Shipping policy
We want to give you the best possible experience with Moon Behind the Hill, so we've put together this handy guide to our shipping policy. When you make an order on our online store, this is the process that happens:
1. You complete your order, and almost immediately we will send you an order confirmation email with a breakdown of your items, including quantities ordered, prices etc.
2. Your order is then processed by our fulfilment team where your items are picked (or manufactured) and packed ready for shipping. Please note order processing normally takes place during business hours Monday to Friday.
3. Once an order is processed for shipping and dispatched you will receive a dispatch confirmation email containing tracking information etc
Please note we use a number of fulfilment locations from around the European Union, China and USA therefore it is possible that your order may be sent to you in 2 or more separate packages. If this is the case you will receive a separate email for each package dispatched with the relevant tracking details for each package.
We make every effort to fulfil orders as quickly as possible, however sometimes for reasons beyond our control the delivery of parcels can be delayed. This occurs most often during peak periods such as Black Friday and Christmas or during periods of severe weather events that may cause the transport of your parcel to be caught in traffic holdups. We appreciate your patience should any such delay occur in the delivery of your order.
Order Processing
Moon Behind the Hill offers two classifications of products to our customers. The majority of the items that we offer for sale on our online store is ready to wear (off the rack) designer fashion such as clothing, accessories, bags, watches, jewellery, eyewear, and footwear. All these items are waiting on our shelves ready to be packed and shipped direct to you.
We also offer a small selection of unique custom made items, with original designs by Moon Behind the Hill. These products are made especially for you as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Making products on demand instead of in bulk helps reduce overproduction, so thank you for making thoughtful purchasing decisions!
Order Processing of Ready to Wear Fashion
All orders for our ready to wear fashion designer items are processed for shipping within 2 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification email when your order has shipped from our fulfilment location.
Order Processing of Custom Made Fashion
The production process for our custom designed apparel “Designs by Moon Behind the Hill” commences once you have confirmed your order and you have received your confirmation email. The production process for these products can take between 2 to 7 days before the order is ready for shipping. You will receive another notification when your custom made order has been shipped from our fulfilment location.
Shipping Rates and Estimates
We offer flat rate shipping to worldwide destinations at the rates as outlined below, however should you spend more than €200.00 on an order you can receive free shipping to anywhere in the world.
|
Shipping option |
Estimated delivery time |
Price |
|
Ireland Standard Rate (Republic Of Ireland & Northern Ireland) |
1 to 5 business days |
€10.00 |
|
Great Britain Standard Rate (England, Scotland & Wales) |
1 to 5 business days |
€25.00 |
|
European Standard Rate (Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Andorra, Norway & Switzerland) |
1 to 5 business days |
€10.00 |
|
International Zone 1 Rate (Albania, Azerbaijan, Belarus, Bosnia & Herzegovina, Faroe Islands, Gibraltar, Liechtenstein, Malta, Moldova, Monaco, Montenegro, North Macedonia, Russia, San Marino, Serbia, Turkey, Ukraine, Georgia, Morocco, Åland Islands, Vatican City & Isle of Man)
|
3 to 7 business days |
€17.00 |
|
International Zone 2 Rate (Australia, Brazil, Canada, Iceland, Japan, Singapore, United States of America, Argentina, Chile, China, Hong Kong SAR, India, Israel, Malaysia, Mexico, South Africa, South Korea, Taiwan & Thailand) |
3 to 8 business days |
€27.00 |
|
International Zone 3 Rate (Greenland, Guernsey, Jersey, Kazakhstan, New Zealand, United States Territories (including American Samoa, Micronesia, Guam, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, & US Virgin Islands), Algeria, Anguilla, Antigua & Barbuda, Aruba, Bahamas, Bahrain, Bangladesh, Barbados, Belize, Bermuda, Bhutan, Bolivia, Brunei, Cambodia, Cayman Islands, Colombia, Costa Rica, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Fiji, Grenada, Guadeloupe, Guatemala, Guyana, Haiti, Honduras, Indonesia, Jamaica, Jordan, Kiribati, Kuwait, Laos, Lebanon, Libya, Macao SAR, Maldives, Martinique, Mongolia, Montserrat, Nauru, Nepal, New Caledonia, Nicaragua, Niue, Oman, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Qatar, Samoa, Saudi Arabia, Solomon Islands, Sri Lanka, St. Barthélemy, St. Lucia, St. Vincent & Grenadines, Timor-Leste, Tonga, Trinidad & Tobago, Tunisia, Tuvalu, United Arab Emirates, Uruguay, Vanuatu, Venezuela, Vietnam & Yemen) |
4 to 9 business days |
€37.00 |
|
International Zone 4 Rate (Armenia, Afghanistan, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Congo - Brazzaville, Congo - Kinshasa, Côte d’Ivoire, Djibouti, Equatorial Guinea, Eritrea, Eswatini, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Iraq, Kenya, Kyrgyzstan, Lesotho, Liberia, Madagascar, Mali, Mauritania, Mauritius, Mayotte, Mozambique, Namibia, Niger, Nigeria, Pakistan, Réunion, Rwanda, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, Sudan, Tajikistan, Tanzania, Togo, Uganda, Uzbekistan, Zambia & Zimbabwe) |
4 to 10 business days |
€50 |
|
International Zone 5 Rate (British Virgin Islands, Comoros, Cook Islands, French Guiana, French Polynesia, Malawi, Myanmar (Burma), Palestinian Territories, Suriname, Turkmenistan, Turks & Caicos Islands and Wallis & Futuna) |
5 to 11 business days |
€90 |
|
Free Worldwide Deliveries for Orders over €200 |
See above |
€FREE |
While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, customs delays, local postal delays and tech updates), which result in a longer delivery. For changes and updates please make sure to check your order tracking.
Our Fulfilment Locations
While Ireland is our home market, we have located our fulfilment centres across the European Union, North America, Australia and China this allows us to service both our Irish and worldwide customers with speedy order processing and shipping times. Our fulfilment centres are close to our high-end suppliers which allows us to develop a strong and beneficial relationship with them, thus allowing us to deliver fantastic past season items from the worlds leading brands at discounted prices direct to your door.
Our main fulfilment centres and warehouses are located in Alicante - Spain, Barcelona - Spain, Beati - Italy, Bolton - United Kingdom, Cologne - Germany, Florence - Italy, Florida - USA, Genova - Italy, Giuseppe - Italy, Hangzhou - China, Jonkoping - Sweden, Kaunas - Lithuania, Marl - Germany, Mārupe - Latvia, Milan - Italy, Minnesota - USA, Modena - Italy, Naples - Italy, New Jersey - USA, Paris - France, Piacenza - Italy, Salzburg - Germany, Stockholm - Sweden, Sydney - Australia and Valencia - Spain.
International Shipping
We offer international shipping to most worldwide destinations outside Europe such as North America, Asia, Australia and New Zealand. The full list of countries we ship to are listed above.
Your order to a destination outside the European Union may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Moon Behind the Hill is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
As discussed above when you confirm an order you will receive an email to confirm the details of your order. When your order has shipped, you will receive another email notification from us which will include a tracking number you can use to check its status, should your order require separate parcels you will receive an email with tracking information for each parcel dispatched. Please allow 24 hours for the tracking information to become available on our shipping partners tracking system.
You may also at any time check on the status of your order by clicking on the link marked “View your order” contained within both the order confirmation email or the shipping confirmation emails received from us. This will open your personal order details page where you can track the status of your order from the order processing stage through to ready for shipping and finally also in most instances you can track the current location of your parcel with up to date tracking information from our delivery partners.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at customerservices@moonbehindthehill.ie with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 14 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. Please refer to our refund policy for more information.
In the event that your order arrives damaged in any way, please email us as soon as possible at customerservices@moonbehindthehill.ie with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
If you have any further questions, please don't hesitate to contact us at customerservices@moonbehindthehill.ie.