Frequently Asked Questions

Q. How do I package my item correctly?

A. Each item being returned should be packed carefully, preferably in the original box with original packaging. If this is not possible, please pack to equivalent standards to ensure the safe transit of the goods.

Q. How do I apply the label sent by email?

A. The label should be printed in colour, if this is not possible a black and white label is acceptable. A clear barcode is required to ensure tracking of your item, please ensure the barcode is not faded after printing. Cut the label along the dotted line and ensure no other labels are attached to your item. Affix the label securely to the front of the item using clear tape ensuring the label is clearly visible, do not put tape over the barcoded area.

Q. What's the maximum size of parcels?

A. Link to anpost.ie/dimensions

Q. What is the weight limit?

A. Link to anpost.ie/dimensions

Q. What happens if I have an item that is over the weight / size limit?

A. It will not be collected from the driver or accepted at the post offices and may need to be separated into smaller items were possible.

Q. Are there some items I cannot send?

A. The service is not available in respect of any item which contains any of the prohibited items as set out below.

List of Prohibited Items

The following definitions apply.
  1. “Clinical Wastes” means wastes derived from the medical treatment of animals or humans or from bio-research.
  2. “Infectious Subtances” means substances which are known or are reasonably expected to contain Pathogens, and including infectious substances affecting humans, infectious substances affecting humans and animals, infectious substances affecting animals only, Clinical Wastes and biological specimens:
  3. “Pathogens” means micro-organisms (including bacteria, viruses, rickettsia, parasites, fungi) and other agents such as prions, which can cause disease in humans or animals.
The following items may not be included in a ReturnMyShopping.ie Item:
  1. Any item consisting of or containing any indecent or obscene print, painting, photograph, lithograph, cinematograph film, engraving, book or card, or any other indecent or obscene article, whether similar to the above or not:
  2. Any item consisting of, or containing any dangerous, toxic, poisonous, noxious or any Infectious Substances.
  3. Any item consisting of or containing corrosives, acids, paint removers, oxidising substances or organic peroxides, compressed liquidized or dissolved gases, dry ice, flammable solids or liquids, materials liable to spontaneous combustion, paints, varnishes, dyes, radioactive materials, living creatures, prescribed or dangerous drugs, mercury materials, organic or biological materials likely to perish in transit;
  4. Explosive substances of any type;
  5. Firearms, military ordnance, replica firearms, replica or inert explosive devices.
  6. Sharp instruments not properly protected, or any article or thing which is likely to injure any item or equipment or person in course of conveyance
  7. Counterfeit or pirated items

Q. What time do I need to make my booking by to have it collected the same day?

A. In order to ensure your item is collected the same working day, you should order by 6.00pm. Where a collection has been selected, we will pick up your item in Dublin within 3 hours. We guarantee to deliver items by close of business next working day nationwide once items are collected by 1.00pm or presented at the Post Office counter before the latest time of posting.

Q. If I have a few orders to return to one retailer do they need to be packed separately quoting each reference number or can they be packed and returned together?

A. These items can be packed and returned together if the overall package does not exceed maximum dimensions. For full details see anpost.ie/dimensions

Q. What happens if I lose or damage my label or it won't print? Can I log in again and reprint the same label or do I need to start again? Who do I report it to so I am not charged again?

A. The label can be emailed to you as part of the overall transaction. You can also save the PDF label produced during the transaction. This can be re-printed if you have problems printing the original label. However labels must only be used for postage once, any repeated use of returns labels is forbidden

Q. When will my parcel be picked up and delivered?

A. Where a collection has been selected, we will pick up your item in Dublin within 3 hours. We guarantee to deliver items by close of business next working day nationwide once items are collected by 1.00pm or presented at the Post Office counter before the latest time of posting.

Q. What happens if I miss the driver?

A. You will need to contact the phone number outlined in your collection SMS to book another collection, you may be charged for this. Alternatively you can contact An Post Customer Services at 01-705 7600, phone lines are open from 9.00am to 5.30pm, Monday to Friday.

Q. What happens if I want to change / cancel my booking?

A. You will need to contact the phone number outlined in your collection SMS. Alternatively you can contact An Post Customer Services at 01-705 7600, phone lines are open from 9.00am to 5.30pm, Monday to Friday.

Q. Do you collect at the weekend?

A. Collections can be arranged for Monday to Friday only.

Q. The driver never turned up to collect my parcel, what do I need to do?

A. You will need to contact the phone number outlined in your collection SMS. Alternatively you can contact An Post Customer Services at 01-705 7600, phone lines are open from 9.00am to 5.30pm, Monday to Friday.

Q. Can you deliver to PO Boxes?

A. The service is only available to the Retailer addresses listed on the ReturnMyShopping.ie website.

Q. Can I book collections over the phone?

A. Collections can only be booked through the ReturnMyShopping.ie website.

Q. My parcel was returned damaged what do I need to do?

A. You will need to contact Customer Services at 01-705 7600. Phone lines are open from 9am to 5.30pm Monday to Friday.

Q. Do I get proof of collection / receipt from the driver?

A. The driver will scan the item upon collection and this scan will be shown on the An Post tracking website and can be checked at http://track.anpost.ie/

Q. Can I track my parcel?

A. Yes, at http://track.anpost.ie/

Q. Is there a signature on delivery?

A. There is no signature on delivery for this service however your package will be scanned upon delivery and this scan will be shown on the An Post tracking website and can be checked at http://track.anpost.ie/

Q. Is insurance included?

A. No, if you require insurance you will need to purchase an insured service at the Post Office.