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  • Free Personalisation

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Help & FAQs

Find the most common questions here, or get in touch with our gift gurus.

FAQs

Orders & Delivery

How much does delivery cost?

Standard delivery is £3.95 per order, however many items you purchase. Free delivery on all greeting cards, fresh flowers and orders over £40. Delivery upgrades are available during checkout. See our delivery page for my information.

International delivery is currently unavailable.

When will I receive my order?

Estimated delivery dates are shown on the product page. When multiple products are purchased an estimate date is shown on the cart page for the total order.

All items have times;
Dispatched within 24 hours: Cards, Chocolate Bars
Dispatched within 48 hours: Selected Mugs
Dispatched within 1-3 days: Engraved, Printed Items, Embroidered and Candles
Dispatched within 3-5 days: Ceramic and Printed Glass

These despatch times are only estimates and your order may be dispatched quicker, lead times may be exceeded in some rare circumstances.

An email will be sent confirming that your order has been dispatched including any relevant tracking.

My parcel has been returned to you, what can I do?

If your parcel has beeen returned to us we will contact you to rearrange delivery this may incur a small fee to cover extra postage costs. Unfortunately we are not able to refund any orders that have been returned to us due to the nature of the products.

I have a problem with my order?

Not to worry, you can use the contact us form to let us know about your problem.

Please let us know as much information as possible about your order when contacting us. This will help us to answer your questions as quickly as possible. Please try to include Name, Email Address, Postal Address, Order Number and Problem with fault.

We may require you to send over an image to investigate your claim further, images can be sent to sales@giftmoments.co.uk

Will an invoice or paperwork be included in the package?

No paperwork will be sent in the package, so is perfect to send directly to the recipient.

I paid for next day delivery, and I haven't received it yet?

Next working day delivery is available for orders received by 1pm (3pm for flowers), if you order after this time your order will be dispatched the following day.
Please note that we will deliver your order Monday to Saturday.

I have only received part of my order?

Orders with multiple items may be sent out separately depending on lead times, please contact us if in doubt and we can check for you.

Personalisation

I made a mistake on the personalisation?

If you notice you have made a mistake please contact us as soon as possible. Unfortunately, we are unable to change the personalisation if your order has already gone into production.

My item has the wrong personalisation/spelling mistake?

We will always personalise your gifts exactly as you’ve requested during the order process. If you receive your gift with different personalisation than what is showed in your confirmation email please contact us.

Can I personalise in a different language?

Our system supports only English language at the moment sorry.

Can I use special characters or emojis?

Provide an answer to the question here, with as much detail as possible to help your customers.

Returns and Refunds

Can I cancel my order?

Due to the nature of the products we offer once your order has been processed we are not able to change or cancel your order.

Do you accept returns?

Unfortunately on personalised items we are unable to accept returns due to change of mind. Please see our returns policy page for more information. If you have a problem with the product you received please contact us.

Still looking for answers?

If the answers you're looking for aren't in our FAQ, please send us an email by completing the form below.