We always try to ensure that our products are sent out in a perfect condition. However sometimes due to situations beyond our control for example, if an item gets damaged during the delivery, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at firstname.lastname@example.org as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours.
Request a Refund
To help us respond quickly, please try to include as much information as possible:
- Email Address
- Postal Address
- Problem with fault
- Photo of the faulty product*
- Replacement or Refund required?
*If a photo is not included we may require you to return the product to us for inspection a returns label will be issued.
In the unlikelihood, that item's personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on your preference.
How long does my refund take?
If we receive all correct information and photographic evidence your refund will be processed within 48hrs and it may take 2-5 working days to appear in your bank account as a credit.
Multiple refund requests
If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.
If you have not received your item(s) and have taken into account lead times & delivery times, please contact your local sorting office even if you have not received a calling card please also check with neighbors to see if they received it on your behalf. If there is still no sign please contact us immediately. If your item(s) have not been returned to us, Royal Mail requires ten full working days from the day of dispatch to classify your item(s) as lost at which point a full refund or replacement will be given.