Returns and Refunds

We always try to ensure that our products are sent out in perfect condition. However sometimes due to situations beyond our control for example damaged during 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 as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours.

To help us to respond quickly, please try to include as much information as possible:

Email Address
Postal Address
Problem with fault
Photo of the fault*
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 an items personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on  your preference. If the item(s) personalisation has an error due to a mistake on your own part we can offer a replacement at a reduced price.
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.

Unreceived orders
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 neighbours 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 require ten full working days from the day of dispatch to class your item(s) as lost at which point a full refund or replacement will be given.