Refund policy
How to start a return
- Login here using the email address used during purchase.
- Select "Request return" on the applicable order.
- Select the product(s) you want to return.
- Provide reason for the return along with any additional information.
- Select "Request return" to submit your request.
We will then review your request and you will receive a response via email. You can also view the progress of your return in the order details page.
Personalised/Made to order
Under the Consumer Rights Act 2015 personalised, bespoke or made to order products are non-refundable unless damaged or faulty. Your statutory rights are not affected.
Examples: Engraved gifts, Collectables, Greeting cards etc
Non-personalised
Items that are not personalised or made to order can be returned for a refund within 30 days of receipt. The return postage cost is the responsibility of the customer, unless the item is faulty or incorrect. We would recommend sending items by a secure delivery method that covers the cost of the item, as we cannot be held responsible for items lost or damaged in the post.
Incorrect item received
In the unlikelihood, an incorrect item is received or the personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on your preference.
Faulty items
If the item received is faulty, please contact our customer care team quoting your order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. Refunds cannot be given if the fault is as a result of misuse. We may require you to return the product to us for inspection a free returns label will be issued.
Colour
The colour of the product you receive may not match the colour as displayed by our website, we cannot guarantee true representation across all devices and displays. Please be aware that if colour is important to you, your order is placed at your own risk.
Delivery Costs
If an order is returned due to change of mind then the original delivery cost will not be refunded, only the product(s) will be refunded. We offer express delivery options at checkout where estimated delivery dates are shown, these are not guaranteed. We cannot be held responsible nor refund delivery costs for any late deliveries by the courier.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Items sent back to us without first requesting a return will not be accepted.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you have any questions regarding this policy please contact us.