You are eliglible for a refund or replacement if your item has arrived faulty/damaged or if you have received the incorrect product ordered.
In the unlikelihood, that the item’s personalisation has an error made by Gift Moments a replacement or a full refund will be issued depending on your preference.
Please ensure all spelling and puncutation is checked before purchasing (how it is entered is how it will appear on the product) as we cannot offer a refund or replacement if the error is not made by us at Gift Moments.
To request a refund or replacement please contact us within 30 days of receiving your order at email@example.com and follow the below steps.
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.
How long does my refund take?
If we receive all correct information and photographic evidence your refund will be processed within 48hrs. Refunds will be made back to the original payment method used to make your purchase. Refunds can take between 2-5 working days to appear in your original payment account once processed.
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 anorder. 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.