Returns Policy

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 as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours.


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.


Non-personalised items 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. We would recommend sending items by a secure delivery method that covers the cost of the item, and 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 the order number, name and address, details of the product and the reason for return, and whether a refund or a replacement is required. We will then advise on how to proceed with the return. 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 returns label will be issued.


The colour of the product you receive may not match the colour as displayed by our website on your computer monitor. Please be aware that if colour is important to you, your order is placed at your own risk.

You have 30 days after delivery, To request a return please contact us at

Returns Address – Gift Moments, 15 Lily Walk, Evesham, Worcestershire, WR113ER

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