Returns Policy

If you wish to return an item that is faulty please email us before you return any item/s to us. Please note that due to the nature of personalised products we cannot offer refunds unless the item is faulty or personalisation is incorrect (and it's our mistake)

Email: with the item you wish to return, order number, if a replacement or refund is required and the reason for return.


For item(s) returned to us within 14 days of the request of return with the appropriate Returns Authorisation Code and in accordance with these terms and conditions, a refund or replacement will be processed by Personalised Moments within 14 working days of receipt of the returned items. A refund will be made in the same form of payment that was used to make the initial purchase. If you would like a Replacement, this will be to your original product specification (e.g. Gift Box) as detailed on your original order.

Get In Touch

Opening Hours: 9am - 5pm Mon - Fri

Contact Us Page
Call Us on: 0333 050 2917

We do not accept returns of items that have been incorrectly ordered, or are no longer required. 

Only items that that are faulty can be returned for a full refund. Sale items are non-refundable 

Faulty Items

If an item is faulty then please email us within 14 days of the item arriving with you, we can then offer a refund dependant on the fault. Please note we cannot offer refunds on faults that have occured due to misuse.

Please note that personalised products, products that are customised or spelling mistakes that you have made when placing an order cannot be refunded. If however the item is faulty with mistakes then we can offer a full refund or replacement. Sale items will be offered a replacement and cant be refunded.

Photo added products cannot be returned if the photo is deemed of low quality.

If you require you to return an item to us, we recommend sending it via a trackable postal service such as Royal Mail Recorded delivery, this way you can track it and make sure it arrives with us safely.

Please note that colours of the products listed on our site may not match the colour displayed on your screen, this is due to different computer, laptop and tablet screens producing different colours.

Cancelling an order

We can cancel orders which have not yet been produced/personalised, if however the process has started then we regret that we cannot cancel the order.  

Lost Orders

Any lost orders a refund will not be given and replacement will be sent. All deliveries have a barcode scanned when delivered.

Before returning an item, please contact us via the contact us page to see if your order is eligible for return.

Non- personalised gifts - not accepted unless wrong or faulty

14 day return policy for the non-personalised products

It is down to the customer to pay for return postage if the item is not faulty, if we grant permission to return.

Warning: please double check your personalisation as how it appears here will be how it appears on the product, including spacing and punctuation. Please do not include accents and special symbols as some of our processes will not allow this. This includes accents above and below the alphabetical or numerical text.