Refund & Return Policy
Returns - non perishable / non personalised items
Your order can be returned for a refund for the total cost of your order within 30 days of delivery.
Returns - perishable / personalised items
Please note, we are unable to receive returns of perishable or personalised items as per the The Consumer Protection (Distance Selling) Regulations 2000. However, should you wish to return a perishable or personalised item please get in touch because we should be able to offer you a part refund or credit towards another item.
Damaged/not to specification items
If your order is damaged or incorrect a replacement shall be sent at no extra charge if Personalised Moments are notified within 15 days. Alternatively, you may request a full refund, in which case we may request you to return the item(s) and will provide a freepost returns label.
You may cancel an order before it is despatched for a full refund unless it is a personalised item and has already entered into production.
If a refund is due to you for any reason, Personalised Moments shall refund the payment card originally used.
To initiate a return or refund please begin by contacting us, quoting your Order Id that is included within your order confirmation email.
Orders lost in the post
We'll replace free of charge or refund in full an item which is deemed to be lost in the post. We reserve the right to wait up to 10 working days from the date of despatch before taking further action regarding an undelivered item.
All Royal Mail deliveries have delivery receipts included as standard. Please note we will NOT be able to offer a refund if the delivery receipt is showing as ‘Delivered’, in these cases, and providing your address is confirmed as correct, we will only be able to offer a replacement.