Returns / Refunds / Cancellations
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 Special Moment are notified within 30 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.
Cancellation
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.
Refund method
If a refund is due to you for any reason, Special Moment shall refund the payment card originally used.
Process
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 Transit
If your order does not arrive within the expected delivery timeframe, we will offer a full refund or a free replacement, depending on your preference. However, we reserve the right to wait up to 10 working days from the date of dispatch before taking further action on undelivered items to account for potential delivery delays.
All Royal Mail deliveries include a delivery receipt as standard. If the delivery receipt shows the item as ‘Delivered’ and the delivery address was correct, we will conduct a thorough investigation. If it is determined that the item was not received despite the delivery receipt, we will offer a replacement or a refund in compliance with your rights under the Consumer Rights Act 2015.