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Returns Policy
You have 14 days, from receipt, to notify the seller if you wish to cancel your order or exchange an item.
Please note: Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.
Personalised Products
The vast majority of products that we offer fall into this category. Personalised items are those that either have elements that we customise for you; for example adding your names and the date of your wedding, and those that we create entirely from scratch specifically for you.
If you change your mind
Unfortunately, due to the personalised nature of these goods, you are not able to return the products because you have changed your mind.
You are, however, able to cancel the order if needed up until the point that the order has gone to print or been ordered if we need to order custom items in specifically for you. This usually happens within 24 hours of your proof designs being confirmed.
If items arrive damaged or not as expected
If your items have arrived damaged or not as expected, please let us know as soon as possible. If possible, we request that this is within 7 calendar days of your order being delivered. To request a return under these grounds, please send us an email to sales@momentsthatunite.co.uk to request a Returns Authorisation Number. In this case, it would be very helpful if you can include descriptions and photographs of the damage or issues in the email so we can get the ball rolling on any necessary investigations as quickly as possible.
Once we have received your email and determined the best course of action, we will send you a Returns Authorisation Number and a pre-paid returns label. The label will either be for Collect+, Royal Mail or DPD depending on the size of the goods; the options here will be discussed with you when we authorise the return.
Mistakes
If you believe that there is an error on the design that is our fault, please send us an email on sales@momentsthatunite.co.uk explaining what you believe the error to be. If relevant, please include an image of the goods you have received where the mistake can be seen.
If there is a mistake, we can then work with you to either send you a replacement set, or refund you for your order. In both cases, we would request the incorrect set are returned to us. In this case, we will send you a pre-paid returns label. Simply take the parcel with our label attached to your local Post Office or Collect+/DPD drop off point and they will be able to give you a proof of postage. The returns options will be discussed with you when we authorise the return.
Read the Folksy Returns Policy.
