Moments That Unite Wedding Stationery

Get in touch: sales@momentsthatunite.co.uk

Refunds & Returns

We understand that sometimes you might need to change your mind or things go wrong. For these situations, we've laid out a detailed refund and return policy that explains the protections that we give you in case something happens and you need to cancel your order or if your goods arrive damaged. The exact protections that we give you depend on the type of goods or services that you have ordered from us.

Personalised items

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.

Non-Personalised (standard) items

Some of the products that we offer are not personalised. As these are resellable, these are subject to slightly different returns protections than our personalised products are.

If you change your mind

Should you wish to return your item(s) because you have changed your mind or no longer need them, you may do so within 30 days of your order being delivered. To request a return under these grounds, please send us an email on sales@momentsthatunite.co.uk to request a Returns Authorisation Number.

When we authorise your return, we will send you across a reference number and a brief form to fill in asking why you want to return the goods for our records. Please include this form in the parcel when you send the goods back to us. You are, of course, more than welcome to reuse the packaging we used to send the products to you.

If you are returning products because you changed your mind, we do not reimburse for any original postage paid, or the costs of returning the goods to us. To ensure protection for yourself in case the delivery goes astray, please obtain a proof of postage when you post the goods back to us.

In this case, the refund for the original price of the goods will only be processed once the product has been returned to us in a resellable condition. This means without damage and in the unopened, original packaging. If the goods are not returned in a fully resellable condition, we reserve the right to refuse refund.

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.

Have a question? Just want to send us some love?
Give us a shout at:
sales@momentsthatunite.co.uk

All About Us
Moments That Unite specialise in a huge range of unique wedding stationery with something for every couple.

Moments That Unite is part of fotografixx.co.uk, a trading name of Jessica Harrison. Copyright © 2019.

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