If your gift is faulty or not the right item.
We hope you will be happy with your Smiley Moments' gift but should you discover there is a fault or you have received the wrong item, please get in touch by email or telephone. You have 30 days from when you received the faulty item to return it to us. If you have a faulty personalised product it would be helpful if you can send an image of the product within 7 days. This may prevent you having to post it back to us. We are keen to resolve the matter as soon as possible. We will either send out a replacement item or offer a refund for the order, including delivery.
If you change your mind.
We hope you will be happy with your Smiley Moments gift but should you change your mind and wish to return your gift then you are welcome to do so providing it is not one of our exempt products.
Items we cannot accept returns for:
- Unfortunately anything that is personalised cannot be resold due to a bespoke element and therefore is non-cancellable and non-refundable. However, within an hour or two of ordering, we may be able to help if you contact us straight away. If the item has not yet gone into production we will cancel your order and refund your payment.
- The product(s) is/are perishable.
- If packaging or any of the individual product components, has been unsealed or damaged.
- The non faulty product does not arrive in a re-saleable condition.
Items we can accept returns for:
We are sorry that you have changed your mind, but we would like to be as helpful as possible and make the return and refund run as smoothly as possible. This is what we need you to do.
Please contact us within 14 days from when you receive the goods and notify us of your intention to return them.
Once you have been in touch, please can you return the item/s to us within 14 days of cancellation, unused and in a saleable condition and in its original packaging for either an exchange or a full refund. A deduction will be make if the value of the goods has been reduced as a result of you handling them more than was necessary. (The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop).
You will need to return the product/s at your own cost. You are also responsible for the returned items until they are received at our address and/or our supplier (or any other UK address specified by us) at your own expense. We recommend you obtain a Proof of Postage Certificate which you can get from the Post Office as we won't be able to process your refund until we are in receipt of the goods.
Once the item has been received you will receive an email confirming receipt. After receipt of your goods we shall issue a refund, including the delivery cost. We aim to issue refunds within 14 working days. The cost of your gift will be refunded to the credit/debit card/paypal account used to make the purchase.
We hope the above is helpful and clear. Please get in touch if you need any clarification.
You can email Smiley Moments by clicking on here.