Our policy lasts 14 days from the date the gift box is received. If 14 days have gone by since your product(s) have been received, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Some types of goods are exempt from being returned. Perishable goods such as food and flowers.
To complete your return, we require a receipt or proof of purchase.
- Gift Box missing products or add-ons
- Gift Box contains incorrect item, keeping in mind that every Moments with Love box is hand made and some of the products are seasonal, limited edition, or limited in supply, so there may be slight variation from box to box such as the placement of confectionary, the colour of flowers, confectionary packaging etc.
Refund or Replacement
- Gift Box damaged during transit by delivery company
- Gift Box not received due to error on our end
- Wrong Gift Box received
If you have a problem with your Gift Box, please email us at email@example.com with your order number and a photo of the Gift Box as it was received. Once we have inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, which will be applied back to your original method of payment. Once processed on our end, the payment provider will issue this within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at us at firstname.lastname@example.org.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com. and send your item to: Moments with Love LTD, 4 Palm court, Silverdale AUK, Auckland 0932, New Zealand.
Due to the high volume of orders, we prepare your gift box 2-3 working days before your gift box arrival date.
If you need to cancel your order, we can provide a full refund if you notify us at least 2 working days before your scheduled delivery date.
If you notify us less than 2 working days to your scheduled delivery date and we have already prepared your gift box, we can provide a 50% refund for the cancellation.
Please email firstname.lastname@example.org. if you need to cancel your order.