At Moments, every order is prepared with care and attention, especially as many of our products are delicate and time-sensitive. Our quality assurance applies to orders that are successfully delivered to the correct address on the first delivery attempt through our own delivery service.

To help us deliver your order smoothly, we kindly ask that all delivery details are complete and accurate at the time of checkout. While we do our best to ensure timely delivery, we’re unable to take responsibility for the condition of an order if delivery cannot be completed due to unavailable recipients, or incorrect or outdated address information.

If an order needs to be returned or redirected because of inaccurate delivery details, additional delivery charges will be borne by the customer. Please note that extended time in transit can affect the freshness and quality of perishable items.

Due to the perishable nature of our products, we do not offer return, exchange or refund once the products have been delivered in perfect condition to you.

Above all, we care deeply about your experience with Moments. If something doesn’t go as planned due to an error on our part, we’ll take responsibility and work with you to find a thoughtful resolution. Our Customer Care team is here to support you with warmth, efficiency, and genuine care — whether you reach out by message, email, or call.

We’re committed to earning your trust every step of the way and ensuring your experience feels just as special as the gifts we create.