Returns

Our Returns Policy Explained

At My Proud Moments we are happy to refund or exchange any item(s) returned within 30 days of being purchased, provided they are in their original packing, in a fully resalable condition along with your original proof of purchase. We ask you fill out the returns section on your invoice, clearly stating if you wish for an exchange or refund in full.

There is no refund on return postage for items returned and refunded unless the item is faulty. (If you have received "free delivery" then the standard delivery cost of £3.99 or full amount for the delivery service you have received will be deducted from your refund if the return means that the residue of your order is under any free delivery threshold value). Any refund that is given will be provided in our base currency (GBP) including those wishing to return international orders.

If you are exchanging an item(s) you will receive the requested replacement within 7 working days of us receiving the item back from you. If your requested replacement item(s) for exchange is out of stock please allow up to 15 working days. Where it is not possible to fulfil an exchange request for stocking reasons, an alternative will be offered or you may request a refund for that item(s)

How do I return an item?

It’s as easy as One - Two - Three to return at an item to us. Follow the steps below for a hassle free return experience:

One - Fill in the returns section on your delivery note clearly stating the reason for returning your item(s)

Two - Send the unwanted item(s) back to us within 30 days and in its original condition to the below address

Three - Sit back and relax! We will take care of the rest. Refunds will be credit back onto the card you paid within 10 working days. If you are exchanging then you will receive your new order in 10 working days of us receiving your request. 

Returns Address:
My Proud Moments - Returns
4 Cremyll Road
Reading
Berkshire
RG1 8NQ

You can use your own method to return the item(s) but we also offer a simple easy and secure way of returning items to us by including a return label with your order.

The label costs you from just £4.00* and this is deducted from any refund due to you for your returned item(s).

Please be aware that you are responsible for the item(s) until they are received by us. As such, please ensure that they are securely packaged. We strongly advise you make a note of your tracking number and obtain proof of postage from the post office or from any other courier that you use to return the item.

*£4 for up to 2 items, £1 extra per item thereafter.

What if an item is faulty?

In the unlikely event you receive an item that is faulty you must inform us immediately so we can resolve the issue. In most cases we will request the item to be returned to us for inspection. Following this, if we are happy there is a genuine fault, we will send a replacement item to you. If the same item is no longer available we will offer an alternative item or give you a refund.

EXTENDED CHRISTMAS RETURNS

Orders placed between the 20th of November and the 21st of December (inclusive) will be subject to an extended returns period. You will be able to return items purchased during this period up until the 15th of January for a credit note/gift voucher only.