Your Complete Guide: Changes, Shipping Details, Returns & Replacements at The Moment

May 30, 2026

At The Moment, every gift is unique — personalised just for you, made with care, and sent with love. Here's everything you need to know.

Part 1: Changes to Your Personalisation

How It Works

Before we print your QR code, we will send you a "Last Chance" email. This is your final opportunity to make any changes to your personalisation details.

What Can You Change?

💌 Your personal message
🎵 Your chosen song or music
📸 Your photo

How to Request Changes

Reply to the "Last Chance" email with:

Your order number
What you'd like to change
The new details

Important: Once the QR code is printed, no further changes can be made.

Didn't Receive Our Email? Check your spam folder or contact us at hello@themomentgiftbox.online

Part 2: Changes to Your Shipping Details

Need to update your delivery address or recipient details? No problem — as long as your order hasn't been shipped yet.

How to Request a Change

Email us at hello@themomentgiftbox.online with:

Your order number
The new delivery address or recipient details

We'll confirm the update as soon as possible.

Important: Once your order has been dispatched, we are unable to change the delivery address. Please make sure your details are correct before shipping begins.

Part 3: What Happens If Your Order Arrives Damaged?

Step 1 — Contact Us Within 36 Hours

Email hello@themomentgiftbox.online within 36 hours of delivery with:

📸 Photos and video of the damaged product (seal must be intact)
📦 Photos of the external packaging

Important: If the seal has been broken, we are unable to process a damage claim.

Step 2 — Keep the Damaged Product

You do not need to return it. It stays with you.

Step 3 — Choose Your Resolution

🔄 Replacement — We send a new gift box at our expense. Customs duties upon delivery are the responsibility of the recipient.
💶 Partial Refund — We refund the product value minus the original shipping costs.