Refund policy
RETURNS & REFUNDS POLICY — The Moment
Personalised and Made-to-Order All products by The Moment are personalised and made-to-order. In accordance with EU Directive 2011/83/EU (Article 16c), personalised products are exempt from the 14-day right of withdrawal. The same terms apply to customers outside the EU as per the Terms of Service.
Order Finality Orders are final from the moment of payment. However, as a gesture of goodwill — and because we understand that our customers are placing a pre-order with a longer waiting period — we allow changes to personalisation details (message, photo, and music) before your QR card is printed. Before printing begins, you will receive a "Last Chance" email giving you the opportunity to request any final changes. Changes to shipping details (delivery address or recipient information) are also accepted before the order is dispatched. Once the QR card has been printed or the order has been shipped, no further changes can be accepted.
Signature on Delivery All orders are shipped with mandatory signature upon delivery. The date and time of delivery are recorded by the courier and serve as proof of delivery.
Condition for Any Request The product must be received with the seal intact and the QR code envelope unopened. If the seal is broken or the envelope has been opened, the product is considered received and accepted and no claims will be accepted.
Exception — Damage During Shipping If the product arrives visibly damaged, the customer must contact us within 36 hours of delivery at hello@themomentgiftbox.online with:
- Photos and video of the damaged product with the seal intact
- Photos of the external packaging
The damaged product remains with the customer. After review, we will offer one of the following at our discretion:
- Replacement: We will ship an identical product at our expense. The original QR code remains valid. Any applicable customs duties and import taxes for the replacement shipment are the responsibility of the customer.
- Partial refund: A refund of the product value minus the original shipping costs paid by The Moment will be issued.
Requests submitted after 36 hours or with a broken seal cannot be accepted.
Shipping Costs & Customs Orders of €150 or more include free worldwide shipping. Customs duties and import taxes are calculated automatically and paid at checkout for all destinations — no surprises at delivery. For orders below €150, shipping costs are calculated at checkout.
By completing an order, the customer confirms they have read and fully accepted this policy.
Contact Email: hello@themomentgiftbox.online Phone: +30 6981062228 Address: Mavrovouniou 17, 26334 Patra, Greece VAT: 157879284 | Tax Office: Patras, Greece GEMI Number: 193885316000