Returns & Refunds Policy

Find out how returns and refunds work at WearYourMoment, including 30-day returns for non-personalised clothing, personalised embroidery and help with faulty items.

We put care into every order and want to help if something is not right. Please contact letstalk@wearyourmoment.co.uk with your order number.

Personalised and custom-made items

Our personalised embroidered clothing, accessories and gifts are made specifically for you. We do not accept change-of-mind returns or exchanges on these items, including where you have selected the wrong size or changed your mind about your photo, wording or design.

This does not affect your rights if an item is faulty, damaged or not as described. Please see the faulty items section below.

30-day returns for non-personalised clothing

You can request a return of non-personalised clothing within 30 days of receiving your order. This applies to non-personalised clothing only, not to personalised orders.

  • Items must be in their original condition, unworn and unwashed, with all original tags attached.
  • Please provide proof of purchase, such as your order confirmation or receipt.
  • For a change-of-mind return, you are responsible for the return postage.

These conditions apply to our voluntary 30-day policy and do not limit your statutory rights, including your right to inspect an eligible online purchase as you would in a shop.

How to arrange a return

  1. Email letstalk@wearyourmoment.co.uk with your order number, the item you would like to return and, if relevant, details of any problem. You do not need to give a reason when exercising a statutory cancellation right.
  2. We will provide the return address and instructions. Please contact us before posting your item so we can help you send it to the correct place.
  3. Return the item by post, securely packaged, and keep your proof of postage.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or not as described, please email us as soon as possible with your order number and details of the issue. Photos can help us understand what has happened.

We will help arrange an appropriate replacement, repair or refund in line with your statutory rights. We cover the return postage for faulty or damaged items. This also applies to personalised products: personalisation does not remove your rights when something is wrong with your order.

Refunds and store credit

Once we receive your eligible clothing return and check its condition, we will process your refund within 7 days to the original payment method. Your payment provider may take additional time to display the refund.

Purchases paid for using a gift card or store credit will be refunded as store credit. You may also choose store credit instead of a refund for an eligible clothing return.

Where you exercise a statutory right to cancel an eligible online order, we refund the standard outbound delivery charge as required by law. Any extra cost for an upgraded delivery service need not be refunded.

Exchanges

We do not offer direct exchanges. For eligible non-personalised clothing, arrange a return and place a new order if you would like a different size, colour or style. Faulty-item replacements are handled separately as explained above.

Your consumer rights

This policy is in addition to your statutory rights, including under the Consumer Rights Act 2015 and applicable distance-selling rules. Nothing in this policy excludes or limits those rights. Mandatory local consumer rights continue to apply to international orders.

Need help?

Email letstalk@wearyourmoment.co.uk or visit our contact page. For information about cancelling an order before dispatch, see our terms and conditions. Delivery information is available on our shipping page.