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Delivery Refund and Returns Policy

Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. If your item is personalised we do not accept any returns on bespoke made items. 

If your Item arrives damaged – Please contact us as early as possible with a  photograph of the damaged item unused and un still on its backing paper 

We will only replace decals that arrive damaged, we cannot accpet responsibility for Decals that are applied incorrectly. 

To complete your return please email us with a photograph of the issue you have with your item and your order number so we can promptly assist you.

Please do not send your purchase back before contacting us, we recieve random items in the post most days and have no idea who or where they have come from. 

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your card company, it may take up to 10 working days before your refund is officially posted to your statement by your bank.

If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Vivid Moments | The Courtyard | Stoke Manor | Stoke On Tern | Shropshire | TF9 2DU

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: Vivid Moments | The Courtyard | Stoke Manor | TF9 2DU

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at [email protected]  for questions related to refunds and returns.

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