REFUND POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If you send the necklace back and the message card is missing, we are reserving the right to deduct $10 from your refund.
To start a return, please contact us first via email at support@specialmomentsofficial.com. Do not send the item back to the sender address on your shipping label. Our Return Department has a different address and we are not able to process returns in our Warehouse.
You are responsible for your own shipping costs when returning your product. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at support@specialmomentsofficial.com
Refunds (if applicable)
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Lost or missing refund (if applicable)
If you have not yet received a refund, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially booked.
Then contact your bank. There are often some processing times before a refund is issued.
If you have done all this and have not yet received a refund, please contact us at support@specialmomentsofficial.com
ORDER CANCELLATIONS
Order cancellations are permitted up to 2 hours after placing your order. Our staff will likely have started working on your order by the 2 hour mark, and therefore we are unable to cancel.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the event that your order arrives damaged in any way, please email us as soon as possible at support@specialmomentsofficial.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Shipping costs
To return your product, please first contact us via email at
support@specialmomentsofficial.com for return instructions.
You are responsible for your own shipping costs when returning your product. 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 required to reach your exchanged product may vary.
If you're shipping an item over $75, consider using a traceable shipping service or purchasing shipping insurance. We do not guarantee receipt of your return shipment.
Item Not Received But Tracking Shows Delivered
We are not liable for packages where the tracking shows as delivered. Your satisfaction is our top priority so we will work you you to try and figure out what happened. If it is proven that the package was stolen or delivered to the wrong address and after enough time has passed (at least 14 days) and thorough investigation done by the customer, only then at our sole discretion will we consider a reshipment of the same item/s.
If you received the delivery confirmation notification a short while ago, please give it a few hours then check again, sometimes the USPS or carrier scans a package as delivered even before they have physically delivered it.
Even though the USPS tracking shows a status of “delivered”, sometimes the tracking is not correct. it’s rare that a package is actually “lost”.
Another household member could have received the package and placed it somewhere within the residence. Check with other household members and neighbors to see if they’ve received the package.
The package may still be on the truck or at the Post Office. Wait a few days past the “delivered” date shown on the tracking. This same scenario has actually happened to me. I waited a several days after the tracking showed “delivered” and my package showed up 2 days later.
The package was delivered to the wrong address, perhaps a nearby neighbor. Please check with neighbors, your postal carrier and/or call your post office and inquire.
The Post Office now has GPS info on all scanned delivered packages, Contact your Post Office and have them check the actually delivery address.
If all the above steps fail to turn up the package, then the issue may be related to stolen mail. Initiate a “stolen mail” report with USPS Postal Inspector’s office. You will need to complete a USPS affidavit affirming the status of the package as “stolen” (and a USPS Postal Inspector may contact you). In addition, you should also complete a stolen mail report and if necessary, a homeowners or renters insurance loss affidavit. You might need to file a “stolen mail” report with your local police department so there is a record of mail theft in your area. A police officer will come out and speak with you, take photographs, etc. so his report is accurate. He could also interview neighbors (or business owners if the delivery address was a commercial location) if this has happened recently in your neighborhood, and ask about recent deliveries and/or suspicious activity in your area. The insurance company will need a copy of his report to file an insurance claim. Mail theft is a federal crime so they take this very seriously.
We understand how anxious you are to have your merchandise and that’s exactly what we want too! Please understand investigations can take time and likewise, a package can sometimes show up after it has been marked as delivered. We can’t thank you enough for your patience.