YourMoment Help Center
Before you get in touch, please have a look through our questions and answers — most enquiries are answered there. If you still have a question, contact us 🙂
We answer every message, usually within a few hours and always within one business day.
Email: [email protected]
Orders
Which payment methods do you accept?
We accept:
- Credit and debit cards — Visa, Mastercard, American Express
- Apple Pay
- Google Pay
- PayPal
- Klarna — pay over time
- iDEAL, Bancontact, Blik, EPS, Przelewy24, Trustly, MyBank and Multibanco, where they are available in your country
Card payments are processed over an encrypted connection by our payment provider, which is certified to PCI-DSS Level 1 — the strictest standard in the industry. We never see or store your card details.
Can I pay cash on delivery?
No. Every gift is made to order, so production begins as soon as you check out and payment is taken in full at the time of ordering. We do not offer cash on delivery or bank transfer.
I received the wrong item, or it arrived damaged
We’re very sorry. Almost everything we make is personalised, which makes a mistake rarer but harder to catch, and our team works hard to prevent them.
E-mail [email protected] with your order number and a photo of the problem. We’ll arrange a replacement or a refund, whichever you prefer. Please get in touch within 14 days of receiving your parcel.
Can I cancel my order?
You can cancel any order within 24 hours of placing it. A 5% cancellation fee based on the transaction amount applies. After 24 hours, personalised items have usually entered production and can no longer be cancelled.
Customers in the EU & EEA: you have a statutory right to withdraw from your purchase within 14 days, free of charge and without giving a reason. Personalised products are exempt once production has started, as permitted under Article 16(c) of Directive 2011/83/EU. Full details and the model withdrawal form are on our Legal Notice & Right of Withdrawal page.
How do I contact you?
Email us at [email protected], or use the chat bubble in the corner of any page. Leave your email address in the chat and we’ll reply there and by email, even if you close the page.
We answer every message, usually within a few hours and always within one business day.
What shipping options do you offer?
Two, and both go worldwide:
- Standaard Verzending — free on every order, no minimum.
- Priority Express Verzending — 4.99, for when it needs to arrive sooner.
Because each gift is made to order, the total time is production plus transit. See When will my order arrive? below.
Verzending
When will my order arrive?
Every gift is personalised, so your order goes through production before it ships. There are two stages:
- Productietijd: 1–4 werkdagen
- Verzendtijd: 4–8 werkdagen
That is up to 12 business days in total. Priority Express Shipping shortens the transit stage. All timings are business days and exclude weekends and public holidays.
Hoe volg ik mijn bestelling?
A few days after you order you’ll receive a tracking number by email, and you can follow your parcel at any time on our Track Your Order page.
One thing to expect: while a parcel is in transit between countries the tracking can go quiet for a few days without updating. That is normal and it does not mean the parcel is lost.
Where will my order be delivered?
To the delivery address you entered at checkout. Your parcel is handed to a local courier for the final leg and they deliver it to your door.
Please make sure the address and phone number on your order are correct — the courier uses both.
Do you ship to my country?
We ship worldwide, and Standard Shipping is free on every order to every destination.
If your country doesn’t appear at checkout, email [email protected] and we’ll look into it for you.
How will I know my delivery is on its way?
We send email updates as your order moves through production and shipping. The courier will also contact you when your parcel reaches your area, and again when it has been delivered.
Can I change my order details?
Before you check out, please make sure your personalisation, spelling and delivery details are correct, and that there is nothing in your cart you didn’t mean to buy.
If you spot a mistake, email [email protected] on the same business day you ordered and we can usually still make the change before production begins.
I placed two orders separately — will they arrive together?
We work hard to get every order out as quickly as possible. If you placed the second order within 24 hours of the first, we can usually combine them into a single shipment.
E-mail [email protected] with both order numbers and we’ll do our best.
I missed the delivery
The courier will attempt delivery to your address twice. If both attempts fail — nobody home, no answer on the phone, or any other reason — the parcel goes back to the local depot.
Contact us at [email protected] and we’ll arrange redelivery.
I entered the wrong phone number, address or email
Not a problem. As long as your order hasn’t shipped yet we can still change the details — just email [email protected] and we’ll take care of it.
My question isn’t answered here
Email our customer service team at [email protected] and we’ll walk you through it. Don’t worry — there’s a solution to everything. 🙂
Can’t find your answer?
How to reach us
Email customer service
[email protected] We reply to every email, usually within a few hours. *Response time is up to one business day.
Live chat
Use the chat bubble in the corner of any page. Leave your email and we’ll reply there and by email, even if you close the page.
Business & wholesale enquiries only