Shipping policy

Momentelle – Shipping Policy

Last updated: 13 November 2026

At Momentelle, we carefully prepare every order so your special moments arrive safely and beautifully presented.

This Shipping Policy explains how we process, dispatch and deliver orders placed through our website.

1. Order Processing and Production

Many of our products are personalised and made to order using photographs and details supplied by our customers.

Please allow time for production before your order is dispatched.

Orders are processed after payment has been successfully received.
Personalised products are made according to the details and photographs submitted with your order.
Production times may vary depending on order volume and the complexity of your order.
We will aim to dispatch your order as promptly as possible.

Delivery estimates begin once your order has been dispatched, not when it is placed.

2. UK Delivery Options

We currently offer the following UK delivery options:

Delivery service	Price	Estimated delivery
Standard Delivery	£4.99	3–5 business days
Express Delivery	£6.99	1–2 business days
Free Standard Delivery	Free on orders of £50 or more	3–5 business days

Delivery estimates are provided by the delivery service and are not guaranteed.

Free delivery applies to qualifying orders of £50 or more, before any applicable delivery charges.

3. Dispatch Confirmation and Tracking

Once your order has been dispatched, you may receive a confirmation email.

Where tracking is available, tracking details will be provided so you can follow your delivery.

Please check your email, including your junk or spam folder, for order and dispatch updates.

4. Delivery Addresses

Customers are responsible for providing a complete and accurate delivery address at checkout.

Momentelle cannot be held responsible for delivery problems caused by incorrect or incomplete address information supplied by the customer.

If you notice an address error, please contact us as soon as possible. We cannot guarantee that changes can be made once an order has entered production or been dispatched.

5. Delayed or Missing Deliveries

Although we do our best to ensure orders arrive within the estimated timeframe, delays may occasionally occur due to postal services, weather conditions, busy periods or circumstances beyond our control.

If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate.

If an order is confirmed as lost, we will work with you to resolve the issue in accordance with applicable consumer law.

6. Damaged Deliveries

We take care when preparing and packaging your order.

If your order arrives damaged, please contact us as soon as possible and include:

Your order number.
A brief description of the damage.
Clear photographs of the product and packaging.

We will review the issue and arrange an appropriate resolution in accordance with your statutory consumer rights.

7. International Shipping

International shipping availability, delivery prices and estimated delivery times will be displayed at checkout where available.

International delivery times may vary depending on the destination country, customs procedures and local postal services.

Customers may be responsible for customs duties, import taxes or other charges imposed by the destination country. These charges are not included in our delivery prices unless expressly stated.