Moments by the Sea

Customer satisfaction is our top priority.  If you find that your item does not meet the description or expectations, please contact us within 14 days of receiving your order to discuss potential solutions. Each case will be considered individually.

Damaged Shipments

• All our shipments are insured.
• In the unlikely event that your item arrives damaged, please contact us immediately with photos of the damage and packaging.
• We will initiate a claim with the shipping carrier and arrange for a refund or replacement.

Returns

• You have 14 calendar days to return an item from the date you received it.
• To be eligible for a return, your item must be in the same condition that you received it.
• Your item must be in the original packaging.
• You need to have the receipt or proof of purchase.

Refunds

• Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item.
• If your return is approved, we will initiate a refund to your original method of payment.
• You will receive the credit within a certain number of days, depending on your card issuer’s policies.

Custom Orders

Please note that custom orders are non-refundable. Once the design and details have been approved, no changes or cancellations can be made. We strive to ensure that custom orders meet your expectations through clear communication and collaboration during the design process.

Shipping

• 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.
• All orders are shipped to the confirmed address. Please double-check to make sure your address is correct.
• We ship worldwide from the Germany and aim to dispatch within 3-5 working days of receiving your order.