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Frequently Asked Questions

Looking for help using this site or our products? You are in the right place!

General Questions

  • How do I know what size to buy?
    Take a look at our sizing guide which can be found on every product page.
  • How can I provide feedback about a product?
    We would love to get your feedback about our products! Send us an email at customerservice@perfectmoment.com.

Placing an Order

  • How do I order your products?
    You can order right now in our online shop.
  • I'm having problems ordering through your website. What can I do?
    Our website is best supported by IE11, Firefox, Safari, Chrome. Please ensure that the browser you are using is up to date. If you are still experiencing difficulties, please contact our Customer Service Team on customerservice@perfectmoment.com.
  • The item I want is out of stock. What now?
    Although we try to have a stock level that will keep up with expected demand, certain items that are highly popular will run out of stock. Please contact our Customer Service Team at customerservice@perfectmoment.com to find out a suitable alternative to the item you are seeking.
  • Do you place items on back order?
    No, your item will not be placed on back order. Although we try to keep up with demand on popular items, there may be occasions where we are out of stock. Please contact our Customer Service Team at customerservice@perfectmoment.com to find out a suitable alternative to the item you are seeking.

Payments

  • What forms of payment do you accept?

 We have 2 payment methods for our Customers to use.

  1. PayPal you can pay with your PayPal account or credit card through PayPal
  2. Sage Pay (Accepts most major credit and debit cards)
  • PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant. For more information visit Paypal.
  • How do I use a Paypal?
    After selecting “Place Order” in the Checkout page you will arrive at the PayPal screen. Existing PayPal users can click on the “Pay with my PayPal account” when checking out. If you wish to pay with your Credit Card please select the “Pay with my Credit Card” option and enter your details.
  • Sage Pay is a well known payment method and offers a simple, fast and secure payment gateway for most major credit and debit cards.
  • What currency is your shop in?
    Our online shop products are sold in United States Dollars (USD), Euro (EUR) and Great British Pounds (GBP).

Shipping

  • For information on our delivery options please visit our shipping information page CLICK HERE

Refunds & Returns

  • You can return your order up to 14 calendar days from receipt. We provide a free returns service with our courier partners. We will not refund the cost of returms shipping if returns are sent outside of this process.
  • Products must be in original condition: unwashed and unworn, with all tags attached, and must be returned in the original undamaged box and/or packaging. Returns that do not meet our policy will be sent back to the customer.
  • Swimsuits and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip.Returns will not be accepted if this strip has been removed or if items are soiled. These will be sent back to the customer.
  • All successfully returned items will be credited to the original payment method. The original shipping charges will not be refunded unless the item is faulty or canceled under the ICACRs. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
  • It's best return your item within 7 days of delivery — this is to ensure your package arrives within the required time frame. Please note: if you have purchased your products via one of our stockists, you will need to arrange your return with them directly.

Change of Address

  • We may be able to change the delivery address within the UK on your order if the order has not yet left our warehouse.
  • Please contact our customer service team as soon as possible: customerservice@perfectmoment.com
  • If you wish to discuss an International change of address, please contact Customer Services: customerservice@perfectmoment.com

Cancellations

  • Depending on the status of your order, it may be possible to cancel an item. Please note, we’re unable to combine or add an item to an existing order.
  • If you need to make any amendments to your purchase, please email Customer Services: customerservice@perfectmoment.com as soon as possible and we’ll see what we can do.
  • If you are a customer in the European Union you have the right to cancel or withdraw your order with us within 14 calendar days from the day after the date you received your order.

Replacements

  • Before your parcel leaves our warehouse, it is fully checked by our packing team. If you receive an item which is damaged, please contact Customer Services immediately: customerservice@perfectmoment.com

Discount Codes

  • You may occasionally receive discount codes from us, via email or through promotional materials. Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. Please remember to enter your code at checkout! Once your order is complete we aren't able to honour your discount code.

Price Adjustment

  • The price of a product displayed on the Site at the time the order is accepted will be honoured, except in cases of patent error.
  • From time to time, prices are subject to change in response to currency exchange rate changes, markdowns and other commercial factors.The price applicable to your order will be the price current at the time your order is accepted. Perfect Moment is happy to offer a Sale Price Adjustment on items purchased up to 7 days prior to the commencement date of a sale. Please be aware that the exact style, colour and size of an item must be available for purchase at the time your request is made before any adjustment in the sale price can be approved. All approved price changes will be issued as a credit.
  • We are unable to offer price adjustment on items originally purchased in a sale or on any special promotion items that are temporarily reduced in price. Once an item has been purchased at a discounted sale price, no price adjustment will be offered should the item be further marked-down.

Repeated Returns

  • We offer a flexible returns policy to make your Perfect Moment shopping experience even easier. We do monitor the number of returns made by customers and continued returns in breach of our terms and conditions will be flagged and may, at our discretion, lead to the closure of your Perfect Moment account or future orders being refused. If this applies to your account, we will be in touch.

Late returns

  • Your item(s) should be sent back to us within 14 days of receiving your order. Returns outside this timeframe may be accepted at the discretion of Perfect Moment and may only be refunded as a credit. It's best return your item within 7 days of delivery — this is to ensure your package arrives within the required time frame.

Gift Refunds

  • No refunds can be given on gifts unless refunded onto the original payment method directly. If you wish to discuss a return or replacement for a gift, please contact Customer Services with the original order information: customerservice@perfectmoment.com

Managing Your Account

  • Why should I register?
    You will need to register an account to use some of the services available to you on our site. Plus it makes it easier when you want to make another Perfect Moment purchase.
  • How do I create an account?
    Please click on “Sign In” tab which is located on the top right corner of every page. Fill in your details as requested before clicking “Create an account”. It’s that simple!

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