Returns & Refunds Policy

Last updated: 20/02/2025

At Magic Moments, every order is made with love, care and attention to detail. Because many of our items are personalised and handmade, we have specific conditions for returns and refunds.

1. Change of mind

We do not offer refunds for change of mind, including:

  • choosing the wrong item

  • ordering the wrong size/colour

  • deciding you no longer want the item

  • delays due to customer not providing required details (e.g. photos or personalisation info)

Please choose carefully before purchasing.

2. Personalised & custom items

Most Magic Moments items are custom-made (including personalised photo magnets, custom gift packs, and made-to-order items).

Because these products are created specifically for you, we cannot accept returns or exchanges on personalised/custom items unless the item is faulty or incorrect due to our error.

3. Faulty or damaged items

If your item arrives damaged or faulty, please contact us within 48 hours of delivery and include:

  • your order number

  • clear photos of the item and packaging

  • a short description of the issue

We will assess the claim and offer one of the following where appropriate:
✅ replacement
✅ repair
✅ store credit
✅ refund

(Refunds are only offered where replacement is not possible.)

4. Incorrect order / Our mistake

If we made an error (for example, the wrong item was supplied or personalisation doesn’t match the order details), we’ll fix it quickly.

Please notify us within 48 hours of delivery and we will organise:
✅ a replacement at no cost to you
or
✅ a refund (if replacement cannot be provided)

5. Shipping issues

We package items carefully, but once your parcel is in the hands of the courier/Australia Post, delivery timeframes may vary.

Magic Moments is not responsible for:

  • delays caused by the courier

  • parcels delivered to incorrect addresses entered at checkout

  • missed deliveries or uncollected parcels

If your parcel is lost in transit, please contact us and we will assist in lodging an enquiry with the shipping provider.

6. Gift boxes + perishables

Some gift boxes may contain consumable items (food, drinks, bath/body products).
For hygiene and safety reasons, we cannot accept returns on opened consumable items.

7. Refund processing time

If a refund is approved, it will be processed back to the original payment method. Please allow 3–10 business days for the funds to appear, depending on your bank/payment provider.

8. How to contact us

For all returns/refund enquiries please contact:

Magic Moments
Email: ali@magicmoments.design
Order number required for all enquiries.

We’re a small business creating memories that stick — if something isn’t right, please reach out. We’ll always do our best to make it right.