Shipping & Returns
At Her Moment, every order should feel right for you. If anything is off, we will always do our best to sort it out — and our 30-day money-back guarantee has your back from the day your parcel arrives.
Shipping Information
How Fast We Dispatch
We normally pack and hand your order to the carrier within 1–3 business days. Deliverable items usually reach you within 3–7 business days. Around holidays and busy seasons, processing can take a little longer.
Following Your Package
As soon as your order leaves us, you receive a shipping confirmation email with your tracking number so you can follow it all the way. Questions about a shipment? Write to [email protected] and we will gladly help.
If a Package Goes Missing
When the carrier confirms a parcel as lost, we will send a replacement or refund you in full. If tracking has not moved for a while, get in touch and we will chase the carrier.
Address Mistakes
Please double-check your delivery details before ordering. We cannot take responsibility for delays or lost parcels caused by an incorrect address. If a package comes back to us because of bad address info, we can reship it once we have the right details — additional postage may apply.
Once It Says Delivered
When the carrier marks a parcel Delivered at the address you gave us, it is in the recipient’s hands. If you suspect theft after delivery, please contact the carrier and your local police. We cannot replace or refund parcels the carrier has confirmed as delivered.
Returns & Your 30-Day Money-Back Guarantee
You have the right to withdraw from your purchase within 30 days without giving a reason. Contact us within 30 days of delivery and we will arrange a full refund — no questions asked.
One exception: for hygiene and safety reasons, opened cosmetic and personal-care products cannot be returned or refunded, unless they arrived damaged or defective. Unopened cosmetics in their original sealed packaging are of course covered by the guarantee.
How to Start a Return
- Email [email protected] within 30 days of delivery with your order number.
- We will send you a return label and simple instructions.
- Send the items back in their original packaging where possible.
Items should be unused and in the condition you received them. The 30-day window is unconditional for eligible goods — the only exclusion is opened cosmetics and personal-care products, as described above.
Cancelling an Order
We start preparing orders almost immediately so they can leave fast. Cancellations are possible within 12 hours of purchase. After that, your order is likely already being processed and can no longer be cancelled. Once shipped, orders cannot be stopped or recalled.
Damaged or Wrong Items
If an item arrives damaged, defective, or you received the wrong product, contact us within 30 days of delivery with your order number and photos where helpful. We will arrange a replacement or a full refund.
Need Help?
Something wrong with your order? Email us at [email protected] and include your order number, a short description of the issue, and photos if possible. We aim for the fairest and fastest solution every time.
