Customer services

For the most up to date delivery information click here: Delivery Service Updates


Our team of advisors will be here to help from 8.30am – 9.00pm, Monday to Friday (Except Bank Holidays)


To save you time contacting us, we've summarised the most common enquiries with the answers below, just click on the heading that is most relevant to you and read through the information. We hope this will answer your query, however if you still require assistance our contact information for Customer Services will also be provided.*

Virtual Assistant

Delivery Queries

First class mail

If you are waiting for a card order to arrive, please refer to the delivery information below for our best estimate of when it will be delivered.

Order Placed (UK) Sent by us Estimated arrival
If possible, we recommend you allow 3 working days for delivery from the ‘Sent by us’ date.

Before 2pm Mon-Fri

Same day

The Royal Mail advise that 90% of first class post in the UK will arrive the following day, unfortunately the other 10% can take up to 3 days.

After 2pm Mon-Thurs

Following day

After 2pm Fri

Following Monday

Saturday & Sunday

Following Monday

Public Holidays

Following working day

Large Cards

Due to their size (just over A4), large cards are hand processed by the Royal Mail sorting system and we recommend that you allow an extra day for delivery.

Special Delivery

If you have an order being sent ‘Special Delivery’ and have ordered before 2pm on Monday to Friday, arrival is guaranteed before 2pm the following working day.  To track the progress of your order, please go to your Order History, click on the order number and then click on the tracking number.

Estimated International Delivery Times

Area Estimated Delivery Time

Europe

Allow 4 working days

Destinations outside Europe

Allow 7 working days

If your order has not been delivered within the above Delivery times, please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK). When contacting Moonpig.com please have your order number or the email address registered with Moonpig.com available to enable us to deal with your query as quickly as possible.

Changing or Cancelling a Card or Gift Order

Card orders

You can easily make changes to or cancel a card order providing its status is on ‘Order Received’. To check the status of an order, please go to Order History which can be found under the My Account tab. If the status displays ‘Order Printing’ or ‘Order Sent’ then unfortunately it’s already in the system and no changes can be made. If an order displays as ‘Order Received’ you are able to make changes by clicking on the order number and selecting the relevant option from the drop down menu found on the right hand side of the page.

If you cancel a single order the cost of the order will be credited back to your Moonpig.com account. For multiple card orders, we are unable to automatically credit back the cost of postage.

Flowers, mugs and t-shirt orders

Unfortunately we cannot guarantee that we can change or cancel any flowers, mugs or t-shirt orders. This is because the order may have already been processed and on its way to the recipient. If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.

Please contact our Customer Service team on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help.

Customer Services can also be contacted by using our Contact Form. However, for all changes to flower, mug or t-shirt orders we would advise that you call so we can help with your query right away.

Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent so we will not be able to make any changes or cancel your order.

When contacting Moonpig please have your order number or the email address registered with Moonpig available.

Photo Upload Problems

If you are trying to upload a photo and are experiencing difficulties please check that the photo fits the following specifications:

  • images must be in JPEG format (other formats such as Word Document and PDF will not be accepted)
  • for the best results we suggest that you make the image dimensions approximately 1000 pixels for the smallest edge of your photos
  • we also advise that photo files should be no larger than 3MB in size

If you upload a photo that is low in resolution or image size, we will still accept the image but a warning appears to indicate the image may not print very well and we would recommend using a different image.

If you continue to have problems with photo upload, please email us the image at help@moonpig.com and we can upload it onto the correct card and place it in your shopping basket for you to personalise further. Please make sure you include the following in your email:

  • attach the image you wish us to upload
  • the card number you have selected
  • the email address you have registered with
  • which despatch option you would like (direct to recipient, or back to you with a blank envelope) and an address
  • the size of the card you require (small, standard or large)
  • and a phone number we can contact you on.

For any other enquiries on Photo Upload please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK).

Can't Find a Card?

Moonpig.com currently has over 9000 different cards to choose from. If you are looking for something specific why not try our Keyword search that can be found on the homepage. Here are some tips for using the keyword search: 

  • try searching using single descriptive words
  • if you know part of a card’s caption type in a small section of text
  • if you know the card number (this is on the back page, above the barcode, 2 letters then 3 numbers, for example OT046)

For any other website or card search enquiries please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK).

My Flower Order

Changing or cancelling your flower order

Unfortunately we cannot guarantee that we can change or cancel any flowers orders. This is because the order may have already been processed and on its way to the recipient. If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.

Please contact our Customer Service team on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help.

Customer Services can also be contacted using our Contact Form. However, for all changes to flower orders we would advise that you call so we can help with your query right away.

Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent and so any changes are not able to be made.

When contacting Moonpig please have your order number or the email address registered with Moonpig available.

Ordering

Please keep in mind the following when making your Moonpig Flower’s order...

Addressing
It is very important to make sure that the correct address is given when ordering both our Courier and Postal flowers. We would highly recommend using a postcode and is therefore a mandatory part of the ordering process. If you are unsure of either the recipient's address or postcode, we recommend using the Royal Mails quick and efficient postcode finder at www.royalmail.com
Flower Bouquets Flower bouquets by courier
  • When ordering, please select the delivery date you would like your flowers to arrive.
  • For next day delivery please order before 2pm on the previous working day.
  • Flower delivery is free Monday to Friday.
  • There is a £4.99 charge for a Saturday delivery.
  • You will be required to add your contact number on the despatch page. This number will only be used in an emergency if there are problems pertaining to your order.
  • Please check that the delivery postcode is correct. If you are unsure of either the recipient's address or postcode, we recommend using the Royal Mail's quick and efficient postcode finder at www.royalmail.com. Orders with incorrect or partial postcodes may not be delivered.
Postal flowers Postal flowers
  • Please select the date you would like us to despatch your postal flowers. Please note that this is the date we will post the flowers and not the day they will be delivered.
  • For First Class deliveries 90% will be delivered the next working day. However in line with Royal Mail Recommendations please allow 1-3 working days after despatch for delivery.
  • We cannot guarantee the delivery date for postal flowers. If you require a guaranteed delivery date please make a selection from our flower bouquet range which is delivered by courier.
  • Special delivery options are available for postal flowers. Please note that this service is charged at an additional cost and will require a signature on delivery.

Delivery

Flower Bouquets Flower bouquets by courier
  • Your flowers will be delivered by courier.
  • Deliveries will be made between 8am and 9pm, please take this into account when ordering for a non-residential address.
  • You can track the progress of your flowers on the day of delivery.
  • It is generally the policy of our couriers to leave a card if no one is in. They may attempt redelivery later in the day but do not guarantee that they will. If re-delivery is not attempted on the same day they will try again the next working day (Monday, if Saturday is the delivery date.).
  • If it is appropriate to do so, deliveries may be left at a safe place deemed by the driver, either on the recipient's property or with a neighbour
  • It is important that if you have specific delivery requirements that you include these on the optional box on the 'despatch page.' This information is for our drivers and couriers and is to express your wishes for us to follow if the recipient is either out or unable to answer the door when we attempt delivery. Please do not add specific delivery time instructions to this box. We do not offer a timed delivery service, so any requests included in the instructions will not be fulfilled.

Delivery Exclusions
Flowers can only be sent to addresses in the UK.

  • We cannot send courier bouquets to Northern Ireland, the British Channel Islands and some areas in Scotland.
  • Deliveries to hospitals are not guaranteed. Many hospitals will not accept flowers for either their patients or their staff. We would advise that you check their policy before ordering.
  • We do not deliver on Sundays, or Bank Holidays and Christmas Day.

Hospitals
Flower deliveries to hospitals are not guaranteed. Many hospitals will not accept flowers for either their patients or staff. We would advise that you check their policy before placing your order.

Postal flowers Postal flowers
  • Delivery is made by Royal Mail. If sending by First Class, please allow 1-3 days from despatch (i.e. the date you have selected your flowers to be posted from us) for your flowers to be delivered.
  • Delivery is made by First Class Royal Mail. Please allow 1-3 days from despatch (i.e. the date you have selected your flowers to be posted from us) for your flowers to be delivered.
  • A Special Delivery ordered before 2pm and despatched Monday – Friday is guaranteed for delivery before 2pm the following day.
  • If the recipient is not at the delivery address to receive their flowers then the flowers are usually returned to the nearest Royal Mail sorting office and a note left for the recipient requesting collection. Usually it is marked as ‘Perishable Item’ so that the recipient knows to collect the flowers as soon as possible.

Delivery Exclusions
Postal flowers can only be sent to the UK and Northern Ireland

Packaging

Flower bouquets by courier
  • Most of these products are hand-tied bouquets and come in an aqua-pack of water with flower food.
  • For deliveries within the M25 our arrangements are beautifully gift-wrapped in paper and cellophane wrap with plain raffia. 
  • Deliveries outside the M25 area will be carried out by our trusted courier. In this case, the flowers are once again wrapped beautifully and are then put in a large gift box which will protect them in transit.  All additional gift products ordered with flowers will be securely placed in the box.

Supply and substitution

  • Flowers may be delivered in bud to prolong their life and prevent transit damage.
  • To ensure the best quality is supplied, we reserve the right to substitute flowers in a bouquet to an alternate product of a similar style and quality, equivalent to (or greater) in value than the original.
  • Please note that substitutions only happen on very rare occasions, and only when there is either not enough time or it is not possible to contact you before sending. We would rather do this, than disappoint or send the orders late.

Payment

  • Moonpig Flowers can only be paid for using credit/debit cards. Unfortunately Prepay can only be used on our mug, T-shirt and card products.

Product warnings

Flowers

  • Please note that some of our products contain lilies. Their pollen may stain and can be harmful to pets if eaten.
  • If lily pollen does get on fabrics, please use tape to remove - don't use water or try to brush it off.

Chocolates

  • Allergy advice: Contains milk and soya products. May contain nut and gluten traces as it has been made in a factory that handles these ingredients.

Teddy Bears

  • Please remove all tags and plastic loops before giving the Teddy bear to a child.
  • Not suitable for children under 36 months

Additional gift products and cards

Gifts

  • Additional gift products can only be purchased with our Flower Bouquets by courier range. Teddy Bear height approx 6 “

Cards

  • Square (132 x 132mm), standard (185 x 132mm) and large cards (290 x 205mm) can all be sent with our Flower Bouquets by courier range.
  • Unfortunately, we can only send our Standard (185mmx132mm) or Square (132mmx 132mm) size cards with our postal flowers. This simply due to the available space inside the box.

Add Extra Stems

  • If you would like to select this option 25% extra will be added to make a bigger bouquet.
  • A good example is our Dozen Red Roses which works out as 3 extra roses (25%) for £5 more.

Flower care

Flower bouquets by courier

Hand tied bouquets are carefully arranged by the florist so they can be placed straight into a vase on arrival for display. However, they will still need a little care to ensure that they continue to look their best.

  • Remove all external packaging but to keep the shape of the bouquet intact - leave the string tied around the stems.
  • To remove the aqua pack at the base, hold your bouquet over a sink and cut off the bottom of the film.
  • Fill a vase with lukewarm water, adding the flower food supplied.
  • Make sure your vase is completely clean, as residue can harbor bacteria which cause your flowers to wilt.
  • Lay the bouquet down on the sideboard or sink and cut about 3cm off the stems, ensuring that you make the incision at a 45-degree angle. This is to remove a layer that has covered the tips of the flowers which make it harder to drink the water.
  • Flowers should be placed in water very soon after the stems have been cut.
  • Always keep your flowers away from fruit, radiators, bright lights and drafts.
  • Keep the water level topped up.
Postal flowers

These are cut flowers which will need to little care when they arrive. Although bunched into an arrangement, they will not be hand-tied into a bouquet shape, so may need a little bit of arranging.

Postal flowers are sent in bud to avoid damage in transit so may take a few days to fully open and be seen at their best.

Flower food and the following flower care instructions are included in the box:

  • Remove the flowers from all packaging, ties and sleeves
  • Using the provided flower food sachet, add to 1 litre of fresh lukewarm water and allow to dissolve. Use a measuring jug for it is important to get the correct dilution rate. If you don’t use the full amount, keep some of the solution to fill the vase later
  • Lay the bouquet down on the sideboard or sink and cut about 3cm off the stems, ensuring that you make the incision at a 45-degree angle. This is to remove a layer that has covered the tips of the flowers which make it harder to drink the water.
  • Flowers should be placed in water very soon after the stems have been cut.
  • Always keep your flowers away from fruit radiators, bright lights and drafts.
  • Keep the water level topped up.

My Wine & Spirits Order

Placing your Order

  • Orders placed Monday to Friday before 2pm can be tracked online after 5pm the next working day.
  • All Wines & Spirits are sent by Royal Mail Tracked which aims to deliver in 2 working days.
  • Royal Mail advise that although 95% of orders will arrive in 2 working days the other 5% can take up to 4 working days.

Delivery Times

  • All deliveries for Wine & Spirits will be made by Royal Mail Tracked.
  • Deliveries (Mon – Sat) will be made between 9am – 5pm.
  • Currently, we do not offer a timed delivery service or Sunday delivery.

Delivery Exclusions

  • Wines & Spirits can only be delivered to addresses in mainland UK.
  • Allow 3 -4 working days for deliveries to Northern Ireland, The Channel Islands and areas of the Scottish Highlands.
  • We do not deliver on Sundays, Bank Holidays and Christmas Day.

Delivery Costs

  • Royal Mail Tracked (Monday – Saturday) £6.00 delivery cost
  • There is no extra cost for up to 2 bottles if all are despatched on the same day to the same address.

Delivery Procedures

  • If customers include details of a Safeplace which will only be used if the parcel cannot fit through a letterbox and there is no one at home. The postman will complete and leave a “Sorry You Were Out Card" detailing where the goods have been left.
  • If the recipient is not home and the item is too big for the letterbox, Royal Mail will leave an easy to understand ‘Something for You’ card which is posted through the letterbox, to notify the recipient of an attempted delivery. They then have the option to call or go online to arrange a redelivery on a specified day of their choice, or collect the item themselves.
  • Please do not include requests for a specific delivery time. We do not offer this service, and cannot guarantee to fulfil your request.
  • Packages can only be delivered to offices where it can be signed for.

Alcohol Legislation UK

Licensing Act 2003: it is an offence for any person under 18 years to buy or attempt to buy alcohol. For this reason, we may refuse an order or the courier may refuse to deliver at their discretion. By placing an order you confirm that both you and the person the order is to be delivered to is 18 years or over.

Cancelling an order

Unfortunately we cannot guarantee that we can change or cancel any orders for Wines & Spirits. This is because the order may have already been processed and on its way to the recipient. If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.

Please contact our Customer Service team on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help. Customer Services can also be contacted using our Contact Form. However, for all changes to Wine & Spirits orders we would advise that you call us so we can help with your query right away. Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent, and any requested changes will not be possible.

My Canvas & Acrylics Order’

Placing your Order

  • Orders placed Monday to Friday before 2pm can be tracked online after 2 working days.
  • All Canvas and Acrylic orders are despatched through YODEL and deliveries will be made between 8am and 7pm.
  • Canvas orders have a 2 day production time (i.e. if an order is placed before 2pm on Monday it will be delivered on Wednesday).
  • Acrylic orders have a 3 day production time (ie. If an order is placed before 2pm on Monday it will be delivered on Thursday).

Delivery Times

  • All deliveries for Canvas orders and Acrylics will be made by our courier partners Yodel.
  • Deliveries (Mon Friday) will be made between 8am - 7pm.
  • Currently, we do not offer a timed delivery service or a Saturday or Sunday delivery.
  • A signature is needed for all deliveries.

Delivery Exclusions

  • Canvas and Acrylic orders can only be delivered to addresses in mainland UK.
  • We do not deliver on Saturdays, Sundays, Bank Holidays and Christmas Day.

Delivery Costs

To the same address:
Quantity Courier Delivery Price
1 £7.50
2 - 9 £10.00
10 - 19 £12.50
20+ £15.00

Delivery Procedures

  • If the recipient is not home, Yodel will leave an easy to understand ‘While you were out’ card which is posted through the letterbox, to notify the recipient of an attempted delivery. The courier may attempt redelivery later in the day but do not guarantee that they will. If re-delivery is not attempted on the same day they will try again the next working day (i.e. Monday, if Friday is the delivery date).
  • The recipient may also choose the option to call or go online to arrange a redelivery on a specified day of their choice.
  • Please do not include requests for a specific delivery time. We do not offer this service, and cannot guarantee to fulfil your request.
  • Packages can only be delivered to offices where it can be signed for.

Is there anything we won't be able to print?

As indicated in our Terms of use, you are not allowed to upload, email to us or order printed items which contain or use any images or other material including text based annotations and comments, which contain any of the following:

  • Threatening, defamatory, obscene, indecent, seditious, offensive, pornographic, abusive, liable to incite racial hatred, discriminatory, menacing, scandalous, inflammatory, blasphemous, in breach of confidence, in breach of privacy or which may cause annoyance or inconvenience.
  • If the order for personalised products contains reference to any copyrighted information where you have not obtained permission.

Cancelling, or amending your Canvas or Acrylic order

Unfortunately we cannot guarantee that we can change or cancel any orders for Canvas and Acrylics. This is because the order may have already been processed and on its way to the recipient. If you do need to cancel or change an order please contact us as soon as possible. This will make it more likely that we will be able to fulfil your request.

Please contact our Customer Service team on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and we will do our very best to help. Customer Services can also be contacted using our Contact Form. However, for all changes to your Canvas or Acrylic orders we would advise that you call us so we can help with your query right away. Emails are answered during business hours in the order they are received. It is therefore possible that your order may have already been sent, and any requested changes will not be possible.

Moonpig.com aims to provide you with a fast, high-quality service, so any products you order are immediately sent for production. Please double-check your order on screen and your acknowledgement email carefully to check that all the details are correct. We cannot refund items where the personalisation has been mis-spelt due to an error made by you. Refunds will only be given for items when a manufacturing defect has been found in the product. You can only make changes to your order whilst its status on your ‘Order History’ (under the ‘My Account’ tab) shows as ‘Order Received’.

If you are uploading a photo, images must be in JPEG format. Any other format such as Word documents and PDFs cannot be accepted. For best results, we advise that you make the image dimensions approximately 1,000 pixels for the smallest edge of your photos. We print images at 300DPI (Dots Per Inch), so if you are scanning the image we recommend you use this setting. If you try to upload a photo that has a lower resolution or image size, we will accept it. However, an on screen warning will appear to let you know that the image might not print very well.

Can I hang my Canvas Print in my kitchen or bathroom?

Although our inks are resistant to the odd splash of water we don’t advise you hang them in areas of high humidity such as a kitchen or bathroom as the tension of the canvas may be affected over time. Our Acrylic Prints are ideal in these conditions though.

How do I clean my canvas?

To keep your canvas in tip top condition we recommend that you simply dust it with a clean dry cloth.

How do I hang my Acrylic Print?

Our Acrylic Prints arrive with all the hanging equipment you need. Simply follow the instructions sent with your print.

  1. Remove the protective band of the square plastic tube.
  2. Position the tube at 1/3 from the top and half way in
  3. Align the spacers underneath the square plastic tube a third way down
  4. Press the square plastic tube firmly onto the back of your Print
  5. Feed the string through the square plastic tube, even the string and tie a knot at the end
  6. Wait for 12 hours to ensure the square plastic tube has firmly been fixed onto your Print
  7. Apply the fixture to the wall accordingly and hang your Print

Payment Questions

Why am I having payment problems?

If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong CV2 / security code or expiry date. If you still have no luck, please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and we’ll assist you.

If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know the difficulty.

“Card Not Authorised” – If you receive this message, don’t panic! It doesn’t necessarily mean you have insufficient funds in your account. To combat internet fraud banks and credit card companies have introduced a series of automatic checks which can easily be falsely triggered. For example if you enter the same number several times in quick succession this will trigger a velocity check because the system thinks you are trying to hack the card. Either try another credit card or leave the order in your shopping basket and come back to the site in two hours. After two hours the lock on your card will be released. Come back to your Moonpig shopping basket and try to process the payment one more time and if you still have a problem please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK).

Feedback and General Enquiries

For any other enquiries or feedback on Moonpig.com, please use our Contact Form or call us on 0345 4500 100 (or +44 20 7803 0390 if outside the UK) and the Customer Service team will be happy to help.

 

*Calls may be recorded for quality assurance and training purposes