What products does the Delivery Guarantee apply to?
The Delivery Guarantee applies to all standard and large cards (Cards) ordered on the moonpig.com website or any Moonpig mobile application in the United Kingdom, Ireland, Australia or US, for delivery to a recipient in the United Kingdom, where the “Next Day/Guaranteed Delivery” Royal Mail Tracked 24 delivery option is selected.
What is the Delivery Guarantee?
We will deliver all Cards on or before your requested delivery date selected at Checkout. In the event that the delivery is made after the requested delivery date. please contact customer service & we will credit the postage cost to your Moonpig account.
Orders for next day delivery must be placed by 21.00 (9pm UK time) to be dispatched the same day. Customers must have a valid Moonpig account to take advantage of the Delivery Guarantee. Please see the General section below for all exclusions.
What if the delivery arrives after your guaranteed delivery day?
If your Card has not been delivered to the recipient by 5:00PM on your guaranteed delivery date , you can contact our customer service team (Customer Service Team) in the following ways:
- Chat - is available between the hours of 9.00am – 5.30pm, 7 days a week (excluding bank holidays).
- Social Media - Twitter: @MoonpigUK Facebook: @Moonpig
- Email - help@moonpig.com
- Post - FAO: Customer Services, Herbal House, 10 Back Hill, London, EC1R 5EN
The Customer Service Team will then investigate your complaint with Royal Mail, and if your complaint is successful, Moonpig will credit your Moonpig Money account with the amount you paid for postage.
General
The Delivery Guarantee will not apply:
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- In the event of exceptional or unforeseen circumstances outside of Moonpig’s control which impact delivery (which includes any operational issues within Royal Mail); ;
- To any other products except standard or large Cards. For the avoidance of doubt, giant cards are excluded;
- To any other delivery options except Tracked 24;
- To any recipients subject to the Next Day Postcode Exclusions, which includes the following postcodes: AB, BT, DD9-11, DG5-9, EH18-55, FK, G1-53, G61, G64, G66-70, GY, HS, IM, IOM, ,IV , JE, KA27-30, KW, KY10-16, ML1-9, PA20-80, PH30-44, PO30-41, TD, TR21-25, ZE ; and
- To orders delivered to recipients outside of the United Kingdom.