Refund policy

Returns & Exchanges

Every Momenté piece is made to order, with you in mind from the first stitch. Because of that, our return policy works a little differently than off-the-rack fashion. Don’t worry. We promise it’s simple, and we’ll make sure your experience is seamless every step of the way. Here’s how.

If Something's Wrong With Your Piece

If your garment arrives damaged, faulty, or not as listed, that's on us! We'll make it right at no cost to you. You can choose a free return or full refund, or we'll replace the piece for you, with no additional charges. Just reach out within 3 days of delivery with a few photos, and we'll take it from there.

If You Need a Different Size, or Simply Change Your Mind

Because each piece is made to order, we’re not able to offer free returns for sizing or change of mind. But we still want you to love what you receive. You’re welcome to request a size exchange, or return your piece for a refund, within 30 days of delivery, provided the item is unworn, unwashed, and returned with its original tags and packaging intact.

In these cases, please email us at enquiries@momente.com before sending anything back. We’ll provide detailed return instructions and guide you through the process. You will need to cover the cost of returning the item to us. Once your return has been received and inspected, your refund will be processed back to your original payment method.

If Your Package Hasn't Arrived

If your order hasn't arrived within 7 days of dispatch, please email us at enquiries@momente.com with your order number, and we'll begin an investigation with our courier. This can take a few business days, and we'll keep you updated throughout.

If the package is confirmed lost in transit, we'll arrange a replacement at no additional cost where possible, or a full refund if a replacement isn't possible. If the loss was due to an incorrect or incomplete address provided at checkout, we're unable to take responsibility, though we'll still help where we can.

If tracking shows your package as delivered but you haven't received it, please check with neighbours or your building's reception first. If you still can't locate it, contact us at enquiries@momente.com within 48 hours so we can investigate.

Final Sale Pieces

Pieces purchased at a reduced price, including sale, promotional, or discounted items, are final sale and not eligible for return, exchange, or refund. We'll always mark these clearly at checkout so there are no surprises.

Refunds

Once we've received and checked your return, we'll let you know it's approved and process your refund to your original payment method within 7–10 business days.

How To Start a Return

Just email us at enquiries@momente.uk with your order number and a quick note on what's going on. A real person will help you from there.