Mr Miles

We’re sorry our customer service didn’t meet your expectations. Providing great service is really important to us. If you could contact us with the details of your issue via trustpilot@moonpig.com, we’ll happily look into this for you. Please include the details of your order so that we’re able to help you as soon as we can!

Good afternoon, Mr. Miles, 

Thank you for sharing your experience! I sincerely apologize for the inconvenience caused by the non-delivery of your item. While our couriers generally maintain a high success rate, there are occasional situations beyond our control that can disrupt this process, and it appears this is one of those instances. Please rest assured that our team is diligently working to resolve this matter and is currently in communication with the carrier. We truly apologize if the process feels lengthy. As a retailer, we have to allow our carriers time to investigate all delivery issues.

Please remember that we also provide delivery options with Royal Mail; should you choose to shop with us again, feel free to request a carrier change by reaching out to our customer service team after placing your order. They will be more than happy to assist you with this at no additional cost.

We greatly appreciate your understanding as we work through this, and we are committed to making this right for you!

Kind regards,
Kasia

Good afternoon, thank you for your review. 

I am sorry you're unhappy with the refund time. 

We are unable to issue refunds until an item has physically been checked by our team, we can process exchanges in advance for future reference. Meaning you wouldn't be waiting as long. With regards to this return, it will be processed shortly for you. Apologies once again this has taken longer than expected. 

Kind Regards,

Good morning, thank you for your review.

I am very sorry to hear you have not received your order, this is certainly not what we want our customers to experience. Please accept my apologies for the inconvenience this has caused you.

We promise to do absolutely everything we can to ensure you receive your order within the time frame specified. Our couriers have a 97.8% accuracy for their 24 hour service and a 98% accuracy for their standard service but on rare occasions there are events beyond our control that result in your parcel being delayed or missing in transit whilst it is with the courier.

Our courier team has confirmed delivery with you via email.

Kind regards

Jonathan

Good afternoon, thank you for your review.

I am very sorry to hear you have not received your order, this is certainly not what we want our customers to experience. Please accept my apologies for the inconvenience this has caused you.

I can see we sent you an email in relation to your order and open case with details on the parcel current status at your local depot, please can you check your inbox at your earliest convenience.

Please bear in that due to Royal Mail strike action over the last week, many courier companies are currently hitting maximum parcel capacity which is effecting delivery in various regions across the UK.

If you require any further assistance please don't hesitate to let me know and I'll be more than happy to help.

Kindest regards,

Jonathan

Good morning, thank you for your review.

I am very sorry to hear you have not received your order, this is certainly not what we want our customers to experience. Please accept my apologies for the inconvenience this has caused you.

We have have sent you an email in relation to your order with a delivery update from the courier, please can you check your inbox at your earliest convenience.

If you require any further assistance please don't hesitate to let me know and I'll be more than happy to help.

Kindest regards,

Jonathan