Moonpig Parcel Not Delivered or Refund Refused? UK Guide
Moonpig sells dated cards and gifts, so the delivery date is usually the point of the order rather than a detail of it. That matters legally: where a date was made essential, a late delivery lets you treat the contract as broken and ask for a refund, on top of the Consumer Rights Act 2015 protection for goods that never arrive.
Who delivers your Moonpig order?
Moonpig typically uses: Royal Mail, Evri, DPD. The exact courier varies by region, order size, and delivery option.
Whichever courier handled your parcel, your contract is with Moonpig, not the courier. Section 29 of the Consumer Rights Act 2015 puts the obligation on Moonpig to deliver into your physical possession.
Moonpig contact and returns
- How to contact
- Moonpig on 0345 4500 100 (daily 09:30-17:30) or help@moonpig.com, with chat through the app and website. Quote the delivery date you selected, not just the order number.
- Returns policy summary
- Personalised cards and gifts are normally excluded from change-of-mind returns. That exclusion does not apply where the item never arrived or arrived damaged.
How to claim a refund from Moonpig
- 1
Save evidence: order confirmation, tracking screenshot, any delivery photo, and chat or email transcripts.
- 2
Wait 24–48 hours past the expected delivery date in case the parcel arrives late.
- 3
Contact Moonpig via Moonpig on 0345 4500 100 (daily 09:30-17:30) or help@moonpig.com, with chat through the app and website. Quote the delivery date you selected, not just the order number. Then quote Section 29 of the Consumer Rights Act 2015 if the parcel is missing.
- 4
Set a clear written deadline (7 days). Confirm in email even if the conversation started by chat or phone.
- 5
If Moonpig refuses or delays, escalate via Section 75 (credit card over £100), chargeback (debit card, within 120 days), or trading standards.
Moonpig delivery FAQs
Is Moonpig legally responsible for a missing parcel?
Yes. Under Section 29 of the Consumer Rights Act 2015, the retailer (Moonpig) is responsible for the goods until you take physical possession. Moonpig cannot redirect you to the courier because your contract is with Moonpig, not the courier.
How long does Moonpig have to refund me?
Under Consumer Contracts Regulations, refunds are due within 14 days of cancellation. For damaged goods, a short-term right to reject and full refund applies within 30 days under the Consumer Rights Act 2015.
My Moonpig card arrived after the occasion. Can I get a refund?
Say up front that the delivery date was the point of the order. Where a date was made essential and missed, you can treat the contract as at an end and ask for a full refund rather than a redelivery.
Moonpig says personalised items are non-refundable. Does that block my claim?
No. The personalisation exclusion covers changing your mind. It does not apply to an item that never arrived, arrived damaged, or arrived after a date you were promised.
The gift arrived but the card in the same order did not. What do I claim?
Claim the missing item under Section 29 of the Consumer Rights Act 2015. Moonpig often splits an order across parcels, so give it both tracking references and ask which consignment the card was on.