Shipping, Cancellations, Returns & Refunds

By Kamanika Mohottige

Shipping, Cancellations, Returns & Refunds Policies


We align with logistic service providers for shipping items in order to ensure safe and speedy delivery of your orders.

Delivery within the UK is via Royal Mail First class recorded delivery. And usually within 5-7 business days.

International deliveries usually via UPS delivery services or FedEx. And for international shipments, we do not promise an expected delivery time.

In such cases collection of your order should be completely figured out between the customer and the local UPS/FedEx branch.

Tender Moments; Artist and illustrator do not hold any responsibility on arranging a doorstep delivery as its completely up to the local shipping providers policy. 

We do not offer any facility to receive deliveries (or send items) on a specific date or time preferred by the customer. Therefore we do not accept any instructions related to preferred delivery (or order shipping) date or time from the customer.

For whatever reason, if the product does not reach you with 20 business days, you may be entitled to a refund as an apology for our mistake. Non-refundable deposit for booking will not be returned. (this is not applicable for international shipping)

Deliveries to other countries may take longer time. We do not commit to any timeline for this. Please Check UPS website for their policies.

Please note if you outside of United Kingdom, you are responsible for payment of any import taxes, duties, tariffs or similar local international charges which may be imposed over and above the ordinary product cost and shipping charges.


Cancellation Policy

You have all the freedom to cancel your commission. 30 days before the agreed start date.

For cancellation of purchased products on our website, you will be fully refunded if your order has not already been sent for delivery.

Once your order has been sent to our logistic service provider for delivery, then the product is considered as ‘purchased’. In this case, we can’t serve your request for cancellation and refund.

For cancellations, you must notify us via email –, along with your order details. Refunds will be made in the same form that the payment is received. A refund may take up to 20 working days from the date of cancellation of the order.


Returns and Refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

We will gladly accept our unused products if with its original packing based on below conditions – 

You have received a damaged product (a product can be damaged during its transit. We do try our best to ensure the quality, however in rare cases a damaged product might go unnoticed) 

Mismatched product delivered (in terms of style, colour and/or size with reference to your order)

To complete your return, we require a receipt or proof of purchase.

We do not provide a refund for any damage from reasons not due to our error

For returning an order, you must write us to email within 2 days of the receipt of your product with supporting photographs for your claim + description of defects. Also, the item should retain its original packing, invoice, tags and any shipping labels that came along with the product.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over ₤50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.