FAQs

Quick answers to common questions about ordering from MomentMode. If you need more help, please contact us at info@momentmode.co.uk.

Orders

Do I need to create an account to order?

No. You can check out as a guest. If account creation is available, creating an account may help you view order details more easily.

How do I know my order has gone through?

After placing an order, you should receive an order confirmation email.

If you do not see it, please check your spam or junk folder. If you still cannot find it, contact us at info@momentmode.co.uk with your name, order details, and payment date.

Can I change or cancel my order after placing it?

Please contact us as soon as possible at info@momentmode.co.uk.

We can only change or cancel an order while it is still being processed. Once the order has been dispatched, you may need to follow our returns process after delivery.

Can I change my delivery address after ordering?

We can only update a delivery address while the order is still being processed.

Once the order has been handed to the carrier, we may not be able to change the delivery address.

Do you charge VAT?

Prices include VAT where applicable.

Your order confirmation email will show your order details and total amount paid. If you need help with a receipt or order confirmation, please contact us with your order number.

Delivery

Where do you ship?

We currently ship to addresses in the United Kingdom only, including England, Scotland, Wales, and Northern Ireland.

We do not currently ship outside the UK.

How much does delivery cost?

Standard UK shipping is free on all orders.

The total order cost is shown clearly at checkout before payment.

How long will my order take?

Our estimated total delivery time is 5–8 business days from the day your order is placed.

This includes:

• Handling time: 1–2 business days
• Transit time: 4–6 business days

Orders are processed Monday to Friday, excluding UK public holidays. Our daily order cut-off time is 5:00 PM GMT.

Can delivery take longer?

Yes. Delivery estimates are not guarantees.

Delivery may take longer during UK public holidays, courier delays, severe weather, remote postcode deliveries, or other events outside our control.

Will I get a tracking number?

Where tracking is available, we will email you tracking details after your order has been dispatched.

Please check your spam or junk folder if you do not see the dispatch email.

My parcel has not arrived. What should I do?

First, check your tracking link if one was provided.

You can also check with neighbours, household members, building reception, or any safe place shown on the tracking.

If your order has not arrived within 10 working days after dispatch, please email info@momentmode.co.uk with your order number so we can help check the delivery status.

My parcel arrived damaged. What should I do?

Please email info@momentmode.co.uk within 7 days of delivery.

Include:

• Your order number
• A short description of the issue
• Clear photos of the item and packaging

We will review the issue and offer a suitable solution, such as a replacement, exchange, or refund where applicable.

Returns, Exchanges & Refunds

What is your return window?

You may request a return for eligible items within 30 days of delivery.

The item should be unused, in the same condition you received it, and returned with original packaging where reasonably possible.

How do I return something?

To start a return, email info@momentmode.co.uk with your order number and reason for return.

Please wait for our return instructions before sending the item back. Sending an item without contacting us first may delay your return.

How much does a return cost?

Return shipping is free for customers when the return is arranged through our approved return process.

If you use your own return method without our approval, we may not be able to refund that return postage cost.

Do you charge a restocking fee?

No. We do not charge a restocking fee.

Can I exchange instead of getting a refund?

Yes. Exchanges may be available within the same 30-day return window, subject to stock availability.

Email info@momentmode.co.uk with your order number and the item you would like in exchange.

How long do refunds take?

Approved refunds are issued to the original payment method within 10 business days after we receive and approve the returned item.

Your bank, card issuer, or payment provider may take additional time to show the refund in your account.

My item is faulty. What should I do?

If your item arrives faulty, damaged, or incorrect, email info@momentmode.co.uk within 7 days of delivery with your order number and clear photos.

For faulty goods, your statutory rights may apply beyond our standard 30-day return window.

What items cannot be returned?

We may not accept returns for:

• Items used, washed, altered, or damaged after delivery, unless faulty
• Items returned outside the 30-day return window, unless a statutory right applies
• Gift cards, where applicable
• Custom or personalised items, unless faulty
• Items sent back without contacting us first

Products

What does MomentMode sell?

MomentMode sells homeware and accessory products, including rattan and bamboo lampshades, seagrass baskets, wooden chopping and serving boards, wall lampshades, and selected natural homeware items.

Are your products handmade?

Some of our products are hand-woven or made using natural materials such as rattan, bamboo, seagrass, and wood.

Because of this, small variations in colour, texture, shape, weave, and size may occur. These variations are part of the character of natural and hand-woven products and are not usually considered faults.

Will the colour exactly match the photo?

We try to show product colours as accurately as possible.

However, colours may appear slightly different due to lighting, screen settings, photography, natural material tone, or product variation.

What size bulb fits your lampshades?

Please check the individual product page for fitting type, size, and usage details.

If the product page does not clearly state the fitting information, contact us before ordering and we will help confirm.

Do the lampshades come with a fitting or cable?

Please check the individual product description.

Some lampshades may be supplied as shade-only products, while others may include additional parts where stated. If you are unsure, contact us before ordering.

How do I care for wooden chopping or serving boards?

Hand-wash wooden boards with warm water and mild washing-up liquid.

Dry immediately after washing. Do not soak wooden boards and do not place them in a dishwasher, as this may damage the wood.

Can seagrass baskets be used around food?

Seagrass baskets can be used for general storage.

If using them around unpackaged food, we recommend using a clean liner or cloth between the basket and the food. Do not soak or wash seagrass baskets in a dishwasher.

Payment

What payment methods do you accept?

We accept the payment methods shown at checkout.

Available options may include major debit cards, credit cards, and other supported online payment methods. The exact options may depend on your device, browser, location, and the payment services enabled at checkout.

Is checkout secure?

Payments are processed securely through third-party payment providers.

MomentMode does not store your full debit card or credit card details on our website.

Why does my bank ask for an extra code at checkout?

Some card payments may require extra verification from your bank or payment provider.

This may include a one-time passcode, banking app approval, or another security check. This helps protect customers from unauthorised card use.

My payment was declined. What should I do?

If your payment is declined, please check your card details, billing address, available funds, and any bank security prompts.

You may try again, use another payment method, or contact your bank for more information.

My bank shows a pending payment, but I did not get an order confirmation. What should I do?

Sometimes a bank may show a pending authorisation after an unsuccessful or incomplete payment attempt.

This is not always a completed charge and is usually released automatically by your bank or payment provider.

If you are unsure, please contact your bank first. You can also email us with the date, time, and amount of the payment attempt.

Privacy & Account

Do you sell my personal data?

No. We do not sell your personal information.

Please read our Privacy Policy for more details about how we collect, use, and protect customer information.

How do I unsubscribe from marketing emails?

You can unsubscribe using the unsubscribe link in any marketing email, where available.

You can also email info@momentmode.co.uk and ask to be removed from marketing emails.

Unsubscribing from marketing emails will not stop important service emails, such as order confirmations, dispatch updates, refund notices, or customer support replies.

How do I request access to or deletion of my data?

Email info@momentmode.co.uk with “Privacy Request” in the subject line.

We may ask for proof of identity before responding to a request. Some records may need to be kept where required for legal, tax, accounting, or fraud-prevention reasons.

About MomentMode

Where are you based?

MomentMode is based in Bolton, in the north-west of England.

Address:
72 Cross St, Farnworth
Bolton BL4 7AJ
United Kingdom

Do you have a shop I can visit?

MomentMode is currently an online store.

Our Bolton address is our business contact address and order handling address. Please contact us before visiting, as we may not operate as a public showroom.

Do you sell to trade or wholesale customers?

Our website is mainly for consumer orders.

If you have a trade or wholesale enquiry, please email info@momentmode.co.uk with details of your request.

Still Need Help?

MomentMode
72 Cross St, Farnworth
Bolton BL4 7AJ
United Kingdom

Email: info@momentmode.co.uk
Phone: +44 1204 703730

Customer support hours:
Monday to Friday, 9:00 AM – 5:00 PM GMT