Frequently Asked Questions

General Questions

How can I get in touch?

Send us an email at customerservice@perfectmoment.com.

How do I know what size to buy?

For general guidance on sizing, click here. Please refer to the size guides located on each product page for insight into the fit of specific products.

How can I provide feedback about a product?

We would love to get your feedback about our products! Send us an email at customerservice@perfectmoment.com.

Placing An Order

How do I order your products?

You can order right now in our online shop. For more information on our ordering options please visit Ordering and Payments.

Discount Codes

For information about our promotions and discount codes please visit Ordering and Payments.

Payments

For information on our payment options please visit Ordering and Payments.

Shipping

For information on our shipping options please visit Shipping.

Refunds & Returns

For information on our refunds and returns policy please visit Returns and Refunds.

Price Adjustment

For information on our pricing please visit Ordering and Payments.

Change Of Address

We may be able to change the delivery address within the UK on your order if the order has not yet left our warehouse. Please contact our customer service team as soon as possible: customerservice@perfectmoment.com.

If you wish to discuss an International change of address, please contact Customer Services: customerservice@perfectmoment.com.

Replacements

Before your parcel leaves our warehouse, it is fully checked by our packing team. If you receive an item which is damaged, please contact Customer Services immediately: customerservice@perfectmoment.com.

Managing Your Account

How do I create an account?

Please click on “Sign In” tab which is located on the top right corner of every page. Fill in your details as requested before clicking “Create an account”. It’s that simple!

For more information about creating an account please visit Terms and Conditions.

Why should I register?

You will need to register an account to use some of the services available to you on our site. Plus it makes it easier when you want to make another Perfect Moment purchase.

Have more questions for us? Get in touch

Rental

Only available in the United Kingdom

How does Perfect Moment Rental work?

Visit the Perfect Moment rental site, which is coming soon. Once you have registered an account, you will be able to rent items from the Perfect Moment rental site for up to 14 days at a time for the listed rental fee. After your rental period has ended you can return the item for free, the cleaning process is handled by our warehouse partner.

Can you extend a rental piece? For how long?

Should you wish to rent an item for a longer period before or after the item has been rented, please feel free to contact the Perfect Moment rental customer service team at info@perfectmomentrental.com and they will confirm availability.

Can I keep or purchase an item I am currently renting?

You may in some cases depending on the item. Please email Perfect Moment rental customer services on the following email info@perfectmomentrental.com for further assistance.

How many items can I rent?

You may rent up to 4 items in one order.

What happens if I receive a damaged item?

Please contact Perfect Moment Customer Services at info@perfectmomentrental.com.

We will then arrange a collection and offer a full refund as long as the item has not been worn. Please ensure that each item is checked prior to removing the security tag and wearing the item. We will unfortunately be unable to provide a refund, if the tag has been removed.

How often do you dry clean an item?

All of the items are cleaned after every rental. Every item on the MWHQ platform is cleaned to the recommended EU standards, ensuring that every item which is dispatched meets the highest quality standards, fully sanitized posing no health risks to wearers. We use an innovative system called Ozone so that every item is sanitized, in addition to dry cleaning to remove stains.

How long will my refund take to process?

Please allow up to 7 days from when the return is received for your refund to be processed.

Resale

How does the resale process work?

We have partnered with Reflaunt to provide an exclusive trade in service to allow customers to trade in second hand Perfect Moment pieces to receive credit on their next order. The process is simple and you can submit your products for a quote here:

1. Get a quote

Identify the pieces you'd like to send in with the search bar, using either the product ID or product name. Tell us about your items’ condition and receive an estimated voucher amount for each item.

2. Send in your items

Receive a free shipping label and drop your items off at your nearest UPS point.

3. Receive a Perfect Moment voucher

You will be emailed a voucher after we receive and evaluate your items - no need to wait for them to sell before redeeming your reward. Your voucher can be redeemed online at perfectmoment.com as specified in the voucher Terms and Conditions.

What can I send in?

You can send in any item that can be found in the search bar by searching the product ID or name, provided the condition is brand new, excellent, very good or good. Note that all items in good condition are not eligible for resale and will be recycled or donated on your behalf, and you will be issued a flat recycling reward for your positive contribution to circular fashion.

Please note, we do not accept the following:

Items with holes, marks or stains; Items missing part or all of the care label; Items with alterations or tailoring; Counterfeit items; Items that have not been acquired legally; Items whose sale is contrary to the law; Items with a hygiene or health risk; Kidswear, base layers or helmets.

What happens to my items after I send them in?

Once your items have been evaluated, you will receive a Perfect Moment voucher based on our team’s assessment of their value. Reflaunt will then resell all eligible items on a global network of marketplaces and pass on ineligible items to donation and recycling partners. We are unable to return items that have been submitted. Once you have sent in your items, we unfortunately cannot process return requests. You will be issued a voucher for all items that are eligible for either resale, recycling or donation.

Where is the service available?

Currently the service is available in the US only, we are looking to roll out to other markets later this year so if you have a specific request, please pass your feedback onto customerservice@perfectmoment.com

For full FAQs please click here.