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

Available in the United States, UK, Germany, France and Italy

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:

For full FAQs please click here.

Stores

Bicester Village

Bicester Village, 50 Pingle Dr, Bicester OX26 6WD

Open Mon-Sat 9am-9pm, Sun 10am-7pm

Items purchased in our Bicester Village store are eligible for an exchange within 14 days of purchase provided this is performed in-store and a receipt is attached to the original order. Please note that you cannot exchange items post closure of the store.

New York

42 Crosby St, New York NY 10012

Open Mon-Sat 11am-7pm, Sun 12pm-6pm

Items purchased in our New York store are eligible to be returned for a refund within 14 days of purchase provided this is performed in-store and a receipt is attached to the original order. Please note that items purchased from our New York store are not able to be exchanged.

Do you deliver to store?

We do not offer delivery or collections to stores for online orders, nor do we accept returns of online orders in-store.