3. Digital Downloads

Can I buy digital downloads?
Yes! Digital downloads are available worldwide and delivered instantly via email — perfect for last-minute gifting.

Can I personalise digital downloads?
Yes — you can add names, dates, experience type, brand/venue, and location. Mistakes can be corrected before delivery.

Can I add a gift message to digital downloads?
No — gift messages are only available for physical keepsakes.

4. Shipping & Delivery

How long does it take to process, print, and ship my order?

• Physical keepsakes: Typically 3–5 business days (UK only).

• Digital downloads: Delivered instantly via email.

Do you offer express shipping?
Not currently — all physical orders use standard UK delivery.

Do you ship internationally?

• Physical products: UK only

• Digital downloads: Worldwide

Can I track my order?
If your delivery includes tracking, you’ll receive details once your order has been dispatched.

What happens if my order is delayed or I miss delivery?
Delivery times are estimates. If your order hasn’t arrived, check the tracking link or contact the courier. For further assistance, email hello@momeo.com.

Why might my order ship separately?
Momeo typically ships all items together. Separate shipments may occur in exceptional cases, such as multiple orders.

5. Payment & Security

What payment methods do you accept?
We accept all major payment methods, including Visa, Mastercard, PayPal, Apple Pay, and Google Pay.

Where do I add a discount or promo code?
Enter the code at checkout in the designated field before completing your purchase.

Is your payment system secure?
Yes — we use secure, encrypted payment methods to protect your information.

Why is my payment being rejected?
Check your card details, available funds, and contact your bank if necessary. If the issue persists, contact hello@momeo.com.

Why is my voucher or promo code not working?
Ensure it hasn’t expired, meets all conditions, and is entered correctly. Contact us if it still doesn’t work.

Can I get a VAT receipt?
Yes — all receipts, including VAT where applicable, are emailed automatically after purchase.

Can I buy a gift card?
Not yet — gift cards are not currently available, but we hope to offer them in the future.

6. Gifts & Personalisation

Are Momeo keepsakes suitable for gifts?
Absolutely — they make thoughtful gifts for birthdays, anniversaries, weddings, baby showers, and other milestones.

What can I personalise on Momeo keepsakes?

• Digital downloads: Type of experience, brand or venue name, location of venue, full name, date valid until.

• Physical printed tickets: Short personal message on the back only.

Can I include a gift message?

• Physical keepsakes: Yes — short messages can be added on the back of the ticket.

• Digital downloads: Gift messages are not available.

Do you offer gift wrapping?
Yes — all physical keepsakes come beautifully packaged and ready to gift.

7. Returns & Exchanges

Can I return a personalised product?

• Physical keepsakes: Returns aren’t normally accepted due to made-to-order production. Contact us within 30 daysif there’s an issue, and we’ll help with a replacement or refund.

• Digital downloads: Changes can only be made before delivery; returns aren’t possible after the file is sent.

What about unpersonalised posters?
These can be returned within 30 days in their original condition for a full refund.

What if my item arrives damaged or defective?
Email hello@momeo.com within 30 days with your order number. We’ll arrange a replacement or refund.

8. Product Care & Materials

What paper are your physical keepsakes printed on?
Our tickets are printed on Mohawk Fine Paper (324gsm, Recycled) — a premium, heavyweight recycled paper with a subtle texture.

Why this paper?

• Excellent print clarity and depth

• Refined, tactile quality for a luxurious feel

• Reflects our commitment to sustainability

How should I care for my keepsake?
Keep printed products out of direct sunlight and handle gently — they’re designed to be treasured for years.

9. Sustainability & Made-to-Order Production

Are your products made-to-order?
Yes — this approach means minimal stock, fewer returns, and reduced environmental impact.

Do you make products in small batches?
Yes — we carefully manage production to reduce waste and create beautiful, personalised keepsakes without overproduction.

10. General Questions

Can I buy a gift for someone else?
Yes — enter the recipient’s address at checkout and include a short message for physical products only.

What if I have a question not covered here?
Email hello@momeo.com — we aim to respond within 1–2 business days.

Shipping & Delivery