Complaints Policy

Your memories matter to us, and so does your experience. We are committed to providing the highest standard of service on every order.

If something has not met your expectations, we want to hear from you. We treat every complaint as an opportunity to put things right and to improve what we do.

How to raise a complaint

The quickest way to resolve any issue is to contact our team directly. You can reach us by:

• Email: hello@eachmoment.co.uk
• Phone: 01603 361 584

To help us look into your complaint as quickly as possible, please include:

• Your order number (for example GB-12345)
• The name and email address used to place the order
• A clear description of the problem, with photographs or screenshots where relevant

What happens next

We take every complaint seriously and will keep you informed at each stage:

• We aim to acknowledge your complaint within 2 working days.
• We will investigate fully and aim to give you a complete response within 14 working days.
• If your complaint is complex and we need more time, we will tell you why and keep you updated until it is resolved.

Putting things right

Where we are at fault, we will work with you to find a fair solution. This may include re-processing your media, a partial or full refund of the affected service, or another resolution agreed with you. Your rights are set out in full in our Refund Policy.

If you are still not satisfied

If you are unhappy with our initial response, please let us know and ask for your complaint to be reviewed by a senior member of our team. We will take a fresh look at your case and respond to you again.

Your consumer rights

As a consumer, you have rights under the consumer protection laws of your country. If we are unable to resolve your complaint to your satisfaction, you may be entitled to refer it to your national consumer protection authority or to an alternative dispute resolution (ADR) body. We will gladly provide any information you need to do so.

Our contact details

Complaints are handled by:

Each Moment Ltd (company number 12143457)
53–55 Pitt Street, Norwich, Norfolk, NR3 1DE, United Kingdom
Email: hello@eachmoment.co.uk
Phone: 01603 361 584