FAQ
Home & Moment
Frequently Asked Questions
Complete Content for /pages/faq
This document contains the full FAQ content ready to paste into Shopify. Items in red are placeholders — fill these in with your specific information before publishing. The FAQ is organized into seven sections: Ordering & Payment, Shipping & Delivery, Returns & Refunds, Products & Materials, Custom Wedding Services, Account & Privacy, and Contact & Support.
How to publish: Online Store → Pages → Add page → Title: 'FAQ' → URL handle: 'faq' → Paste sections below. In Shopify's rich text editor, use H2 for section headings and bold for questions. Many themes also support an FAQ block with a collapsible accordion — if yours does, ask Claude Code to convert this content into that format.
Frequently Asked Questions
Welcome — and thank you for considering Home & Moment. Below are answers to the questions our customers ask most often. If you don't find what you're looking for, please reach out to us at [SUPPORT EMAIL] and we'll be glad to help.
Ordering & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Shop Pay, Apple Pay, Google Pay, and PayPal. All payments are processed securely through Shopify Payments and our other PCI-compliant payment partners. We do not store your full card information on our servers.
Is my payment information secure?
Yes. All transactions are encrypted using industry-standard TLS technology, and payment processing is handled by Shopify Payments, which is Level 1 PCI DSS-compliant — the highest level of security available for online payments.
Do you charge sales tax?
Sales tax is calculated at checkout based on your shipping address, in accordance with applicable state and local tax laws. The exact amount will be shown before you complete your purchase.
Can I modify or cancel my order after placing it?
We process orders quickly to get them to you as soon as possible, so we can only accept changes or cancellations within 12 hours of order placement. Please email us at [SUPPORT EMAIL] right away with your order number and the change you'd like to make. Once an order has been packed or shipped, we are unable to modify it, but you may be eligible to return it under our Return & Refund Policy. Custom and personalized items are not eligible for cancellation once production has begun.
I didn't receive an order confirmation email. What should I do?
Order confirmations are sent automatically within minutes of checkout. If you don't see one, please check your spam or promotions folder first. If it's still missing, email us at [SUPPORT EMAIL] with the name and email used at checkout, and we'll resend the confirmation.
Do you offer discounts or promo codes?
Yes — sign up for our newsletter at the bottom of any page to receive a welcome discount and to be the first to hear about seasonal sales and new collections. We also offer occasional promotions through our social media channels.
Can I use multiple promo codes on one order?
Only one promo code can be applied per order. Discount codes cannot be combined with other promotions unless explicitly stated.
Shipping & Delivery
Where do you ship?
We currently ship throughout the United States. International shipping is available for select items — please contact us at [SUPPORT EMAIL] before placing an international order to confirm availability and shipping costs.
How much does shipping cost?
Standard shipping within the United States is calculated at checkout based on your address and the size of your order. We offer free standard shipping on US orders over $[FREE SHIPPING THRESHOLD]. Expedited shipping options are also available at checkout for an additional fee.
[CRITICAL: Resolve the inconsistency between the homepage banner ($150) and Contact page ($100). Pick ONE threshold and use it everywhere — homepage, FAQ, shipping policy, marketing emails. The current inconsistency is an FTC deceptive-advertising risk.]
How long does shipping take?
Most in-stock items are processed within 1–3 business days and delivered within 3–7 business days for standard US shipping. Custom and made-to-order items have longer production times — see our Custom Wedding Services section below for details. You'll receive a shipping confirmation email with tracking information once your order is on its way.
How do I track my order?
Once your order ships, we'll send you a confirmation email with a tracking number and a link to follow your package. You can also log in to your account to see the status of all your orders. If you don't have an account, the tracking link in your shipping confirmation email is the easiest way to follow your package.
My tracking hasn't updated in several days. Is something wrong?
Tracking can occasionally pause for a day or two, especially during transit between carrier facilities or during busy seasons. If your tracking hasn't updated for more than 5 business days, please email us at [SUPPORT EMAIL] with your order number and we'll investigate with the carrier.
What if my package is lost or damaged?
If your package is marked delivered but you haven't received it, first check with neighbors and your local carrier facility, as packages are occasionally delivered to the wrong address. If it doesn't turn up within 48 hours, contact us at [SUPPORT EMAIL] and we'll file a claim with the carrier. For damaged items, please email us within 7 days of delivery with photos of the damage and the packaging, and we'll arrange a replacement or refund.
Do you offer expedited or overnight shipping?
Yes. Expedited and overnight shipping options are available at checkout for an additional fee. If you need an item urgently — for example, for a wedding within the next two weeks — please email us at [SUPPORT EMAIL] before ordering so we can confirm timing and explore the fastest options.
Can I ship to a different address than my billing address?
Absolutely. Just enter the shipping address you'd like during checkout. The billing address should match the address on file with your payment method.
Do you ship to PO boxes or APO/FPO addresses?
We ship to PO boxes and APO/FPO addresses through USPS. Please be aware that some carriers cannot deliver to PO boxes, so the available shipping methods at checkout will be limited to USPS for those addresses.
Returns & Refunds
What is your return policy?
We accept returns of unused, undamaged items in their original packaging within 30 days of delivery. To start a return, email us at [SUPPORT EMAIL] with your order number and the items you'd like to return, and we'll send you return instructions. Please note that custom, personalized, and final-sale items are not eligible for return.
Which items are not eligible for return?
The following items are final sale and cannot be returned:
- Custom wedding stationery and personalized items
- Hot-stamped, foiled, or engraved items made to your specifications
- Custom-designed bouquets and floral arrangements
- Items marked "Final Sale" at the time of purchase
- Gift cards
- Items damaged through use or not in original condition
How do I start a return?
Email us at [SUPPORT EMAIL] within 30 days of delivery with your order number, the items you'd like to return, and the reason for the return. We'll send you a return authorization and instructions for shipping the items back to us. Please do not send items back without contacting us first — unauthorized returns may not be refunded.
Who pays for return shipping?
If you're returning an item because of a defect or our error, we cover return shipping. For all other returns (changed your mind, sizing, etc.), the customer is responsible for return shipping costs. We recommend using a trackable shipping method, as we cannot be responsible for items lost in return transit.
How long do refunds take?
Once we receive and inspect your return, we'll process your refund within 3–5 business days. Refunds are issued to the original payment method. Depending on your bank or card issuer, it can take an additional 5–10 business days for the refund to appear on your statement. We'll send you an email when the refund has been processed on our end.
Can I exchange an item instead of returning it?
Yes, we're happy to arrange exchanges for in-stock items, subject to availability. Email us at [SUPPORT EMAIL] with your order number and the item you'd like to exchange for, and we'll guide you through the process.
My item arrived damaged. What should I do?
We're sorry to hear that. Please email us at [SUPPORT EMAIL] within 7 days of delivery with photos of the damage and the original packaging. We'll arrange a replacement or full refund as quickly as possible.
I received the wrong item. How do I get the correct one?
Please email us at [SUPPORT EMAIL] with your order number and a photo of what you received. We'll send the correct item right away at no additional cost and provide a prepaid return label for the wrong item.
Products & Materials
Are your bouquets made with real or faux flowers?
Our cascade and bridal bouquets are crafted with high-quality faux flowers — typically a combination of real-touch latex orchids and calla lilies, premium silk roses and tulips, and natural-looking foliage. The benefit of faux is that your bouquet will look fresh and beautiful from morning preparation through your last dance, and you'll have a keepsake to treasure long after the day.
How realistic do the faux flowers look?
Our pieces are designed to look strikingly realistic in person and in photographs. Real-touch latex flowers in particular are difficult to distinguish from fresh blooms — many of our brides report that wedding guests assumed the bouquet was fresh. That said, faux flowers do have a slightly different texture from fresh, and we always encourage customers to message us for additional close-up photos before ordering if realism is important to them.
Will the colors look exactly like the photos?
We work hard to photograph our pieces accurately, but please note that screen calibration, lighting, and individual material variation can cause slight differences between what you see online and the physical item. Greens and ivories in particular can read slightly differently on different screens. If exact color matching is critical (for example, matching bridesmaid dresses), please email us at [SUPPORT EMAIL] before ordering — we're happy to send additional photos in natural light.
How should I care for my faux bouquet?
Faux bouquets are remarkably low-maintenance. To keep yours looking its best:
- Store it upright or hang it stem-down in a cool, dry place
- Avoid prolonged direct sunlight, which can fade colors over time
- Dust gently with a soft brush or hairdryer on the cool, low setting
- Avoid water — most real-touch flowers are water-resistant but not designed to be submerged
How big are the bouquets?
Each bouquet listing shows approximate dimensions in the product description. Cascade bouquets vary in length depending on style — our compact cascades typically measure around 18–22 inches, while our cathedral-length pieces can reach 30 inches or more. If you're unsure which size will photograph best with your dress, email us at [SUPPORT EMAIL] and we'll help you decide.
Are your home goods handmade?
Our home collection is curated from a mix of design studios, manufacturers, and independent makers whose work we trust. Each product description specifies the source and any handmade elements. We aim to be transparent — if a piece is mass-produced, we'll say so; if it's hand-finished or made in small batches, we'll note that too.
[Adjust this answer to accurately reflect your sourcing. If most products are sourced from manufacturers/wholesalers rather than independent makers, the answer above is appropriate. Do not claim 'handmade' or 'artisan' for products that are mass-produced — this is an FTC deceptive-advertising risk.]
Where are your products made?
Our products are sourced from a combination of suppliers in the United States, Europe, and Asia, depending on the piece. Country of origin is noted on the product page where applicable, and we comply with all US country-of-origin disclosure requirements.
Do you restock items that are sold out?
Some items restock seasonally, while others are limited-edition or one-of-a-kind. If you're interested in a sold-out item, you can sign up for restock notifications on the product page, or email us at [SUPPORT EMAIL] and we'll let you know when (or if) it returns.
Custom Wedding Services
What custom wedding services do you offer?
We offer custom design for wedding bouquets, ceremony florals, and bridal stationery — including invitations, save-the-dates, place cards, menus, and signage. Each project is designed one-of-a-kind to match your color palette, theme, and venue.
How does the custom process work?
Our typical process has four stages:
- Inquiry: You email us at [SUPPORT EMAIL] with your wedding date, vision, color palette, and any inspiration photos.
- Quote and design: We send you a detailed quote, mood board, and timeline. A 50% deposit confirms the project and reserves your date on our calendar.
- Design and approval: We share digital proofs (for stationery) or sample photos (for florals) for your review. Up to two rounds of revisions are included.
- Production and delivery: Once you approve the design, we produce your order and ship it in time for your event. Final payment is due before shipping.
How far in advance should I order custom work?
We recommend booking custom wedding work as early as possible — ideally 4–6 months before your event for stationery and 2–3 months for florals. Our calendar fills quickly during peak wedding season (April–October), so earlier is always better. For rush orders within 4 weeks of an event, additional fees may apply, and availability is not guaranteed.
How much do custom orders cost?
Custom pricing varies based on the scope, materials, and timeline. Custom bouquets typically start around $[CUSTOM BOUQUET STARTING PRICE], and full wedding stationery suites typically start around $[CUSTOM STATIONERY STARTING PRICE]. We provide detailed quotes after our initial design consultation.
[Fill in your actual starting prices for custom work. If you don't have set starting prices, you can replace this with: 'Custom pricing varies based on scope. Email us with your wedding details and we'll send a detailed quote within 2 business days.']
Are custom orders refundable?
Custom and personalized work is final sale and not eligible for refund or exchange once production has begun, except in the case of a defect or our error. Deposits are non-refundable. We'll always work with you through the design and approval stage to make sure the final product is exactly what you want before we begin production.
Can you match a specific color or theme?
Yes — color matching is a core part of our custom service. We can work from Pantone references, fabric swatches, photos, or wedding palette boards. For especially precise color requirements (like matching a bridesmaid dress or a specific ribbon), we recommend mailing us a small physical sample so we can color-match in person.
Do you ship custom orders rush?
Rush production may be available for an additional fee, depending on our current calendar. Email us at [SUPPORT EMAIL] with your event date and order details, and we'll let you know what's possible.
Account & Privacy
Do I need to create an account to place an order?
No — you can check out as a guest. However, creating an account makes it easier to track your orders, save your shipping addresses, view past purchases, and receive faster customer support. You can create an account at any time.
How do I reset my password?
Click "Log in" at the top of the site, then click "Forgot password?" Enter the email address associated with your account and we'll send you a reset link. If you don't receive the email within a few minutes, check your spam folder.
How do I update my account information?
Log in to your account and click "Account" or "Profile." From there you can update your contact details, shipping addresses, and email preferences.
How do I unsubscribe from marketing emails?
Click the unsubscribe link at the bottom of any marketing email we send. You can also email us at [SUPPORT EMAIL] and ask to be removed from our mailing list. Please note that you'll continue to receive transactional emails (order confirmations, shipping notifications) even after unsubscribing from marketing.
How is my personal information protected?
We take privacy seriously. Our full Privacy Policy describes what information we collect, how we use it, and your rights — please see [PRIVACY POLICY URL]. In short: we use your information to process orders, communicate with you, and improve our service. We never sell your personal information.
Can I request a copy of my data, or ask for it to be deleted?
Yes. Depending on where you live, you may have the right to request access to, correction of, or deletion of your personal information. To submit a request, email us at [PRIVACY EMAIL] with the subject line "Privacy Request" and we'll respond within the timeframes required by applicable law (typically 45 days for California residents). For more information, see our Privacy Policy.
Contact & Support
How do I contact customer service?
The fastest way to reach us is by email at [SUPPORT EMAIL]. We aim to respond within 1 business day (typically within a few hours during business hours). You can also use the contact form at [CONTACT PAGE URL].
What are your customer service hours?
We respond to emails Monday through Friday, [HOURS, e.g., 9 AM – 6 PM Pacific Time]. Messages received on weekends and US holidays will be answered the next business day.
Do you have a phone number?
We're a small team and primarily handle inquiries by email so we can give each customer thoughtful attention and a clear written record. If your inquiry requires a phone conversation — particularly for custom wedding consultations — we're happy to schedule a call. Just email us at [SUPPORT EMAIL] and we'll set up a time.
[If you do offer a public phone line, replace the answer above with the number and hours. Many small e-commerce stores choose not to publish a phone number and that's fine — but be honest about it rather than implying one will be set up.]
Where are you located?
Home & Moment is based in [BUSINESS ADDRESS — at minimum city and state]. While we ship orders throughout the United States, we operate as an online-first store and do not have a physical retail location at this time.
Do you offer wholesale or trade pricing?
We work with select wedding planners, designers, and event professionals on a case-by-case basis. If you're interested in trade pricing or a wholesale relationship, email us at [SUPPORT EMAIL] with details about your business and we'll be in touch.
Do you offer gift cards?
Yes. Gift cards are available in a range of denominations and can be purchased at [GIFT CARD URL]. Gift cards are delivered by email and can be redeemed at checkout. Gift cards are non-refundable and do not expire.
I have a question that's not answered here. Who do I ask?
We'd love to hear from you. Email us at [liualfreda@gmail.com] with any question, big or small, and we'll get back to you as soon as we can. Whether you're choosing between two bouquet styles, planning a custom wedding suite, or just curious about a piece, we're glad to help.
Home & Moment
Implementation Guide
Placeholders to Fill In
- [SUPPORT EMAIL] — recommend hello@homeandmoment.com or support@homeandmoment.com
- [PRIVACY EMAIL] — recommend privacy@homeandmoment.com
- [FREE SHIPPING THRESHOLD] — pick ONE number ($100 or $150) and use it everywhere
- [CUSTOM BOUQUET STARTING PRICE] — your actual starting price for custom work
- [CUSTOM STATIONERY STARTING PRICE] — your actual starting price for stationery
- [BUSINESS ADDRESS] — at minimum city and state
- [HOURS] — your actual customer service hours
- [PRIVACY POLICY URL] — typically /policies/privacy-policy
- [CONTACT PAGE URL] — typically /pages/contact
- [GIFT CARD URL] — Shopify generates this automatically when gift cards are enabled
- [@HANDLE] — your actual social media handles, or remove the question if you don't have these set up yet
How to Publish on Shopify
In your Shopify admin, go to Online Store → Pages → Add page. Set the title to "FAQ" and the URL handle to "faq". Paste the content from above into the rich text editor. Use Heading 2 for section titles (Ordering & Payment, Shipping & Delivery, etc.) and Bold for individual questions. Save and publish.
Then add the FAQ page to your footer navigation under "Customer Care" (Online Store → Navigation → Footer Customer Care menu → Add menu item → link to /pages/faq).
Optional: Convert to Accordion / Collapsible Format
Most Shopify themes support an FAQ-style block where each question is collapsible. This makes the page easier to scan and is increasingly expected by customers. To set this up, you can either use a built-in theme block (check your theme's section options) or ask Claude Code to help convert this content into the accordion format your theme uses.
Maintenance
FAQs work best when they reflect what customers actually ask. Track the questions that come into [liualfreda@gmail.com] over the next few months and update the FAQ when you notice patterns — if three customers ask the same thing in a month, it belongs in the FAQ. Plan to review and refresh the FAQ at least every 6 months, especially when policies, pricing, or shipping arrangements change.