Frequently Asked Questions

What is it?
3D Secure is a new security programme, endorsed by many card providers, which gives you enhanced protection when shopping online. It allows you to create your own personal password, for use as an extra security measure each time you use your credit card.

How does it work?
You only need to register your details once to create a password for your card. Then whenever you shop online using your card you will be asked to enter this password as additional validation before the order is confirmed.

What do I need to do to register?
To register you need to complete the details in the registration box supplied on the payment page so that your credit card company can verify you are the owner of the card. After entering your details you will then be asked to create a password which will be used to authenticate future orders placed online with your credit card at participating stores. The details you enter in this process will be submitted to your card issuer over a secure link; this information will not be held or viewed by Moonpig.

What if I am already registered?
If you have already registered you just need to enter your password as indicated in the box on the Verified by Visa or SecureCode screen continue.

Any other questions?
If you have any questions regarding this process please Contact Us if you require any further information or contact your card issuer using the numbers shown on the Verified by Visa or SecureCode screen.

We have some very specific restrictions on images that can be uploaded and this may be why you are having difficulty. Images must be in Jpeg format to upload to the site, any other format such as Word Documents and PDF's will not be accepted. For the best results we suggest that you make the image dimensions approximately 1000 pixels for the smallest edge of your photos.

We print images at a DPI of 300 so if you are scanning the image we recommend you use this setting.

If you try to upload a photo that has a lower resolution or image size, we will still accept the image but will give you an on screen warning that the image may not print very well.

If you continue to have problems uploading an image, the best thing would be for you to email the image to us here and we will be able to upload it onto the correct card and place it in your shopping basket for you to customise.

If you receive an unexpected error message or something strange happens while you are using the site, please make note of the following points and Contact Us.
The more information you can give us, the quicker we will be able to identify the problem.

• Where were you on the site?
• What were you doing immediately before it happened?
• If you received an error message what did the complete text say?
• Do you have a screen shot of what happened?
• Does this happen repeatedly on all cards or just one card?

Before going live, new functionality on the site is checked thoroughly with as many combinations of Internet Browser and Operating Systems as possible. However, there are thousands of combinations and sometimes problems slip through the net. If this is the case, we will try to fix the error as quickly as possible. There are a few very old and rare browsers that we just can't support because they don't have enough functionality to allow the site to work. In these cases we recommend upgrading to a newer browser. It's easy and free and it will make it easier for your view all sites not just ours.

It’s probably easier to phone when technical problems arise but if that’s not possible, please send us an email, see our Contact Details.

We recommend that you try you the Mac standard browser Safari, or a free downloadable browser such as Firefox to access the site as this may alleviate your difficulties.

If you are in the middle of ordering a card and experience problems selecting an advance despatch date, simply select any despatch date and place the card in your shopping basket. Once a card is in your basket it is saved and you will be able to contact us to alter the date (just make sure the card remains in your basket - do not press checkout)

If you are in the middle of ordering a card and are unable to select an address for a recipient, we suggest you use the back button on the site and select the mailing option to have the card send back to you with a blank envelope, you should then be able to continue the order through to your shopping basket. Once a card is in your basket it is saved and you will be able to contact us to alter the despatch address (just make sure the card remains in your basket - do not press checkout)

All our cards are despatched from our state of the art production facility in Guernsey. These cards are then delivered straight into the Royal Mail system on the evening of despatch. Once the cards have been despatched, we are unable to control the delivery process, however we will do whatever we can to rectify any problems caused by delayed delivery. Please remember that first class items are not guaranteed next day delivery and depending on the size and amount of cards you order, may take several days to arrive, particularly during peak periods.

Please make sure you allow enough time for your cards to arrive - have a look at ourDelivery and Postageinformation to find out more. Its always better for a card to be 1 day early than 1 day late. It’s also a good idea to check the order status in Order History.

If you card has still not arrived after the delivery times listed have passed please Contact Us and we will organise for the card to be reprinted.

You can change (or cancel) your order providing it hasn’t already been printed. Go to your Order History Menu in the My Account Tab and check the order status. As long as the status is Order Received then you can change or cancel your order – just click on the order number in question and select an option from the drop down menu.
When you cancel a card the cost of this cancelled card will be credited back to your Moonpig account to use to order further cards.

If the status displays anything other than Order Received then unfortunately it’s already in the system - click here to Contact Us and we’ll do our best to sort it out for you.

If you order a card to be sent back to you they will come in an outer envelope with a blank envelope ready for you to send the card on.

If you would like to send a card directly to someone please select the 'send direct' postal option and enter the name and address of the recipient. We will have the card despatched directly to them in one envelope.

If you want to use your account to order a card for someone else to give, select 'send back to me with a blank envelope', add a new address and enter the address details. This card will then be sent in a large outer envelope with a blank envelope for the card to be sent on in.

You can find all your orders listed in Order History Menu in the My Account Tab. The last 15 orders will be displayed and each one will show an order status, as follows:

Click here to go to your Order History

If you still need help, please feel free to Contact Us.

When registering with us you will have chosen a password - don’t worry if you’ve forgotten it! We can give you a new password at any time - for security reasons, we don't keep a record of passwords but we can email you a new one to replace the original.

Just click on Forgotten password in the Login/Register tab and enter your email address. You should receive an email from us instantly containing a new password and you will be able to login once again - make sure you copy and paste your new password into the login screen, as all passwords are case sensitive.

Once you’ve logged in successfully, you can change your password at any time by clicking on My Account Tab, then the Account Details Menu and selecting Change Password.

Your username is in most cases the email address you registered under, if you cannot remember this or need further help, please Contact Us.

The price of the products is shown on the card gallery page as you choose the size and are as follows-

These prices do not include postage and packing, which will depend on the delivery address and whether you are having the card sent direct to the recipient or back to you with a blank envelope.

The final price you pay will be less if you have used our Prepay Deal. A breakdown of the price, along with full discount details and P&P costs is always displayed in your shopping basket before you checkout.

After we have received your order we print your card from a blank sheet of board. We use the same board that is used by most good greeting card manufacturers. The cards are printed using an HP Indigo 3050 digital press, which is the most sophisticated digital printing press available. Depending on the design, the cards are either printed on a flat smooth board, then varnished with a durable UV varnish, or they are printed on a textured art board with an unvarnished finish. The dimensions and paper detail for each design are shown under the "View size details" link when you select the card size

Bear in mind that if you select the country, such as 'Iraq' instead of BFPO your card will be despatched to that countries individual postal system and may not arrive with the intended recipient.

We accept all major Debit and Credit cards: American Express, Master Card, Switch, Maestro, Solo, Visa, Visa Debit, Delta, Connect or Electron.

If you receive an error message on screen after a short wait, try and enter your card details again, making sure you check everything correctly - it’s often easy to enter a wrong number or expiry date (please note that on the site the expiry date field appears before the start date field). If you still have no luck, Contact Us and we’ll assist you.

If you are trying to order outside Customer Service hours, just leave your order in your shopping basket (where it is saved) and send us an email letting us know the difficulty.

“Card Not Authorised” – If you receive this message, don’t panic! It doesn’t necessarily mean you have insufficient funds in your account. To combat internet fraud banks and credit card companies have introduced a series of automatic checks which can easily be falsely triggered, for example if you enter the same number several times in quick succession this will trigger a velocity check because the system thinks you are trying to hack the card. Either try another credit card or leave the order in your shopping basket and come back to the site in two hours. After 2 hours the lock on your card will be released, try to process the payment one more time and if you still have a problem, Contact Us and we can process the transaction manually.

All payments made for our products over the Internet are processed through a secure server, which means that your card details are specially encrypted before we send them to our payment provider. Check out our Privacy and Security Policy if you’d like to find out more.

If you’re still worried about security you may want to take advantage of our Prepay facility – you pay some money into your Prepay Account, we’ll give you extra credit free and you can spend it all whenever you like! Check out Prepay Deals for more info.

Our Customer Service team are here to help so if you need any more information, please Contact Us.

Security is an important priority for us and we are committed to protecting your privacy. We are registered as required under the Data Protection Act 1998 (Reg. Z4843659) and we use the most up-to-date technology available to protect your personal details. To avoid the risk of computer fraud, your credit card number is not stored in our system at any point in the payment process. Please see our Privacy and Security Policy for further information.

The first of these previews come straight after you have customised the inside (and or back) pages of the card. If you cannot see this Middle Preview, rather than losing all the hard work you have done the best thing is to continue with the card you are ordering until you get to the shopping basket. When you get to the shopping basket you will see a small thumbnail of the card and you can click the magnifying glass to see a large preview.

If you are still unable to see a correct preview of the card, please Contact Us and we will be able to assist you, just make sure the card remains in your basket - do not press checkout!

All Internet Browsers; such as Internet Explorer, have time out functions. When you login to Moonpig you start a session on the site, if you session remains inactive for a period of time, normally about 20 minutes, you will unfortunately lose the card you are working on. Sessions are used for security purposes - especially when logging in and when accessing sites such as Internet Banking.

If you receive a session error while ordering a card on the site unfortunately it means that the card you were working on is lost, unless you have already reached the shopping basket. The best thing to do is to use your browser's back button and copy and paste the text you customised into a separate document, such as Word. Then you need to access Moonpig again, find the card you were customising and start customising again. Once a card is in your shopping basket it will be saved and you will be able to come back to it at any time.

If you continue to have problems the best thing to do is place an un-customised version of the card in your shopping basket, you can do this by completing the order process and not customising the text. Once a card is stored in your basket it is saved and you will be able to use the 'edit front' and 'edit inside' buttons to customise the card.