Cancel Moonpig the easy way

Core services

Moonpig is an online personalised card, gift and flower retailer. Customers create custom cards, order flowers and gifts and choose delivery options through the Moonpig website and mobile apps.

Moonpig Plus and eCards

Moonpig Plus is a paid subscription offering benefits such as a free first card and delivery for standard cards, 30% off most card sizes, one free postcard per month (postage extra) and other discounts. eCards are sold separately from the subscription and cost £0.99 per eCard.

Web (My Account) - step by step

1. Go to Moonpig and sign in to your account.
2. Select My Account from the menu.
3. Choose Moonpig Plus or Subscriptions.
4. Click Cancel Moonpig Plus and follow the on-screen prompts.
5. Keep the confirmation email or screenshot as proof.

iOS - step by step

1. Open the Moonpig iOS app and sign in.
2. Tap Account or Profile.
3. Select Moonpig Plus and tap Cancel.
4. Confirm cancellation; save the in-app confirmation or email.

Android - step by step

1. Open the Moonpig Android app and sign in.
2. Enter Account settings and find Moonpig Plus.
3. Tap Cancel and confirm.
4. Store the email confirmation or screenshot.

Phone - step by step

1. Find contact phone details via Moonpig Help Centre Contact Customer Service.
2. Call and explain you want to cancel Moonpig Plus; provide account details.
3. Ask for a cancellation reference and for confirmation by email.

Email / Help form - step by step

1. Use the customer service contact form at Moonpig Help Centre Contact Customer Service.
2. State your full name, account email and request to cancel Moonpig Plus.
3. If within 14 days of subscribing and you want a refund state this explicitly and request the refund.
4. Save the response email as proof.

Post (registered letter) - step by step

1. Write a signed letter stating your full name, account email, request to cancel Moonpig Plus and whether you request a refund.
2. Send by recorded delivery to Moonpig, 10 Back Hill, EC1R 5ET London, United Kingdom.
3. Keep proof of postage and delivery. Expect processing in several business days.

Cooling-off (change of mind within 14 days)

If you subscribed to Moonpig Plus online you have a 14 day cooling-off period under the Consumer Contracts Regulations 2013. To obtain a refund you must contact Moonpig customer service within 14 days and request cancellation. If you used Moonpig Plus benefits during that period Moonpig may deduct an amount to reflect the benefits provided. Required proof documents: account email, subscription date, any evidence of benefits used if Moonpig requests it. Applicable law: Consumer Contracts Regulations 2013.

End of commitment (subscription expiry)

Moonpig Plus is a 12 month subscription that auto-renews. To avoid renewal you must cancel before the renewal date in My Account. After the 12 month term ends, no further charges are due if you cancel before renewal. Required proof documents: account login or confirmation email. Applicable law: Consumer Rights Act 2015 principles on contract terms and automatic renewal scrutiny by the CMA.

Price increase or change to terms

If Moonpig changes the price or material terms affecting the subscription you may cancel to avoid the new price or terms. Contact customer services to confirm the change and state you cancel as a result. Required proof documents: communication from Moonpig showing the change or notification email. Applicable law: Consumer Contracts Regulations 2013 and CMA guidance on unfair contract terms for automatic renewals.

Death of the subscriber

Moonpig does not publish a specific public policy for cancellations on the grounds of death. If you need to cancel because of a subscriber death, contact customer services and provide a copy of the death certificate and proof of your authority to manage the account. Moonpig will handle requests on a case by case basis. Applicable law: Consumer Rights Act 2015 where service performance and fair contract terms apply.

Moving address or change of circumstance

Moving house is not an automatic legal ground to force cancellation unless the service becomes impossible to provide. If deliveries cannot be made to a new address contact customer services with proof of new address. Required proof documents: new address details, account confirmation. Applicable law: Consumer Rights Act 2015.

Service breach or poor performance

If Moonpig fails to deliver the service with reasonable care and skill you can claim remedies under the Consumer Rights Act 2015. For faulty goods ordered through Moonpig, you may be entitled to a refund or replacement depending on timing. Required proof documents: order number, photos of faults, delivery evidence. Applicable law: Consumer Rights Act 2015.

Before you cancel: try to negotiate

Moonpig does not publish routine retention offers. There are no public reports of standard discounts offered to keep customers. If you want to try negotiating, contact Customer Service using the Help Centre contact form or by phone and state you are considering cancellation. Ask whether they can extend your current benefits, offer a refund or provide a pro-rata refund for the remaining subscription period. Keep all written responses.

What cancelling saves - simple yearly calculation

Compare the published prices to understand savings.

Moonpig Plus annual cost: £10.99 x 1 = £10.99 per year.

Example cost of buying one eCard per month: £0.99 x 12 = £11.88 per year.

Saving if you buy one eCard per month and have Moonpig Plus instead: £11.88 - £10.99 = £0.89 saved per year.

If you buy more than one paid card per year Moonpig Plus could save more because of 30% off most card sizes and a free first card benefit. Exact savings depend on your order volume and card prices.

Cheapest alternative noted in research by product focus: Card Factory for low-cost physical cards - price not publicly disclosed in the research used for this guide.

Key UK consumer laws

Your core protections are the Consumer Contracts Regulations 2013 which give a 14 day cooling-off period for most online contracts and the Consumer Rights Act 2015 which requires services to be performed with reasonable care and skill. The Competition and Markets Authority (CMA) treats hard-to-cancel subscriptions and unclear auto-renewal terms as potential unfair practices.

How to escalate a dispute

1) Complain to Moonpig customer service first and keep copies of all messages and proof of postage or emails.

2) If that fails, get help from Citizens Advice using their guidance on cancelling services Citizens Advice - cancelling a service.

3) If you paid by credit or debit card, consider Section 75 for credit card claims or chargeback via your card issuer for qualifying transactions.

4) If Moonpig appears to use unfair contract terms relating to auto-renewal or makes cancellation difficult, you can report concerns to the CMA.

Confirmations and final billing

Keep the confirmation email or screenshot showing cancellation. If you cancelled within the 14 day cooling-off period and asked for a refund, Moonpig normally processes refunds to the original payment method within 14 days from the day Moonpig receives the returned goods or is provided with evidence of return or from the day you notify them of your decision to cancel.

Access and data

Your account remains accessible for existing orders and to view past purchases. If you want your account deleted, use the help article for deleting accounts and follow the steps; Moonpig provides a process to delete accounts via their Help Centre Delete my account. Keep copies of any messages confirming deletion.

Re-activation

You can re-subscribe to Moonpig Plus via the Website or App. If you re-subscribe within a period where a refund was issued for earlier charges, confirm new billing dates to avoid double charging.

Follow this checklist to cancel and protect your rights.

• Log in to My Account and cancel Moonpig Plus; save on-screen confirmation or screenshot.
• If you cannot cancel online, use the Help Centre contact form and request cancellation in writing.
• If within 14 days of subscribing and you want a refund, state this clearly in your message and request refund details.
• Keep proof: confirmation emails, screenshots, call reference numbers and proof of postage for registered letters.
• If you paid by credit card and Moonpig does not resolve a refund dispute, contact your card issuer to discuss Section 75 or chargeback options.
• Check future bank statements to ensure no further renewal charge was taken.