Animated gif of a post man from 20th century delivering packages on a bicycle and falling.

returns

Oh no! Something's not right?

We always go above and beyond to deliver the best products and experience to you, but sometimes things just don't go as planned.

And because you're reading this page, chances are that's exactly what happened.

What can I expect, if...

  • My order was damaged when I received it.

    We will handcraft new items for you as fast as possible and send them to you free of charge.

  • The product contains wrong photos or data.

    We will handcraft new item for free and give you a 20% discount for your next purchase.

  • I received my order later than expected.

    If your order was late more than 3 days we will refund you 25% of the purchase price.

  • I never received my order and it's very late now.

    We will send you a new package* and refund 25%. If you don't want your order anymore we will fully refund it.

How to

We don't complicate things.

Simply send us an email to info@memory-collage.com and tell us what happened along with your order number. Don't forget to attach photos that will help us understand the issue. We will get back to you and make things right as soon as possible.

In most cases we won't ask you to send us the products back and photos of the issue will be sufficient.**

Frequently asked questions

I changed my mind about the order. Can I cancel it?

Because our products are fully personalised and custom made, we can only accept cancellation requests within the first 12 hours.

In any case, please reach out to us and we will see what we can do. :)

I received the product, but I don't like it.

We're very sorry to hear that the product you received did not meet your expectations :(

Because we provide previews of your custom products before you make an order, we might not be able to fully refund your order in this case, but please send us a message and we will see what we can do. Your satisfaction and excellent customer service is our top priority.

The photos are misaligned or not straight.

We take the utmost care when creating your Memory Collage to make sure everything's perfect, but because it's a handmade product some misalignments might occur.

For this reason, some inconsistencies might still be within the limit, but in any case please send us a photo of your product and we will let you know what we can do.

How long will it take to resolve my issue?

We will get back to you within 24 hours - usually within 2 hours (if we're not sleeping).

In case we will be making a replacement product for you, we will prioritise it and make it before any other order. Therefore the replacement product should be handed over to the courier company within 1 business day.

* We will send you new package or you will be eligible for a refund, if your order is late more than 3 business days and we cannot locate the package.

** In rare cases we reserve the right to ask you to send us the product back to us. All shipping expenses will be covered by us.