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Shipping & Delivery

***Please note that processing/dispatch times and shipping times are detailed seperately, so please take BOTH into account when calculating your estimated arrival time***. Estimated delivery times are also displayed on all product pages, and checkout pages.

Order despatch times

All purchases are made-to-order and dispatched within 5-10 business days (Mon-Fri, and excluding Bank Holidays). You will receive a notification email to your registered email address once your order has been dispatched (please check you spam folder if necessary). See below for information about Instant Download products.

We do try to accommodate rush/express order requests, but due to order demand or supplies, it may not always be possible, so, if you require an order to be dispatched earlier than our standard lead time, please contact us before placing an order, and we will be in touch to confirm whether we can prioritise your order.

Delivery information

All UK and international orders are shipped and delivered through Royal Mail or UPS. All UK deliveries are estimated to arrive within 4 business days (Mon-Fri) following dispatch and International orders are expected to arrive within 14 business days (Mon-Fri) following despatch*.

*Please note that Business Days are counted as Monday - Friday only, weekends are not included.

UK Package Tracking:
Please note that UK standard shipping does not come with tracking - you must upgrade to tracked shipping if you wish to track your order.

Covid-19 Update

Currently, our orders are being dispatched on time and as scheduled, and the vast majority of postal deliveries are running to good time. We will continue to provide regular updates to our customers, but we would advise that some slight postal delays may occur on occassion, due to increased demand on courier services. As courier services are 3rd party, we can only provide estimated delivery dates at this time, and delivery dates provided cannot be wholly guaranteed.

Postage and packaging

All our orders are shipped through Royal Mail. Our postage and packaging costs vary depending on the weight and quantity of your order but we do try to keep costs as simple and cost effective as possible for our customers. Please see below for UK and international shipping cost guidelines.

UK orders

Standard UK delivery costs:

Our standard UK delivery costs range from £1.95 to £10.95* for individual items. All final shipping costs are automatically calculated at the checkout once you have entered your shipping address details. *multiple and custom order shipping costs may vary.

Tracked UK delivery costs:

If you would like us to send your order by a tracked service, please select our tracked delivery option and costs will be calculated at the checkout. Additional costs for tracked delivery are a direct cost from the courier at £5.

International orders

Standard International delivery

Our standard international delivery costs range from £5.49 to £15.95* for individual items. All final shipping costs are automatically calculated at the checkout once you have entered your shipping address details. *multiple and custom order shipping costs may vary.

Tracked international delivery

If you would like us to send your order by a tracked service, please select our tracked delivery option and costs will be calculated at the checkout. Additional costs for tracked delivery range from £5 - £20 depending on package weight.

Instant Downloads

Instant download purchases will be processed immediately once payment is confirmed and can be downloaded from the checkout page. A download link will also be sent to the email address you provided at checkout.

POLICIES

Refunds and Exchanges

We try to keep our shop policies simple and we want to keep our policies as open and as transparent as possible. If you have any questions, please contact enquiries@makememento.com.

We gladly accept returns, exchanges & cancellations

Contact us within: 14 days of delivery

Return items back within: 30 days of delivery

Request a cancellation within:  2 days of purchase
The following items can't be returned or exchanged
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
  • Custom or personalised orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons)
Conditions of return
Buyers are responsible for return postage costs. If the item is not returned in its original condition and packaging, the buyer is responsible for any loss in value.
Questions about your order?
Please contact me if you have any problems with your order.


Cancellations
For all purchased items on our website, you can cancel your order within 2 business days of placing your order. If you wish to cancel your order you can notify us by contacting us by email at enquiries@makememento.com

You cannot cancel your order if the goods that you have ordered of the product is personalised or custom made to your requirements.

Due to the nature of our products, they are immediately scheduled for production. Please check your order during order process and the confirmation email carefully as we cannot refund or cancel your order for personalised products which have been mis-spelt or you have had a change of heart.

Returns
We believe that you will be satisfied with your purchase. If you feel that you need to return an item, we will keep this process simple. These terms do not affect your statutory rights.

We have no liability to you unless you notify us of any damaged, defective or incorrect quantity items within 30 days of purchase. You must return goods within 30 days of receiving, in an unused state complete with packaging and all components, and we will refund you the price you paid for that product including postage and package. Please note that refunds of the purchase price for items bought as gifts can only be given to the original purchaser.

Our return policy does not apply to items which have been personalised or custom made for you or if you have provided incorrect or inaccurate information during order process. If the goods that we deliver are not what you ordered or are damaged or defective, we will replace the goods.

Please note that product returns are not able to be accepted in person at our office address and you must contact us in writing or by email before returning the goods.

Images have been provided for illustrative purposes only and we do not guarantee that any image will reproduce in true colour on your computer monitor nor that any given image will reflect or portray the full design or options relating to that product.

Please be advised that all delivery dates are estimations only, and we cannot be held liable, or provide refunds for goods where a delivery delay has occured, as delivery is via a 3rd Party company.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, please send us an email at enquiries@makememento.com.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, please contact us to arrange to return your item. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Please retain your shipping receipt for proof of postage.

Covid-19 Update

Currently, our orders are being dispatched on time and as scheduled, and the vast majority of postal deliveries are running to good time. We will continue to provide regular updates to our customers, but we would advise that some slight postal delays may occur on occassion, due to increased demand on courier services. As courier services are 3rd party, we can only provide estimated delivery dates at this time, and delivery dates provided cannot be wholly guaranteed.

Safety protocols:
We would also like to reassure customers of our processes and safety protocols. We are a Husband and Wife team with no additional staff, and our studio premises are located behind our home, so we do not travel, and all social distancing protocols are being followed automatically. Parcels are also collected from our premises to avoid unnecessary travel. We have also taken the decision to add additional DHL and UPS delivery services, to ensure that we do not take up too much of the critical services that Royal Mail provide at this time.

Lastly, our studio premises are of an exceptional standard with additional precautions being undertaken due to current circumstances, this includes;

- Frequent handwashing
- Gloves and masks worn at all times whilst working with equipment and crafts
- Regular disinfectant of surfaces and tools
- Additional packaging protocols, including disenfectant and gloves whilst wrapping.

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