Frequently Asked Questions

Delivery timing depends on the product, personalisation and destination. Ready-to-dispatch items usually leave us within the timeframe shown at checkout, while personalised and larger event orders need additional preparation. Your order confirmation will include the expected dispatch information. Delivery estimates can change because each piece is prepared with care. We will contact you if we expect a material delay.

We deliver to the destinations available at checkout, with delivery from London across the United Kingdom. The available service and charge are shown before you place your order. Please provide a complete address and a contact number so the carrier can reach you.

Yes. When tracking is available, we will share the relevant dispatch or tracking details. You can also use the Track Order page or contact us on WhatsApp at +44 7476 121002 with your order number. Tracking may not update until a parcel has been collected by the carrier.

Please email hello@memorise.co.uk promptly with your order number, photographs of the packaging and the item, and a short description of the issue. Keep the packaging until we have reviewed the claim. If a carrier delay occurs, we will help you investigate it and provide the next available update.

Yes. We welcome thoughtful custom requests for weddings, engagements, celebrations and corporate gifting. Send your event date, quantity, preferred style, colour direction, personalisation and budget through our Contact page or WhatsApp. We will review the details and reply with what is possible, the expected timing and a personal quotation.

As early as possible, especially for larger quantities, detailed artwork, proofs or a fixed event date. Tell us your required delivery date before confirming a custom order so we can assess production and delivery time honestly. We will never promise a date without checking the details first.

Depending on the product, personalisation may include names, dates, short messages, colours, logos or artwork. The options available for a specific item are shown on its product page. For a custom request, send your full brief and we will confirm the suitable format, character limits and any artwork requirements.

Contact us immediately at hello@memorise.co.uk or on WhatsApp. We will try to help if production has not started, but changes cannot be guaranteed after a proof is approved or work has begun. Please check every spelling, date, name and quantity carefully before submitting your order.

Available payment methods are shown securely at checkout and may include card, Apple Pay, Google Pay, PayPal and cash on delivery where offered for your order and destination. Payment must be authorised before dispatch unless we have expressly agreed another arrangement. We do not store your full card details.

Contact us as soon as possible. We can usually help before preparation begins, but personalised and made-to-order items may not be cancellable once production has started. Your statutory consumer rights still apply, including rights relating to faulty or misdescribed goods.

Please contact us promptly if an item is faulty, damaged or materially different from its description. Depending on the issue, we may arrange a replacement, repair, price reduction or refund. Personalised and made-to-order products may be excluded from change-of-mind returns after production begins, subject to your legal rights. Approved refunds normally go back to the original payment method. Read our Returns & Refunds Policy for the full details.

Care depends on the material and product. Keep items dry and away from direct sunlight, high heat, humidity, perfume, oils and harsh cleaning products. Dust gently with a soft, dry cloth and avoid soaking, scrubbing or placing decorative pieces under pressure. If your product includes paper, fabric, wax, ribbon or printed details, handle it carefully and store it in its original packaging where possible.

Small variations in colour, texture, placement or finish can be part of the character of a handmade or carefully finished piece and are not normally defects. We do expect every item to be made to the agreed description and quality standard. If you believe a variation is a genuine fault, send us photographs and your order details so we can review it fairly.

Use the Contact page or message us on WhatsApp at +44 7476 121002. Include the product name or link, your event date and the detail you would like to confirm. We are happy to help with materials, sizing, colour direction, quantities, personalisation and care before you order.