Personalised orders
Because personalised and custom-made items are created specifically for you, they generally cannot be returned for a change of mind. Please review spelling, colours and details carefully before approving production.
Eligible non-personalised items
You may request a return for an eligible non-personalised item within 14 days of delivery. The item must be unused, undamaged and in its original condition and packaging.
Contact us first so we can confirm eligibility and share the return instructions. Do not send anything back without our written approval; unauthorised returns may leave you responsible for the return cost.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or different from what you ordered, email hello@memorise.co.uk within 48 hours. Include your order number and clear photographs of the item and packaging so we can assess what happened.
After review, Memorise will offer the appropriate remedy, which may include a replacement, repair or refund depending on the circumstances.
Refunds
Approved refunds are returned to the original payment method after the return has been assessed. Your payment provider may need additional time to display the funds.
Where appropriate, original delivery, express delivery or personalisation charges may be excluded from a refund. We will explain any applicable deduction before processing it.