Returns and Refunds

We always try to ensure that our products are sent out in perfect condition. However sometimes due to situations beyond our control for example damage in post, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at sales@personalisedmemento.co.uk as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours. To help us to respond quickly, please try to include as much information as possible:

Name
Email Address
Postal Address
Order Number
Problem with fault
Photo of the fault*

*If a photo is not included we may ask you to provide photographic evidence before processing your claim. Due to the nature of the products we offer all items which are personalised are non-refundable.

Please click here to view your rights as a consumer**

How long does my refund take?

Your refund can take up to 2 weeks to be actioned. Once the refund has been actioned it can take 2-5 working days to appear in your bank account as a credit.

Multiple refund requests

If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email or over the telephone.

**You are not entitled to a cooling period under the Distant Selling Regulations for any item that is personalised or made to order.