Delivery & Returns
Delivery within Australia
Memtory currently delivers to Australian addresses only. We do not offer international shipping at this time.
Standard delivery is free for orders of AUD $80 or more. For orders under AUD $80, the available delivery options and charges will be displayed at checkout.
As every Memtory product is personalised, production time is separate from delivery time. Any delivery estimates provided at checkout are a guide only and may be affected by carrier delays or circumstances outside our control.
Changes and cancellations
Please review your Order Confirmation Email as soon as you receive it. It records the order information received by Memtory, including any customisation details displayed in the order summary, and will be used as our initial reference when reviewing your order.
If anything appears incorrect or is missing, please contact us immediately. We will do our best to assist before production begins, but changes or cancellations cannot be guaranteed.
Once production has begun, your order cannot be changed or cancelled.
If you believe the details in your confirmation email do not match what you submitted, please contact us so we can investigate. This policy does not apply where an error was caused by Memtory or a technical issue with our website.
Returns and exchanges
Each Memtory product is made specifically for you using the photo, name, wording or other customisation details you provide.
For this reason, we do not accept returns, exchanges or refunds for change of mind once production has begun.
We are also unable to provide a return, exchange or refund where the completed product accurately reflects the information or files supplied with the order—for example, if an incorrect photo, name, date, spelling or message was submitted by the customer.
This does not affect your rights under the Australian Consumer Law.
Damaged, faulty or incorrect orders
If your order arrives damaged, faulty or different from what you ordered, please contact us as soon as possible—preferably within 7 days of delivery.
Please include:
- Your order number
- A description of the problem
- Clear photos of the product
- Photos of the packaging if the item was damaged during delivery
Providing this information helps us investigate and resolve the issue more quickly.
Claims received after 7 days will still be assessed in accordance with the Australian Consumer Law. Depending on the circumstances and the nature of the problem, we will provide an appropriate remedy, which may include a correction, replacement or refund.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this policy limits or excludes any rights or remedies you may have under the Australian Consumer Law.
If you have any questions about your delivery or order, please contact us through our Contact Us page.