Refund policy
Every Memoires mug is printed to order, one at a time, for the person who ordered it. That changes how returns work compared to a shop that ships from a warehouse shelf, so please read this page before you order.
If something is wrong with your order, email contact@yourmemoires.com with your order number and we will sort it out.
Damaged, defective or incorrect items
If your mug arrives broken, chipped, misprinted, or is simply not the design you ordered, you are covered. Contact us within 30 days of delivery and include:
- your order number;
- a photo of the mug showing the problem;
- a photo of the shipping box if the parcel itself was damaged.
We will send a replacement free of charge, or issue a full refund if you prefer. In most cases you do not need to ship anything back to us — returning a broken mug costs more than it is worth, and we would rather put that money into making it right.
Change of mind
Because each mug is produced only after you place your order, we cannot accept returns or exchanges for change of mind, a design you decided you liked less, or a size that turned out different from what you pictured. Nothing is printed in advance and nothing can be resold.
Mug dimensions and capacities are listed on every product page. If you are unsure which size to choose, email us before ordering and we will help.
Cancelling or changing an order
Orders go into production quickly. If you need to cancel or change something — a different size, a corrected shipping address, a different design — email us as soon as possible after ordering. If production has not started yet, we will change or cancel it at no cost. Once printing has begun, the order can no longer be stopped.
Incorrect or incomplete addresses
Please check your shipping address carefully at checkout. If a parcel is returned to our fulfilment partner because the address was incomplete, incorrect or unclaimed, we will contact you. You can choose a reshipment to a corrected address, for which we charge the actual reshipment cost, or a refund of the order minus that same shipping cost.
Lost parcels and delivery problems
If tracking shows your parcel as delivered but you cannot find it, first check with neighbours and anyone else at the address, and look for a carrier notice. If it still does not turn up, contact us within 30 days of the delivery date shown in tracking.
If tracking has not moved for more than 10 business days, treat the parcel as lost and email us. We will investigate with the carrier and send a replacement or refund you.
How refunds are issued
Approved refunds go back to the original payment method. Once we process the refund, it usually appears on your statement within 5 to 10 business days, depending on your bank or card issuer. We refund the full amount paid, including the shipping that was built into the price.
Sale items and discounts
Automatic quantity discounts are applied to the order as a whole. If you return or receive a refund for part of a multi-item order, the refund is calculated on the discounted price you actually paid for that item, not the full list price.
Right of withdrawal
Memoires is registered in the Netherlands and sells to customers in the United States. Where European consumer law applies to an order, the statutory 14-day right of withdrawal does not cover goods that are made to the consumer's specifications or are clearly personalised, which includes our printed and custom mugs. The rights described elsewhere on this page apply regardless.
Questions
Email contact@yourmemoires.com. We read every message and answer within two business days.