Delivery

At Memoir Keepsakes, we are committed to ensuring your order arrives promptly and in perfect condition. We offer standard shipping on all orders within New Zealand, with a processing time of 1 to 2 business days before your order is dispatched. Delivery times typically range from 3 to 7 business days, depending on your location. Once your order is processed and shipped, you will receive a confirmation email with a tracking number so you can monitor its progress.

*Please note that pre-sale orders will not ship at the time of purchase. These orders will be dispatched as soon as the product becomes available. An estimated time of arrival is provided in the product description for your reference. Customers will receive an email notification with shipping details once their order has been sent.

At this time, we only ship to addresses within New Zealand. International shipping is not available, but we are actively working to expand our shipping options and will be able to serve customers outside of New Zealand in the near future. We appreciate your patience and look forward to offering international shipping soon.

Please ensure all order information, and personal and delivery details are correct prior to submitting your order. Orders begin the process of being fulfilled as soon as they are received and so we are not able to make changes once completed. This includes name, email, address, products purchased, cancellation, shipping, discount codes etc. We are not liable for orders sent to the wrong address.

New Zealand

• North Island NZD $12.00
• South Island NZD $15.00

Returns and Exchanges

At Memoir Keepsakes, we are committed to ensuring that you are satisfied with your purchase. We only offer refunds for items that are faulty or damaged upon arrival. We do not accept returns or offer refunds for change of mind purchases.

• Eligibility for Refund: Refunds are available exclusively for items that are defective or damaged upon receipt. We do not accept returns or issue refunds for items based on change of mind.
• Process for Refund: If you receive a faulty item, please contact our customer service team within 7 days of receipt. Provide your order number and a description of the issue, along with any relevant photos of the defect or damage. Our team will review your request and, if approved, provide you with instructions for returning the faulty item.
• Shipping Costs: The cost of return shipping for faulty items must initially be covered by the customer. However, we will reimburse you for the return shipping cost in addition to your refund once we have processed the return. Please retain your shipping receipt and include it with your return request to ensure reimbursement.
• Condition of Returned Items: Faulty items must be returned in their original condition and packaging. Please ensure that the item is securely packaged to prevent further damage during return shipping.
• Refunds: Once we receive and inspect the returned faulty item, we will process a refund to the original payment method, including reimbursement for return shipping costs. Please allow up to 10 business days for the refund and shipping reimbursement to appear in your account, depending on your bank’s processing times.

Alternatively, we offer exchanges for damaged or faulty items:

• Eligibility for Exchange: Exchanges are available only for items that are defective or damaged upon receipt. We do not offer exchanges for items based on change of mind or other reasons.
• Process for Exchange: If you receive a damaged or faulty item, please contact our customer service team within 7 days of receipt. Provide your order number, a description of the issue, and any relevant photos of the defect or damage. Our team will review your request and, if approved, provide you with instructions for returning the faulty item and selecting a replacement.
• Shipping Costs: The cost of return shipping for faulty items must initially be covered by the customer. However, we will reimburse you for the return shipping cost once we receive and process the returned item. The replacement item will be shipped to you at no additional cost. Please retain your shipping receipt and include it with your return request to ensure reimbursement.
• Condition of Returned Items: Faulty items must be returned in their original condition and packaging. Ensure that the item is securely packaged to avoid further damage during return shipping.
• Processing Time: Once we receive the returned faulty item, we will process your exchange request and ship the replacement item as quickly as possible. You will receive a confirmation email with tracking information once the replacement has been dispatched.

If you have any questions or need further assistance with a return, refund, or exchange, please contact us at hello@memoirkeepsakes.com. We are here to ensure your experience with Memoir Keepsakes meets your expectations and will assist you in resolving any issues promptly