FAQs
Welcome to our FAQ page!
You can browse the categories below, or simply ask me a question here.
Remember, we offer Free UK Delivery on all orders!
SHIPPING & DELIVERY
How long does shipping take?
Standard UK shipping takes 2-5 business days from dispatch. Orders are typically processed within 1-2 business days. You'll receive a tracking number via email once your order ships.
What are your shipping costs?
We offer FREE standard UK shipping on all orders! For faster delivery, we also offer expedited shipping options at checkout for an additional fee.
Do you offer expedited shipping?
Yes! We offer express delivery options for customers who need their orders sooner. Select your preferred shipping method at checkout to see available options and pricing.
Do you ship internationally?
Currently, we only offer shipping within the UK.
How can I track my order?
Once your order ships, you'll receive a tracking number via email. You can track your order anytime at memoriex.co.uk/apps/parcelpanel using your order number or tracking code.
What happens if my order is damaged or lost during shipping?
If your order arrives damaged or doesn't arrive at all, please contact us at support@memoriex.co.uk within 48 hours of the expected delivery date. We'll work with the carrier to resolve the issue and either send a replacement or issue a full refund.
Can I modify my order after it's been placed?
Yes, but only if it hasn't shipped yet. Please contact us immediately at support@memoriex.co.uk to request changes. Once an order has been dispatched, we cannot make modifications.
PRODUCT INFORMATION
What materials are your products made of?
We offer over 11,000 products made from a wide variety of high-quality materials. Each product page includes detailed information about the specific materials used, so you can make an informed choice.
Are your products brand new?
Yes! All our products are brand new and sourced from reputable international and local suppliers.
How do I care for my Memoriex product?
Care instructions vary depending on the material and product type. Specific care guidelines are provided on each product page and included with your order. Generally, we recommend gentle cleaning and proper storage to maintain your item's quality.
Do you offer customization options?
Yes! We have a dedicated collection of personalised gifts that can be customized with names, dates, messages, and more. Browse our personalised collection to see all available options.
How long does customization take?
Customized and personalised orders require additional processing time (typically 2-3 extra business days) before shipping. Total delivery time for personalised items is usually 5-8 business days. Specific timelines are noted on each personalised product page.
Can I return a customised product?
Personalised and customised items cannot be returned or exchanged unless they arrive damaged or defective, as they are made specifically for you.
Do you have product warranties?
Warranty information varies by product and supplier. Please check individual product pages for specific warranty details, or contact us at support@memoriex.co.uk for more information about a particular item.
ORDERS & PAYMENTS
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure?
Absolutely. All transactions are processed through Shopify's secure, encrypted payment system. We never store your payment details.
Will I receive an order confirmation?
Yes! You'll receive an email confirmation immediately after placing your order, followed by a shipping confirmation with tracking details once your order is dispatched.
Can I use a discount code?
Yes, discount codes can be entered at checkout. Only one discount code can be used per order.
RETURNS & EXCHANGES
What is your return policy?
Return timeframes vary by product and supplier, typically ranging from 14-30 days from delivery. Items must be unworn, unused, and in their original packaging. Personalised and customised items cannot be returned unless defective. Please visit our Refund Policy page for complete details.
How do I start a return?
Contact us at support@memoriex.co.uk with your order number and reason for return. We'll provide return instructions and confirm the return timeframe for your specific product.
Who pays for return shipping?
Return shipping costs are the customer's responsibility unless the item is faulty or we sent the wrong item.
How long do refunds take?
Once we receive and inspect your returned item, refunds are processed within 5-7 business days. The refund will be issued to your original payment method.
CUSTOMER SUPPORT
How can I contact you?
We offer multiple ways to reach us:
- Email: support@memoriex.co.uk
- Contact Form & Live Chat: Visit our Contact & Help Centre
- Live Chat: Available 24/7 when our online store is open
How quickly will I get a response?
We aim to respond to all enquiries within 24 hours. Our live chat provides the fastest response when available.
What if I have a question about a specific product?
Each product page includes detailed information, but if you need additional details, please contact us at support@memoriex.co.uk with the product name or link, and we'll be happy to help.
ABOUT OUR PRODUCTS
How many products do you offer?
We have over 11,000 products in our collection, ranging from home décor and gifts to personalised items and more.
Where do your products come from?
We work with a carefully selected network of reputable international and local suppliers to bring you quality products at great prices.
Do you add new products regularly?
Yes! We're constantly updating our collection with new and exciting products. Follow us on social media or check back regularly to discover new arrivals.
Still have questions?
We're here to help! Visit our Contact & Help Centre or email us at support@memoriex.co.uk and our customer support team will be happy to assist you.