Shipping policy

Memoriex — Shipping Policy

Last updated: May 2026

Our Delivery Promise

At Memoriex, we source unique, personalised, and luxury gifts from a trusted network of suppliers and workshops across the UK, Europe, and worldwide. This global sourcing model allows us to offer you an extraordinary range of products you won't find anywhere else.

We are proud to offer free standard shipping on all orders to the UK — no minimum spend, no hidden costs.

1. Free Standard UK Shipping

  • Free standard shipping is included on all orders delivered to addresses within the United Kingdom — England, Scotland, Wales, and Northern Ireland
  • No minimum order value is required to qualify for free standard shipping
  • We do not ship to PO boxes or APO/FPO addresses

2. Delivery Timeframes

Because we source products globally, delivery involves two distinct stages. Please allow for both when planning your order — especially for time-sensitive occasions such as birthdays, anniversaries, or seasonal holidays.

Stage 1 — Order Fulfilment (3–5 Business Days)

This is the time required for our supplier or workshop to prepare, personalise (where applicable), quality check, and dispatch your item. This stage begins from the moment your order is confirmed on the next available working day.

Stage 2 — Shipping & Delivery

Once your order has been dispatched, delivery times depend on the origin of the item:

Origin Estimated Delivery Time
UK-stocked items 2–5 business days after dispatch
International suppliers (Europe & worldwide) 6–11 business days after dispatch

Estimated total time from order to delivery:

  • UK-stocked items: 5–10 business days
  • Internationally sourced items: 9–16 business days

These are estimates only. Actual delivery times may vary due to carrier schedules, customs procedures, or circumstances beyond our control.

3. Weekend & Bank Holiday Processing

Please note: Our supplier and carrier networks operate Monday to Friday only.

  • Orders placed on Saturday or Sunday will begin processing on the next working Monday
  • Orders placed on UK bank holidays will begin processing on the next working business day
  • We are unable to check order status, contact suppliers, or arrange carrier interventions on weekends or bank holidays
  • Delivery timeframe estimates are based on business days only and do not include weekends or bank holidays

We recommend placing orders early in the week for the fastest possible processing and dispatch.

4. Order Cancellation

We process orders as quickly as possible to achieve the shortest possible delivery times. As a result, our fulfilment process often begins promptly after an order is placed.

Cancellation window:

  • Cancellation requests must be submitted within 2 hours of placing your order by emailing support@memoriex.co.uk with the subject line Cancel Order — [Your Order Number]
  • We will do our best to accommodate cancellation requests received within this window, but cannot guarantee cancellation once fulfilment has begun
  • Once an order has entered fulfilment or been dispatched, it cannot be cancelled — it must instead be processed as a return in accordance with our Return & Refund Policy

Personalised & custom orders:

  • Personalised orders cannot be cancelled once production has started, as items are made specifically to your requirements
  • Please review all personalisation details carefully before placing your order

Please note: When an order is placed, payment processing charges are incurred immediately by Memoriex through our payment providers. While these costs do not affect your right to a refund, we encourage customers to be certain of their purchase before ordering to avoid unnecessary processing.

5. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and a link to monitor your delivery in real time. You can also track your order at any time via our order tracking page.

If you have not received a shipping confirmation within 5 business days of placing your order, please contact us at support@memoriex.co.uk.

6. Expedited Shipping

Express delivery options may be available for certain UK-stocked items at checkout. Where available, express shipping options and their associated costs will be displayed during the checkout process.

For urgent orders not covered by standard express options, please contact us at support@memoriex.co.uk before placing your order and we will do our best to accommodate your requirements.

7. International Dispatch & Customs

Some items are dispatched directly from our EU or international supplier partners. For UK customers:

  • All prices displayed on our website are inclusive of VAT and applicable duties for UK delivery
  • We work to ensure your order clears customs without issue
  • In the rare event your order is unexpectedly flagged for import charges, please contact us immediately at support@memoriex.co.uk and we will resolve it at no cost to you
  • We are not responsible for delays caused by customs authorities, which are outside our control

8. Delays & Exceptional Circumstances

Factors that may cause delays beyond our estimated timeframes include:

  • Customs inspections and border procedures
  • National or public holidays in the country of origin
  • Severe weather events or natural disasters
  • Carrier disruptions or industrial action
  • Peak periods such as Christmas, Valentine's Day, Mother's Day, and Father's Day
  • Weekend and bank holiday non-processing days

Our guarantee: If your order has not arrived within 20 business days of your dispatch notification, please contact us immediately at support@memoriex.co.uk. We will open a full investigation with the carrier and offer a replacement or full refund upon resolution.

9. Peak Periods & Ordering Deadlines

During busy gifting seasons, we strongly recommend ordering well in advance:

  • Christmas: Order by early December
  • Valentine's Day: Order at least 2 weeks in advance
  • Mother's Day & Father's Day: Order at least 2 weeks in advance
  • Personalised items: Allow an additional 2–3 business days on top of standard timelines

10. Damaged or Lost in Transit

If your order arrives damaged or does not arrive at all:

  • Contact us at support@memoriex.co.uk within 48 hours of the expected delivery date
  • Include your order number and, where applicable, photographs of the damage
  • We will work with the carrier to investigate and will offer a replacement or full refund

11. Address Accuracy

Please ensure your delivery address is complete and accurate at the time of ordering. Memoriex cannot be held responsible for orders delayed or undelivered due to incorrect or incomplete address information provided by the customer.

12. Contact Us

For all shipping and delivery enquiries:

Email: support@memoriex.co.uk Subject line: Shipping Enquiry — [Your Order Number]

Please note that enquiries received on weekends or bank holidays will be responded to on the next working business day.

Memoriex Ltd — London, United Kingdom