Below is a list of commonly asked questions and their answers. If you have a specific question for us, please get in touch using the Contact Us form

What is a Memories Box

A Memories Box is a box that contains items to help manage bereavement, grief or loss. The box itself can be used to keep mementos safely inside.

Can I customise the contents of my Memories Box

We cannot alter the contents of the box displayed but you are able to purchase extra items to go in the box or to be sent along with it

Do you provide and personalisation service

We do not offer a personalisation service at present, but all boxes contain paints for the recipient to personalise it themselves.

How Do I Place An Order?

Select an item you’d like and if applicable the select tuning and click on “add to basket”. Continue shopping until you are ready to complete your purchase. Then click “Checkout” to confirm your items. After you have made any changes and updated the quantities as required, click “Check Out” to complete your order.

Do I need to have an account to order?

No, you can place an order as a guest. But, there are some perks if you have an account with us:

  • Quick checkout process
  • Easily view your order status and order history
  • Receive updates detailing our new releases and special promotions

When will my order be processed?

We aim to process all orders the same day. During holidays and sale seasons, please allow extra time for your order to be processed.

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day.

Please contact us if you do not receive tracking confirmation shortly after when you completed your payment.

How Will I Know That My Order Was Accepted?

You will receive an email confirmation shortly after your order has been placed. Please allow up to 2 business days for order processing.

Feel free to contact us direct with any questions via our Contact Us form or email us at [email protected].

How long will it take for my item to arrive?

We hold continuous stock levels of all products in the UK. Normally we ship orders within 2 to 3 working days. If we do not hold the stock locally at our UK warehouse or your product is on back order, we will contact you before completing the order. If you decide to proceed, please allow 2 to 4 weeks for your item to arrive. We will let you know if there are any delays. If your item hasn’t arrived after 4 weeks, please contact us.

What Payment Methods Do You Accept?

We can accept the following payment methods:

  • Visa
  • Master Card
  • American Express
  • PayPal
  • Google Pay
  • Apple Pay
  • Amazon Pay
  • Cash on Delivery

Note that Promotion and Discount codes cannot be retrospectively applied

Can I Add or Remove Items From My Order Once It Is Submitted?

Once your order has been submitted, we begin processing your order, which entails a number of steps; during this time we cannot add or remove items from your order. However, please get in touch via our Contact Us form or email us at [email protected] will be happy to discuss.

Can I use several discount codes in one order?

Promotion and discount codes cannot be used in conjunction with other promotions and discounts.

Can I change my shipping address after placing an order?

Your shipping address cannot be changed after the order has been processed or shipped. However, if you order has not been processed yet, sent us a message via our Contact Us form or email us at [email protected] and we’ll do our best to change the delivery address before it is processed.

What If An Item Is Out Of Stock?

If an item is out of stock it should not be able to purchase it given that we closely monitor stock levels. However, if an item is out of stock, we will contact you to discuss either a refund or suitable alternative product.

Will I Be Charged VAT?

All prices are inclusive of UK VAT (Value Added Tax). The price you see, is the price you pay. No hidden nasty extras.

Will I be charged for customs or import duty?

If you live in the UK, then No.

All items are shipped from UK stock so there is no import duty to pay. However, if you are outside of the UK there could be some cases where you may be liable to pay for customs or import duties for your order.

Import taxes, duties and related customs fees may be charged once your order arrives, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.

Are there any exchange rates?

All transactions are based in UK Pounds Sterling (GBP). If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

Can I Cancel My Order After It Has Been Placed?

Once your order is submitted, we begin processing your order, which entails a number of steps; during this time we are unable to modify or cancel your order.

Memories Box wants to ensure that you are completely satisfied with your shopping experience, but in case there is a problem, we gladly offer easy returns.

What’s the return policy?

You may return any product postmarked within 14 days of receipt for a refund, less any shipping charges. All products must be returned in original re-sellable condition within the original product packaging. Once we receive your return, we will process a refund for the cost of the product and let you know via email.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be received to your account.

My order arrived damaged. What do I do?

We will not knowingly or intentionally send you damaged products. Rarely and unfortunately, one of our packages has a spot of bad luck and incurs an unforeseen accident, don’t worry, just Contact Us or email us at [email protected] and we’ll make things right.

If the packaging appears in anyway damaged, please do NOT accept delivery. Take some photos and contact us straight away. We will deal directly with the courier to rectify the problem.

What if I typed the wrong email address?

Please Contact Us or email us at [email protected] so we can change your email address. We can change your email address, name, and address but we cannot change your order.

How secure is my online order?

When purchasing online using your credit card, all your information is stored in a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider’s network, where your card and transaction is authorised and approved. Your credit card information is not stored on our servers. Please refer to the Privacy and Terms of Service policies

What if I forgot my password?

On the login page, click “Forgotten your password?” link and you’ll be redirected to a page where you can create a new password.