Thank you for shopping at MemoVibe Studio. We want you to be happy with your custom keepsake. Please read this policy carefully before placing your order.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at [email protected].
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
1. Custom Products — Please Read Before Ordering
Returns for Personalized and Made-to-Order Products
Personalized and made-to-order products are created specifically for you based on the photo, name, date, or text you provide. Because each piece is customized for you and cannot be resold or restocked, customized products are final sale and are not eligible for returns or exchanges. However, if your customized item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery. We will review the issue and, where appropriate, provide a replacement or refund.
Please double-check all customization details (spelling, dates, photos, instructions) before confirming your order. We are not responsible for errors in the final product caused by incorrect information provided by you.
If you notice an error after placing your order, contact us immediately. If production has not yet started, we may be able to correct it.
Returns for Non-Customized Products
Non-customized products follow our standard return policy and may be returned within 5-10 days of delivery, provided they meet the return conditions stated in this policy.
2. Cancellations
You may cancel your order for a full refund if:
You contact us at [email protected]. within 24 hours of placing your order, and
Production has not yet started.
If production has already begun, we cannot cancel your order. If you are unsure, please contact us as soon as possible and we will confirm the status.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at [email protected]. with:
Your order number
A clear photo or video of the issue
A brief description of the problem
We will review your request and, at our discretion, offer one of the following:
A replacement item (if the issue is due to production or shipping)
A partial or full refund
A store credit
We may ask you to return the item. If so, we will provide a prepaid return label or reimburse reasonable return shipping costs.
4. Lost or Stolen Packages
If your tracking shows delivery but you did not receive the package, please:
Check with neighbors and your local post office.
Contact the carrier to file a claim.
Contact us at [email protected].within 7 days of the expected delivery date.
We will work with you to resolve the issue, but we are not responsible for packages confirmed as delivered by the carrier to the address you provided.
5. Incorrect Address
You are responsible for providing a correct shipping address. If an order is returned to us due to an incorrect or incomplete address, we will contact you to arrange reshipment. Additional shipping costs may apply.
6. Refund Timing
Approved refunds will be processed to your original payment method within 5–10 business days. Your bank or payment provider may take additional time to post the refund.
7. Non-Returnable Items
Custom or personalized items (unless damaged, defective, or incorrect — see Section 3)
Gift cards
Digital downloads
8. How to Request a Refund or Return
To request a refund or return, email us at [email protected]. with:
Your order number
The reason for your request
Photos (if the item is damaged or incorrect)
We will respond within 1 business day.
9. Contact
For any refund or return questions, contact us at [email protected].