Refund policy

1. Bespoke & Personalised Products

 

All MemoryTales storybooks are custom-made to order, created using the personal details, images, and story choices you provide.

Because each book is unique and made specifically for you, we cannot accept cancellations, returns, or refunds once an order has been placed — in line with UK consumer law exemptions for “personalised or made-to-order items”under the Consumer Contracts Regulations 2013.

 

2. Faulty, Damaged, or Incorrect Orders

 

If your book arrives damaged, misprinted, or contains an error caused by us, we will gladly replace or reprint it free of charge.

To help us resolve the issue quickly:

 

• Please contact us within 7 days of receiving your order.

• Include your order number and clear photos showing the issue.

 

We will review your case and arrange a replacement or alternative solution as appropriate.

3. Customer Responsibility

 

Please double-check all personalisation details (names, dates, messages, photos, and spellings) before placing your order.

MemoryTales cannot be held responsible for errors that appear exactly as submitted by the customer.

 

4. Delivery Issues

 

If your order is lost in transit or delayed beyond reasonable expectations, please get in touch and we will investigate with our delivery partners. Replacement may be offered at our discretion.

 

5. Contact Us

 

For any issues or questions about your order, please contact:

📧 support@memorytales.co.uk

We aim to respond within 2 working days.