MemoryTales

Refund & Returns Policy

Last updated: March 2026

At MemoryTales, we want you to be delighted with your personalised storybook. This policy explains your rights and our process for handling refunds and returns.

1. Personalised Products

All MemoryTales books are made to order and personalised to your specifications. Each book is uniquely created using the photos, names, and story choices you provide.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, personalised goods are exempt from the standard 14-day cooling-off period. This means we are unable to accept returns or offer refunds for change of mind, as each book is unique and cannot be resold.

2. Damaged or Defective Items

If your book arrives damaged or with a printing defect, we will make it right. We consider the following to be valid reasons for a claim:

  • Physical damage to the book (torn pages, damaged cover, water damage during transit)
  • Printing defects (smudged or missing pages, incorrect colour reproduction that significantly differs from the preview)
  • Binding defects (pages falling out, loose spine)
  • Missing pages or incorrect page order

To report a damaged or defective item, please contact us within 14 days of receiving your order at contact@memorytales.co.uk. Please include:

  • Your order number
  • Clear photographs showing the damage or defect
  • A brief description of the issue

Once we have reviewed your claim, we will offer either a full reprint of your book at no additional cost or a full refund, at your preference.

3. Wrong or Incorrect Orders

If we have made an error with your order — for example, if the wrong story, name, or photos were used due to a fault on our end — we will reprint your book at no cost.

Please contact us within 14 days of receiving your order with your order number and details of the error. We will review your order records and arrange a corrected reprint as quickly as possible.

Please note that we can only offer corrections for errors made by MemoryTales. If the book was produced accurately based on the information you submitted (names, photos, story choices), this would not be considered an error on our part.

4. Orders Lost in Transit

If your order has not arrived within 15 working days of the dispatch date, please contact us. We will investigate with our delivery partner and, if the parcel is confirmed as lost, we will offer a reprint or full refund.

5. How to Request a Refund or Replacement

To submit a refund or replacement request:

  1. Email us at contact@memorytales.co.uk with the subject line "Refund/Replacement Request".
  2. Include your order number (found in your confirmation email).
  3. Attach clear photographs showing any damage or defect.
  4. Describe the issue briefly so we can understand the problem.

We aim to respond to all refund and replacement requests within 2 working days.

6. Refund Timeline and Method

  • Once your refund request has been reviewed and approved, refunds will be processed within 14 days.
  • Refunds will be issued to the original payment method used at checkout (via Stripe).
  • Please allow an additional 5–10 working days for the refund to appear on your bank or card statement, depending on your payment provider.
  • You will receive an email confirmation once your refund has been processed.

7. Our Commitment to Quality

We take great pride in the quality of every MemoryTales book. Each book goes through quality checks before dispatch. If you experience any issues with your order, we genuinely want to hear about it and will work with you to find a fair resolution.

8. Contact Us

For any questions about our refund and returns policy, please contact us: