Refund policy

1. Order Cancellation Before Fulfillment

You may cancel your order at any time before it is fulfilled.

How to cancel before fulfillment

  • Via your customer account: A Cancellation Button will be available on your order page until the order is marked as Fulfilled.
  • Via email: You may also send a cancellation request to info@handcraftedmemory.com including:
    • Order number
    • Goods ordered
    • Date of order
    • Your name
    • Your address

Once your order is fulfilled, the self‑cancellation option disappears automatically.

All cancellation requests are manually reviewed and approved/declined by Handcrafted Memory.

 

2. Cancellation / Withdrawal After Fulfillment (Before Shipment)

If your order has been fulfilled but not yet shipped, you may still request cancellation via email only.

Please send your withdrawal declaration to info@handcraftedmemory.com with the same required information listed above. We will review your request and confirm approval or decline.

 

3. Withdrawal After Shipment (14‑Day Right of Withdrawal)

Once your order has been shipped and delivered, you may exercise your 14‑day right of withdrawal in accordance with EU consumer protection rules.

How to withdraw after receiving your order

You may choose either option:

  • Email withdrawal request sent to info@handcraftedmemory.com, or
  • Initiate a return through your customer account (available for eligible products only).

All withdrawal and return requests are manually reviewed and approved/declined by Handcrafted Memory.

 

4. Important Exception — Customized Goods

The right of cancellation, withdrawal, or return does not apply to goods that are:

  • Custom‑made
  • Personalized
  • Produced specifically based on your photos, names, or other personal details

Examples include (but are not limited to):

  • Custom Photo Magnets
  • Personalized glass cups with names
  • Any item created uniquely for you

These items cannot be canceled once production has begun and cannot be returned after delivery, except in cases of damage or manufacturing error.

 

5. Damages and Issues

If your order arrives damaged or incorrect, please contact us immediately at info@handcraftedmemory.com.

To help us resolve the issue quickly, please include:

  • A clear photo of the damaged or incorrect item
  • Your order number
  • The product name

We will assess the situation and offer a suitable solution. Your satisfaction is our priority.

 

6. Refunds

Once we receive and inspect your returned goods (for eligible products), we will notify you whether your refund has been approved.

If approved:

  • Your refund will be issued to your original payment method within 10 business days.
  • Please note that your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@handcraftedmemory.com.

 

7. Contact

For any questions regarding cancellations, withdrawals, or returns, you can always reach us at: info@handcraftedmemory.com