Warning Cookies are used on this site to provide the best user experience. If you continue, we assume that you agree to receive cookies from this site. OK

Returns & Refunds

We hope that you are delighted with everything you buy from us. We also understand that there will be times you need to return items. 
 
You must inspect the goods on delivery or collection. If you identify any postal damages or shortages, you must inform us in writing or by telephone within 72 hours of the goods being delivered.
 
You may return goods within 14 days of the item being signed as delivered, or the delivery being confirmed by the courier for a full refund – you will need to pay the cost of returning the items. We will as appropriate repair, exchange or refund the goods or part of them.  
 
Any orders placed between 1st December and 25th December benefit from our extended return policy and can be returned up until January 10th for a full refund/repair or replacement. All other terms apply. 
 
Items under £50
 
Please obtain a ‘Certificate of Posting’ from your Post Office as this will act as proof of posting should the items go astray. Failure to obtain this certificate may prevent us from refunding you if your return is not received by us.
 
Items over £50
 
Please Note. We are unable to offer refunds or exchanges for personalised items, unless faulty.
 
We will be under no liability or further obligation in relation to the goods if:
 
a. You fail to provide notice as set above, and/or
b. You make any further use of such goods after giving notice under the clause above relating to damages and shortages and/or 
c. A defect arises because you did not follow our written instructions about the storage, commissioning, installation, use and maintenance of the goods; and/or
d. A defect arises from normal wear and tear; and/or
e. A defect arises from misuse or alterations of the goods, negligence or wilful damage or any other act by you. 
 
Refunds and Returns Policy 
All orders placed on this website are subject to our Privacy Policy and Returns & Refunds Policy. If your order has been shipped, but you have not received your order, it is your responsibility to notify our customer services team via telephone, in writing or email [email protected] within 10 days of receipt of the shipment confirmation so that we can raise a claim with our contracted courier company. You must inspect the goods on delivery or collection. If you identify any postal damages or shortages, you must inform us in writing by telephone or email within 72 hours of the goods being delivered. We hope that you are delighted with everything you buy from us. We also understand that there will be times you need to return items. You may return goods within 14 days of the item being signed as delivered, or the delivery being confirmed by the courier for a full refund – you will need to pay the cost of returning the items. Upon inspection we will as appropriate repair, exchange or refund the goods or part of them.  
Any orders placed between 1st December and 25th December benefit from our extended return policy and can be returned up until January 10th for a full refund/repair or replacement. All other terms apply. 
Please Note. We are unable to offer refunds or exchanges for personalised items, unless faulty. We will be under no liability or further obligation in relation to the goods if: a. You fail to provide notice as set above, and/or b. You make any further use of such goods after giving notice under the clause above relating to damages and shortages and/or c. A defect arises because you did not follow our written instructions about the storage, commissioning, installation, use and maintenance of the goods; and/or d. A defect arises from normal wear and tear; and/or e. A defect arises from misuse or alterations of the goods, negligence or wilful damage or any other act by you.
How to return your order 
It is your responsibility to ensure that all returns are packaged securely to prevent any damage in transit whilst being returned back to us and where possible in the original packaging. We will not accept any responsibility for any loss/damage or breakages in addition to your original fault during transit of the return. We ask that you raise this independently with the courier company and will assist with any photographic evidence as required. We always recommend that you send recorded delivery and inform us of the tracking number. 
Memento Exclusives Unit 1, Structure House Gayton Road Eastcote NN12 8NG Telephone 01327 831536 Email [email protected] 
Complaints and Comments
If you have any complaints or comments about our website or any of the products supplied to you, please contact us through the Contact Us section on the website. Alternatively, you can call us Monday-Friday between 9am and 5pm local UK time. UK customers should call 01327 831536 Customers from outside the UK should call +44 (0) 1327 831536 or email our Customer Service Manager [email protected] All complaints will be acknowledged within 24 hours of being received, either by telephone, in writing or email. 
Customs & Duty Unless otherwise stated, all items are shipped from the United Kingdom and may incur duty & other charges upon entering other countries. Any duty, clearance, tax or carrier charges must be borne by the recipient and we will not accept liability for any such costs.
We are unable to advise what the thresholds and rates are for other countries as these are determined by the respective governments and can vary significantly between countries and even items. If upon delivery there are any additional charges due our carrier will contact you to arrange payment.
Different Stock Availability - If you have selected items with different availability times then we will despatch your order when all items are ready:
Despatching of Orders - Although we try to process and despatch your order on the day of order, this may not always be possible, for the following reasons:
Pre-Orders - Products on Pre-Order or products that are not in stock at the time of ordering will despatched in the period specified on the website
Payment Card Checks - Sometimes we may need to make additional checks on your payment card which could delay your order. This is to reduce the risk of fraud.
Personalised items - items requiring personalisation for example with additional name, numbering and badges added may take an extra 3-5 days before they are ready to be despatched