Mems / Orders
Delivery, refunds & reprints
If prints are damaged, defective, incorrect or do not arrive, tell us and we’ll assess a reprint, refund or other remedy.
Production and delivery
Mems sends approved print files and delivery details to authorised fulfilment operators and, when configured, a print provider for production and shipping. The delivery estimate shown in the app or order update is an estimate and may be affected by the destination, carrier, customs, weather or peak periods. Tracking is provided when the selected shipping service supports it.
Check the delivery name and address before payment. If an order has not entered production, we will try to correct an address or cancel it, but changes are not guaranteed after submission.
Damaged, defective or incorrect prints
Contact us as soon as reasonably possible after delivery. Include your order reference and a description of the problem. We may ask for a photo of the affected prints or packaging so we can verify the issue with the printer. Do not send photos containing sensitive material unless requested and necessary.
If the goods fail an applicable consumer guarantee—for example, they arrive damaged, have a production defect, are materially different from the approved order, or are not fit for their ordinary purpose—we will provide the remedy required by law. Depending on the issue, this may be a reprint, replacement, refund or reimbursement of reasonable return costs.
Missing or late orders
If the estimated delivery window has passed, contact us so we can check the production and carrier status. We may ask you to confirm the address and allow a reasonable carrier investigation. If the order is confirmed lost or cannot be delivered within a reasonable time, we will offer an appropriate reprint or refund, subject to your consumer rights.
Change-of-mind cancellations
Each pack is personalised using your chosen photos. You can request cancellation before production starts, and we will make reasonable efforts to stop the order. Once personalised production has begun, we generally cannot offer a change-of-mind cancellation or refund. This does not limit remedies for defective, damaged, incorrect, misleadingly described or undelivered goods, or any other rights that cannot be excluded.
Photo selection and crop
Please review each photo and crop before confirming. Variations caused solely by the source image—such as low resolution, blur, colour, framing or content visible in the approved preview—are not normally manufacturing defects. If the delivered result materially differs from the approved preview because of our or our printer’s error, contact us.
Refund timing
Approved refunds are returned to the original payment method. We submit them promptly, but your bank or card network may take additional business days to display the credit. We will confirm when the refund has been initiated.
Get order help
Email [email protected] with the email on your Mems account, order reference and a short description. Never send full card details.
Contact order support