1. ORDERING
1.1 Do I need to open an account in order to shop with you?
Yes, Having an account with us means that you will be officially authorized by one of our team members and get the best rates with the finest quality.
Also the account will allow you for faster checkout with all of your details already registered, an account will make you a special customer for us.
1.2 How do I create an account?
Please click on “Login/Register” followed by ‘Create An Account’ and fill in your details and wait for approximately 72 hours to get authorization and login details sent to your email.
1.3 How do I order?
Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.
1.4 I have problems adding items to my shopping cart
You will be able to add the items as long as it is available. There could be an instance where the item details might be out of stock you will only need to modify some of your picks.
1.5 How do I pay for my orders?
We accept payments via Credit or Debit card (Mastercard, Visa ) . All payments are made within a secure encrypted payment gateway that is provided to us by Credimax.
1.6 Can I amend and cancel my order?
If the order hasn’t been processed yet, you can still cancel the order. For that we request you to contact us through e-mail on mementos.studios@gmail.com , But if your order is already processed it can not be cancelled or modified.
1.7 I have a discount code, how can I use it?
Key in the coupon code at the field “Coupon Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.
1.8 How will I know if my order is confirmed?
After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be processed when you send us an email with your printing job quoting your order number. Alternatively, you may check the status of your order in “My Account”.
2. SHIPPING & DELIVERY
2.1 When will my order be processed?
Once we receive your email that contains your printing job quoting your order number, depending on the traffic of jobs the order will be processed immediately and it will take the amount of time shown during the ordering process. You can track your order from the status in your profile.
2.2 How long will it take for me to receive my order?
Local orders will be shipped by local shipping company, it all depends on when your order will be ready if its early on a working day it will be shipped at the next day.
International orders will be shipped by DHL and the tracking number will be provided for you to track your order.
2.3 How can I track my delivery?
For international orders once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You can easily track your package with the tracking link sent in the shipping confirmation e-mail.
2.4 What are the shipping charges like?
Shipping charges are all dependent on the weight of the products.
2.5 Can I change my shipping address after my order has been confirmed?
In case you have entered the wrong shipping address we request you to contact us as soon as possible, by e-mail on mementos.studios@gmail.com If we haven’t procced the order yet, we can change the shipping address for you.
2.6 There is a missing item in my order, what should I do?
We apologize for sending you an incomplete order. Please contact our Customer Care Team at mementos.studios@gmail.com and we will get back to you as soon as we can.
2.7 I’ve received a defective item, what should I do?
We apologize if you had received a defective item from us. Please contact our Customer Care Team at mementos.studio@gmail.com with a snapshot of the product and we will get back to you as soon as we can.
2.8 I’ve received an incorrect item, what should I do?
We apologize for sending you the wrong item. Please contact our Customer Care Team at mementos.studios@gmail.com and we will get back to you as soon as we can.
2.9 I have not received my parcel, what should I do?
Kindly drop an email to our Customer Care Team at mementos.studios@gmail.com if you have not received your parcel after 5 working days of shipped notification and we will assist you accordingly.
2.10 Will there be an additional charge for redelivery?
There are no additional charges for redelivery if the mistake was from our side.
Additional charges will be applied on any matter outside our responsiblity.
2.11 I have made an order mistake what should i do?
Unfortunately processed and sent orders can not be returned, we can adjust your order for extra charges depending on the mistake you have made.
If order cant be fixed, you will need to make a new order.