Refund policy

Returns & Refunds

At Memento, we believe every detail should feel considered and effortless—including your experience with us.

We offer a 30-day return window from the date your order is received.

To be eligible for a return, your item must be unused, in its original condition, and presented in its original packaging, accompanied by proof of purchase. As each Memento piece is crafted to a premium standard, we ask that all returns reflect the same care in which they were received.

To initiate a return, please contact us at info@mementocollection.co.za. Returns must be requested prior to sending your item back. Once approved, we will provide you with the necessary instructions and return details.

Return address:Please email us for the return address.

Items returned without prior approval will not be accepted.


Damages & Order Issues

We encourage you to inspect your order upon arrival. Should your item arrive damaged, defective, or incorrect, please contact us immediately so we can resolve the matter with the care and attention it deserves.


Non-Returnable Items

Certain items are not eligible for return, including:

  • Custom or personalised pieces
  • Sale items
  • Gift cards

If you are unsure whether your item qualifies, we are always available to assist.


Exchanges

To ensure a seamless experience, we recommend placing a new order for your preferred item once your return has been approved.


European Union Customers

For orders shipped to the European Union, you are entitled to a 14-day cooling-off period. During this time, you may cancel or return your order without reason, provided the item remains unused, in its original packaging, and accompanied by proof of purchase.


Refunds

Once your return has been received and carefully inspected, we will notify you of the outcome. If approved, your refund will be processed to your original payment method within 10 business days.

Please allow additional time for your bank or card provider to complete the transaction.

If more than 15 business days have passed since your refund was approved, kindly contact us at mementosa0@gmail.com.