Refund policy

Thank you for shopping with us. Given the custom nature of our products, we have specific guidelines for returns and refunds to ensure clarity and satisfaction for our customers.

Cancellations and Edits

Once an order is placed, we immediately begin the customization process. Therefore, cancellations or edits to orders are not possible. If you have concerns or errors in your order, please reach out to us at support@maisonmemoire.com as soon as possible.

Returns and Exchanges

Given the personalized nature of our products, returns for a refund are not standard practice. If there's an issue with your order, please contact us, and we'll assess the situation on a case-by-case basis.

If a product is damaged upon arrival, we're committed to making it right. Please send us detailed photos of the damage within 30 days of receipt for a no-cost replacement.

We do not accept returns or exchanges for digital products once they are delivered.

Refunds

For orders not yet produced, partial refunds may be considered. As our artists and designers begin to work on your custom design immediately after the order is placed, a fee of $30, equivalent to the cost of a digital design, will be charged to cover its cost. This ensures that the effort and resources already invested in your unique design are accounted for. Please note, certain additional service fees, such as 'Fast Track Your Design', remain non-refundable.

Refunds are processed back to the original payment method within 10 business days post-approval. Delays in the banking process may extend the time it takes for the funds to appear in your account.

However, due to the personalized nature of our products, once an order has entered the production phase, we are unable to offer refunds or accept returns. This policy is in place to acknowledge the custom, bespoke efforts that go into each product, making them uniquely tailored for each customer.

Additional Notes

Email communication is vital. Ensure your email is correct at checkout and respond promptly to design approvals to avoid delays.

Our delivery estimates are just that - estimates. While we strive for accuracy, delays may occur that are outside our control.

If a customer wishes to change the photo originally selected for their custom product, a fee of $15 will be charged for each new photo provided. This fee accounts for the additional work required to create a new design based on the newly selected photo.

If a you wish to change the photo originally selected for your custom product, a fee of $15 will be charged for each new photo provided. This fee accounts for the additional work required to create a new design based on the newly selected photo.

We value your business and aim to make your experience with us positive and straightforward. For further assistance or questions regarding our policy, please contact us at support@maisonmemoire.com.