Last updated: September 1, 2026

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1. Scope

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This policy applies to journals purchased directly on our website. Terms for clothing and other products are set out in their respective policies. Our journals are printed after we receive each order. This does not limit any mandatory rights you have as a consumer.

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2. Cancellations and Changes

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If you need to cancel an order or correct its details, write to us as soon as possible and include your order number. We will confirm whether we can still stop or modify production. If we accept the cancellation of the entire order before it is produced, we will refund the full amount paid. Once production has begun, we will normally be unable to accept voluntary cancellations. This condition does not affect your rights in cases of non-performance, delays, or other circumstances provided for by applicable law.

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3. Returns for Change of Mind

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We do not offer voluntary returns or exchanges for change of mind or incorrect selection when the journal received matches what was advertised and has no defects. This condition applies only where the relevant legislation permits. It does not exclude mandatory rights of return, warranty, or refund.

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4. Damaged, Defective, or Incorrect Products

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If you receive a journal that is damaged, has printing defects or missing pages, or differs from what you ordered, please contact us as soon as possible. Include your order number, a description of the problem and, where possible, photographs that allow us to assess it. If you cannot provide photographs, let us know so we can find another way to review the case. We will arrange the appropriate solution, which may consist of a free replacement or a refund, respecting the rights and options granted to you by law. You do not need to contact the manufacturer directly: MEMORIES will handle your request.

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5. Delays and Orders Not Received

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The applicable production and shipping times will be disclosed before you complete your purchase. If we cannot ship your order within the stated timeframe, we will notify you of the delay and request your consent to wait where applicable. You may cancel the items pending shipment and receive the corresponding refund. If we do not obtain the consent required by law, we will cancel and refund those items. If your order does not arrive within the expected timeframe, write to us so we can investigate the shipment and arrange a solution.

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6. Return Procedure

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Contact us before sending back any product. We will provide you with the instructions and the appropriate address.

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If we need you to return an item because of a defect, damage, or error attributable to us, we will cover the necessary return costs. We will not charge restocking fees in these cases. This procedure does not condition or limit your mandatory consumer rights.

 

7. Refunds

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Refunds will be issued to the original payment method, without undue delay and within the applicable legal timeframe. We will notify you once they have been issued; the time it takes to appear will depend on your payment provider.

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Where a complete cancellation of an unshipped order applies, we will refund the total amount paid, including any shipping costs and taxes charged.

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8. Purchases on TikTok Shop

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If you purchased through TikTok Shop, start your request from your order on that platform. Its cancellation, return, and refund terms will apply, in addition to your legal rights. The restrictions on voluntary returns on our website do not replace TikTok Shop's rules.

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9. Help with Your Order

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Write to us at [CUSTOMER SUPPORT EMAIL] or use CONTACT FORM.

Nothing in this policy excludes rights that cannot be legally limited.