Shipping Policy

Last updated: 2 November 2026

At Memorra, we prepare and ship personalised jewellery and accessories with care. This policy explains dispatch timelines, delivery estimates, shipping charges and support for orders placed at https://www.memorra.ltd.

1. Dispatch and delivery timelines

For orders with successful payment confirmation and complete personalisation and delivery details:

• Dispatch: within 2 calendar days of placing your order.

• Estimated delivery: within 6–7 calendar days of placing your order.

The delivery estimate includes personalisation, preparation, dispatch and courier transit. It is not an additional 6–7 days after dispatch. “Dispatch” means handing the parcel to the delivery partner. “Delivery” means the parcel reaching the address provided.

These timelines use calendar days, including weekends. Customer-support hours are separate from shipping timelines. If payment is pending, personalisation details are incomplete or an address correction is needed, we will contact you and communicate any resulting change to the timeline.

2. Free shipping

We offer free standard shipping on all orders to destinations accepted at checkout. There is no minimum order value for free shipping. Any shipping amount displayed as crossed out represents an advertised saving and is not added to your order total.

Where international delivery is offered, any applicable import duties or destination taxes are separate from shipping charges and will be explained before purchase where known. The checkout may show the currency, taxes and delivery options available for your address.

3. Delivery coverage

We ship to destinations supported by our delivery partners and accepted at checkout. A correctly formatted postal code does not itself confirm that an address is serviceable. Availability depends on the complete delivery address and courier coverage.

If we discover after ordering that the address cannot be served, support will contact you to discuss an alternative address or an appropriate refund where fulfilment is not possible. We will not ask you to accept a materially different delivery arrangement without your agreement.

4. Product-page delivery estimates

Any delivery estimate displayed on a product page is calculated for an order placed on the day you check, using the time zone shown on the store. The standard estimate is 6–7 calendar days from ordering, including dispatch within the first two days.

A postal-code field, if provided, checks the format of the entered code unless expressly stated otherwise. It is not necessarily a live courier-serviceability check or a parcel-tracking tool. After ordering, refer to your order communications and courier tracking for updates specific to your shipment.

5. Payment and order preparation

We begin processing orders after the payment required at checkout has been successfully confirmed. Where a token or advance-payment option is offered, the token is adjusted against the total product price. Any remaining balance and its payment arrangements will be shown at checkout or communicated in your order confirmation.

Available payment methods, including any balance-on-delivery option, are those expressly offered at checkout. Cancellation and token-refund conditions are covered by our Refund Policy.

6. Tracking your order

Once your order is dispatched, we will share tracking details through the contact channel associated with your order, such as email, SMS or your customer account. Courier tracking may take time to update after the parcel is handed over.

If you have not received dispatch information within the stated two-day period, contact JuliettaOlano@gmail.com with your order number.

7. Address accuracy and changes

Please provide a complete and accurate delivery address, including the recipient’s name, house or building number, street and locality, city, region, postal code and a working contact number.

For an address correction, contact JuliettaOlano@gmail.com immediately. We can only confirm a change after checking the order and courier status. Address changes may not be possible once a parcel is dispatched. If rerouting or redelivery involves an additional cost, support will explain it and obtain your agreement before proceeding.

8. Delivery attempts and returned parcels

Please ensure that you or an authorised recipient is available to receive the parcel. If delivery fails because of an incomplete address, recipient unavailability or refusal, the courier may attempt delivery again or return the parcel to us.

Contact support promptly so we can check the available options. We will explain any proposed redelivery cost before asking you to agree to it. A failed delivery does not automatically confirm cancellation or determine refund eligibility. The reason for the failure, our Refund Policy and applicable consumer rights will be considered.

9. Delayed deliveries

Delivery dates are estimates unless we expressly provide a guaranteed commitment for a particular order. Courier disruptions, severe weather, exceptional events or issues with order information may affect delivery. If we become aware of a material delay, we will communicate the available information and next steps.

If your order has not arrived within the stated 6–7-day estimate, email JuliettaOlano@gmail.com with your order number. Support will investigate with the courier and help resolve the concern. We will provide cancellation, return or refund remedies where required by applicable law. A delivery estimate does not remove those rights.

10. Lost parcels or incorrect delivery status

If tracking shows “delivered” but you have not received the parcel, check whether an authorised household member, reception desk or building security accepted it, then contact support promptly with your order number and tracking details. We will investigate the delivery record with the courier.

If a parcel is confirmed lost and cannot be delivered, we will arrange an agreed replacement or an appropriate refund. You will not be required to provide an unboxing video for a parcel you never received.

11. Damaged, tampered or incorrect parcels

If a parcel appears visibly damaged or tampered with, photograph its condition and contact support promptly. Where practical, report the concern to the delivery partner before accepting it.

For received parcels, record a continuous, unedited unboxing video showing the sealed package, shipping label, opening process and contents. An unboxing video is required for our standard assessment of delivery-related damage, missing items or incorrect products. The absence of a video will not, by itself, exclude a remedy required by applicable law.

Please report delivery-related product issues within seven days of delivery to JuliettaOlano@gmail.com. Keep the packaging and relevant evidence until the matter is resolved. Full eligibility and resolution procedures are explained in our Refund Policy.

12. Replacement and return shipping

For an approved claim involving our error, a manufacturing defect or damage on arrival, Memorra will arrange or cover reasonable return shipping and replacement delivery costs. Please obtain instructions before sending a product back or paying for a return courier. Replacement production and delivery timelines will be communicated separately after the claim is approved.

13. Customer support

For dispatch, tracking, delivery or order-related assistance:

Email: JuliettaOlano@gmail.com
Phone: +852 54298061
Staffed support hours: Monday–Friday, 10:00 AM–5:00 PM IST.

Messages may be submitted outside these hours. Routine replies are handled during staffed hours, without extending any mandatory legal deadline.

14. Business details

Legal business name: Mangshi Renxuan Department Store
Brand: Memorra
Business type: Individual business registered in the People’s Republic of China
Unified Social Credit Code: 92533103MAKFJ7FX54
Operator / authorised representative: Wang Qihang
Website: https://www.memorra.ltd

Registered address:
Room 109-2368, Building 36, Jinxiu Yangguang Jiayuan Dawan Community, Dawan Village Committee, Mangshi Town, Mangshi City, Dehong Dai and Jingpo Autonomous Prefecture, Yunnan Province, China (Mangshi Maker Space).

Please obtain return instructions before sending any product to this address.

15. Consumer rights and policy updates

Nothing in this policy excludes or limits remedies available under applicable consumer protection law. We may update this policy when our operations change. Updates will not retrospectively reduce the rights or delivery commitments applicable to an order already placed.