FAQ

FREQUENTLY ASKED QUESTIONS

HOW CAN I CONTACT YOU?

We have live chat on the website 24/7 or email support@themoryshop.com

WHAT IS THE COST OF SHIPPING?

We offer express shipping at a flat rate of $15.99 or standard shipping for $6.99 per order. If your order total exceeds $50, shipping is free.

WHAT PAYMENT METHODS DOES themoryshop.com ACCEPT?

We currently accept credit card payments and Paypal. If you would like to arrange payment via another method, we will be happy to try to support your request!

Please contact us directly at support@themoryshop.com to arrange this.

IS IT SAFE TO SHOP ONLINE THROUGH support@themoryshop.com?

Absolutely! We use GeoTrust Secure Socket Layering (SSL), an encryption technology that ensures secure Internet transmission of your personal information. We do not store credit card information, nor do we share your personal information with third parties.

If you still have concerns about placing your order, please contact support@themoryshop.com and we will contact you about an alternative method of placing your order!

HOW CAN I CHANGE OR CANCEL MY ORDER?

If you need to make changes to your order, please contact us at support@themoryshop.com within 8 hours of placing your order. After this time, we will not be able to make changes.

What happens if I'm not home?

If you are not home, a new delivery will be made the next day, or the delivery partner will contact you to arrange a new delivery date, depending on your country and chosen delivery method.

You may also need to go to your local post office to pick up your package if it cannot be delivered to you.

HOW CAN I TRACK MY ORDER?

When your order ships, we will send you an email with a tracking number. If you have not received this email, please email support@themoryshop.com

WHAT IS A PRE-ORDER ITEM? CAN I CANCEL MY PRE-ORDER?

A pre-order item is an item you order before we have it in stock. You can cancel it until your order has been processed. To cancel, you can email us at support@themoryshop.com

I ORDERED AN AVAILABLE SET WITH A PRE-ORDER. WILL THEY BE SHIPPED SEPARATELY?

We will ship your order as soon as all items are available. If you would like to receive your available item before the pre-order, please email us at support@themoryshop.com

WHAT IS YOUR RETURN POLICY?

We offer 14 days hassle-free returns

Items must be in their original condition and the return label and hygiene seal must still be present. Items must not have been worn, washed, or altered in any way.

Unfortunately, we cannot accept returns that do not meet the above requirements.

themoryshop.com offers a full refund (item price excluding original shipping costs).

All returns can be sent to our returns warehouse in the United States.

HOW DO I REQUEST A RETURN?

Requesting a return has never been easier!

We offer a 14-day hassle-free return. To initiate a return, simply email us at support@themoryshop.com within 14 days of receiving your package, using the email address you used to process your order.

Please note that we are unable to refund original shipping costs for returned goods, except for faulty items. We also cannot refund return shipping costs.

Once we receive the items, we will send you your new pieces or you will receive your refund (item price excluding original shipping costs).

We cannot be held responsible for the loss of returned garments. We recommend using a registered postal service to return goods and keeping a record of tracking details.

WHAT HAPPENS IF THE ITEM I RECEIVE IS DAMAGED OR DEFECTIVE?

We work hard to ensure that all items sold are of the highest quality, however, if you have a concern regarding a defective or damaged item, please email us at support@themoryshop.com so we can promptly look into the matter for you!

We appreciate your patience and understanding as we work through this together.

Thank you for your support!

*Please understand that weekends or holidays such as New Year's Day, Martin Luther King Jr. Day, President's Day, Memorial Day, 4th of July, Labor Day, Thanksgiving and Christmas are not considered business days.