We Want You to Love
Their Story.
Because every WeMemento story is created especially for you, our return and refund process is designed around personalized products while making sure that genuine problems are handled fairly.
Personalized Products
Your story is created specifically using the information you provide.
Problems With Your Order?
Contact us if your order arrives damaged, defective, incorrect, or materially incomplete.
We're Here to Help
Contact our support team with your order details so we can review the situation.
Our Return & Refund Approach
WeMemento creates personalized stories and books based on the information submitted by each customer. Because these products are made specifically for an individual recipient, they generally cannot be returned simply because you changed your mind after personalization or production has begun.
When We Can Help
We may provide a replacement, correction, refund, or another appropriate resolution when there is a genuine problem with the product or order.
- Your printed book arrives damaged.
- You receive the wrong product or order.
- There is a significant production defect.
- A substantial part of the purchased product is missing or materially incomplete.
- Your digital product has a genuine delivery or technical problem that prevents you from accessing it.
Personalized Products
Personalized products are created specifically for the recipient using the information you provide. Once personalization or production has started, a change-of-mind cancellation or return may not be possible.
- Personalized books are not standard off-the-shelf products.
- Please carefully review your information before completing your order.
- Changes requested after production has started may not be possible.
- A customer preference change does not automatically qualify an order for a refund.
Digital Product Refunds
Digital stories are delivered electronically and therefore do not follow the same return process as physical books.
What If I Cannot Access My Digital Story?
If you have paid for a digital story but cannot access or receive it because of a genuine delivery or technical issue, please contact us. We will first work with you to resolve the delivery or access problem.
Situations We Take Seriously
If something is genuinely wrong with your order, please let us know so we can review it.
Damaged on Arrival
If your printed book arrives damaged, contact us promptly with photographs showing the condition of the package and book.
Incorrect Product
If you received a product or package different from what you ordered, contact us so we can investigate and determine the appropriate resolution.
Production Defect
If the printed book has a significant production defect that materially affects the product, please contact our support team.
Missing Content
If a substantial portion of the purchased product is missing or materially incomplete, contact us for review.
Digital Access Problem
If a purchased digital story cannot be accessed because of a genuine delivery or technical issue, contact us for assistance.
Something Doesn't Look Right
If you believe there is a significant issue with your order that is not covered above, contact us and provide the relevant details.
When a Refund May Not Apply
Because WeMemento products are personalized, certain situations generally do not qualify for a return or refund once work has begun.
- You changed your mind after personalization or production has started.
- You no longer want the personalized product.
- You entered incorrect personalization details and the product was created according to the information you submitted.
- You provided an incorrect email address or shipping address.
- You selected the wrong package or product and production has already begun.
- A preference or expectation differs from the information submitted during the order process.
Received a Damaged or Incorrect Book?
Don't worry. Contact us as soon as possible so we can review the issue and determine the appropriate next step.
How to Contact Us About an Order
Providing the right information helps us review your request more quickly.
Include Your Order Information
When contacting us, please include as much relevant information as possible.
- Your name
- Email address used for the order
- Order number, if available
- Product/package purchased
- Description of the issue
Include Supporting Evidence
Depending on the issue, photographs or other relevant information may help us understand what happened.
- Photos of damaged products
- Photos of damaged packaging
- Screenshots of digital delivery problems
- Any relevant order confirmation information
Our Review Process
Contact Us
Send us your order information and explain the problem.
We Review
We review the order details and any evidence you provide.
Resolution
Depending on the circumstances, we may provide a correction, replacement, refund, or another appropriate resolution.
Confirmation
We will communicate the outcome and any next steps with you.
Returns & Refunds FAQs
Have a Question About Your Order?
If you're unsure whether your situation qualifies or simply need help with an order, contact our support team. We're happy to review it with you.
Contact Support →Ready to Create Their Story?
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