Mind still pondering?
Here are a few questions we’ve answered…

Have a question you’d like to ask?  

Below are our policies and some FAQs you may find helpful. Alternatively, you can leave your questions on our contact page and we’ll get back to you as quickly as possible.  

OUR POLICIES 

REFUNDS/ EXCHANGES & FAULTY ITEMS 

• If you need to return an item, please send us a message via the contact us page
• Returned items will be accepted within 30 days of delivery for a full refund
• We will pay return postage if the return is a result of our error (you received an incorrect or defective item)
• For a change-of-mind exchange, the postage costs will be payable by the customer
• Unless deemed faulty, items must be unused and in original condition to qualify for a refund. Refunds will be processed as soon as possible, however, please allow up to four weeks from the time of posting your item to us. This time period allows for transit time, processing, and bank funds clearance.

SHIPPING & DELIVERY 
We deliver Australia-wide with FREE SHIPPING for orders $100 and over. Shipping is calculated at checkout. 

OUR LOCATION 
All of our products are shipped directly from our Meadow Creek headquarters within 1-2 business days of orders being placed. 

FAQs 
How do I return/refund an item?  
If for any reason you are not satisfied with your order, please reach out to us via our contact us page.  

Returned items will be accepted within 30 days of delivery for a full refund. Unless faulty, items will only be accepted for a full refund if they are unused and in their original condition.  

Refunds will be processed as soon as possible, however, please allow up to four weeks from the time of posting your item to us. This time period allows for transit time, processing and bank funds clearance.  

For a change of mind, we cannot cover return postage costs.  

I was sent the wrong order/my order is faulty/items are missing 
We apologise for any disappointment that you may have experienced with the incorrect order.  

If you have received an incorrect item, missing items, or faulty products, please let us know immediately.  

We want you to be completely satisfied with your Memoir Collective experience, and we will pay return postage for any orders in our error. 

What if my parcel gets lost? 
We understand how frustrating a missing package can be.  

Please let us know immediately if you think your delivery has gone missing. Upon notification of a missing parcel, an investigation will be lodged with the postal/ courier provider. You will be kept up to date with all relevant information.  

We will redeliver, replace, or refund a parcel that has been incorrectly addressed by us, but unfortunately, we cannot take responsibility for delivery addresses that are incorrectly provided. 

What if my parcel is damaged in transit? 
We take extra care to make sure every package is wrapped and protected. In the unlikely event, your package is damaged, we will arrange a replacement or issue a refund. 

How long will my delivery take to arrive? 
All our orders are placed Monday through to Friday (excluding public holidays) and will be processed and shipped within 1-3 business days unless the products are on “backorder” status. 

All our shipping is completed through Australia Post, and you will be notified of your order dispatch via email.  

If you are based in a capital city (except WA & NT), you can expect your order to be delivered within 2-5 business days after dispatch. Regional areas and WA & NT may take anywhere from 5-10 business days. 

PLEASE NOTE: The delivery times stated above are indicative only. 

Do you offer international shipping? 
At this point, we are able to ship to all addresses within Australia, New Zealand, United Kingdom, Canada and the United States of America. 

Can I track my order? 
Yes, when you place your order you will be issued with a tracking number via email at the time of shipment. 

If you haven’t received your tracking number, please let us know.  

What payments do you take? 
We accept Visa, Mastercard, PayPal & AfterPay. We do not share or store your credit card details. 

PRIVACY – We are committed to ensuring the privacy of your personal information and do not disclose your details to any third parties. The information you provide to us including name, address, contact number, and/or email are private files on our secure website server and internal systems. We may use this information for marketing purposes. Except where otherwise legacy appropriate, we will treat your personal details as private. 

How do I know if my order has gone through? 
Once your order has been submitted, you will be sent an automated email confirming your order details, and that we have received your order. 

Once dispatched, you will be sent your tracking number and details on how to keep an eye on its progress! Please contact us if you don’t receive this email, it may be stuck in your junk mail filter.  


Some things you may not know: 

Our Wax Seal Stickers are custom made. You are given the option at checkout to select a colour from the range we stock. Please note that all wax seal stickers are made to order so once your order has been processed, your wax seal stickers will be carefully crafted individually. For this reason, there is no exchange for change of mind. 

We support local businesses and suppliers. All our wax seals and premium paper is sourced right here in Australia. Our packaging and shipping boxes made from 100% recycled paper are manufactured in Australia. 

When you purchase a product from The Memoir Collective, you are not only supporting Australian-made and owned brands, but you are supporting small businesses.