❤️ Personalized Heart Crystal Keychain

General

All items at MemoriaStella are made to order. We prepare a design proof within 24 hours after purchase and start production only after your approval. Because each product is personalized, our returns and refunds policy is outlined below to keep the process clear and fair.

Order Cancellation

• Before approval: If you are not satisfied with the preview, you may request a free modification or a full refund.
• After approval / production started: The order can’t be canceled because the item is custom-made based on your confirmed design.

Eligibility for Refund or Remake

You may request a refund or a remake if, within 30 days of delivery, any of the following occurs:

• The item arrives defective, damaged, or broken (including damage in transit).
• You received the wrong design, size, color, or product compared with your approved proof or order details.
• The parcel is confirmed lost by the carrier after investigation.

Not eligible: If incorrect photos, text, or customization details were provided by the customer, we cannot offer refunds or remakes, as the product is produced based on the submitted information.

Do I Need to Return the Item?

Due to the personalized nature of our products, we usually do not require a physical return. If a return is deemed necessary after review, our support team will provide the correct return instructions and address.
Please do not send any item back to the sender or to any address on the package before you receive our confirmation.

How to File a Claim

1. Take clear photos of the issue (e.g., damage, defect, wrong item). Photo evidence is required to process your claim.
2. Contact us via email at support@memoriastella.com or submit the form on our Contact Us page. Please state whether you prefer a refund or a remake.
3. Our support team will respond within 24–48 hours with the next steps.

Resolution Timeline

Remake: If approved, we will produce a new item. Please follow the delivery timeframe provided by our agent; once shipped, a tracking email will be sent.
Refund: If approved, the refund will be issued to your original payment method. Depending on your payment provider or bank, funds typically appear within 7–10 business days.

Fees & Return Shipping

• No restocking fees.
• For approved quality issues (defect/damage/wrong item), we cover the cost or waive the need to return.
• Unauthorized returns or returns sent without approval may not be accepted.

Delivered but Not Received

If tracking shows “Delivered” but you have not received the package, please contact us within 30 days of the delivery date. We will assist you in contacting the carrier for an investigation. If the parcel is confirmed lost or misdelivered by the carrier, we will provide a remake or refund.

One Resolution per Claim

Refund and remake options are mutually exclusive. You may choose only one solution per claim.

Contact Us

Email: support@memoriastella.com
Form: Contact Us page