Refund and Returns Policy

We want all our customers to be pleased with their products from Eternal Memories.

We hope you understand that due to our products being custom made/personalised, we are not able to offer returns unless:-

  1. Your product is faulty
  2. Your product arrived damaged
  3. Your product does not match your order
  4. Your product has not entered the production stage

We would like to resolve any issues as a matter of urgency and would ask you to email your queries to within 7 days of your order being delivered. Please clearly state your query, order number and photos of your product.

Please note all products must be returned within 14days of delivery and must be in the original packaging.


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please email

Shipping returns

All details for return shipping will be supplied via email once we receive your query.

Need help?

Contact us at for questions related to refunds and returns.