Política de envío

Last updated: October 5, 2026

Each MemorLume item is personalized and made to order. The production period and carrier transit period are separate.

Processing and production

After your paid order details and a usable photograph are confirmed, please allow approximately 5–7 business days for photograph review, design/engraving, production and preparation for carrier handover.

Although design and engraving can sometimes be completed in 2–3 business days under normal factory conditions, that shorter factory time is not our customer-facing promise. The 5–7-business-day estimate provides a more realistic buffer for review, production and handover preparation.

If your photograph or personalization details need attention, we will contact you and production will pause until the issue is resolved. The production estimate begins or resumes once the complete usable information is confirmed.

Processing times are estimates, not guaranteed completion or occasion-delivery dates. Order volume, holidays, photo issues and events outside our reasonable control can affect them.

Carrier transit

After the completed order is physically handed to the logistics carrier, standard tracked transit to most supported United States destinations normally takes approximately 7–10 business days.

Transit time does not include the processing/production period. We do not normally offer an express service. Carrier delays, customs operations, weather, local delivery conditions and holidays can affect transit.

For this policy, “shipped” means physically handed to the logistics carrier. Creating a label or tracking reference does not by itself mean that the parcel has shipped. Tracking can take time to become active after physical handover.

Destinations and rates

At the audit date, standard delivery is intended for the contiguous 48 United States and the District of Columbia. Alaska, Hawaii, US territories and APO/FPO addresses are not supported unless checkout expressly accepts the address under a separately verified service.

  • Orders below $79: $7.99 standard shipping.
  • Orders of $79 or more: free standard shipping.

The checkout total controls. Verify these thresholds and supported destinations again before publication if the active Shopify rates change.

Duties and import charges

Supported United States shipments use the agreed Delivered Duty Paid (DDP) route. Customers should not normally be asked to pay additional import duties or customs charges on delivery. DDP does not mean that sales tax or another order tax can never apply; applicable checkout charges are shown or calculated before the order is submitted.

If a recipient receives an unexpected import-payment request, they should contact support@memorlume.com before paying it where practicable.

Address changes and delivery problems

Review the delivery address carefully before ordering and contact us promptly if a correction is needed.

  • Before physical shipment, we will try to correct an address where operationally possible.
  • After physical handover, an address change might not be possible. Reasonable additional costs caused by an incomplete or incorrect customer-provided address or a customer-requested post-shipment change may fall on the customer.
  • The customer will not be charged for a replacement or correction when delivery failure results from MemorLume, the supplier or the carrier rather than the customer's address information.

A delivery scan does not automatically establish customer fault. We will review the address, tracking and carrier evidence before deciding a remedy.

Tracking, delay and loss

Individual tracking is provided for each customer parcel after physical carrier handover. A tracking reference that has not activated yet is not proof of loss.

If tracking is delayed or has stopped updating, contact support@memorlume.com with the order number. We will investigate with the supplier/carrier. A delayed parcel is not automatically treated as lost; if the carrier confirms loss, MemorLume will provide the appropriate customer remedy under the Refund / Returns Policy.

Contact

For shipping questions, address corrections or delivery problems, contact support@memorlume.com or +34 640 747 861.