Order Help
If something isn’t right
Tell us what happened and we will guide you through the next step.
What do you need help with?
Choose one to go straight to the right next step.
Something arrived wrong
Damaged, defective, the wrong item, or an engraving error we made. Tell us within 14 days of delivery.
Report a problem
Return a non-personalized piece
Unworn, unused, and in its original condition and packaging, within 14 days of delivery. You pay tracked return shipping.
Start a return
My order hasn’t arrived
Check your inbox and spam folder for your shipping confirmation with your tracking link. Still missing? Contact us with your order number and we will look into it.
Contact us
Personalized pieces are final sale for a change of mind, and we do not offer exchanges. See exactly what we cover.
Start your request
We typically respond within 1–2 business days.
- Something arrived wrong: a photo of the complete piece, a close-up clearly showing the problem, and the packaging and shipping label when relevant.
- Non-personalized return: a photo showing the complete piece and its original packaging.
- Please don’t mail anything yet. Wait for approval; we send the return address and instructions privately.
- Can’t take a photo? If a disability or another genuine barrier makes it impossible, email hello@memorythatlasts.com and we will help you document it another way.
Can’t use the form? Email hello@memorythatlasts.com with your order number. Full terms are in our Refund Policy. Nothing in this policy limits any rights available to you under applicable law.