Frequently Asked Questions

How good is the quality?

Really good!

All feedback from customers is the quality is far better than they expected. We keep the price down through using technology and automation, and do not compromise on quality.

Please see business FAQ for technical information on the materials we use.

How does your pricing work?

For each product there are three price bands: 1 item, 2-5 and 6 or more items.

The price band used for each product in your order is based on the total quantity of items in your basket when you check out.

So when you order 2,3,4 or 5 products together, they can all be the same or you can choose different products and have different designs. Every item will be charged at the relevant 2 - 5 price.

To get the lowest unit price just order any mix of 6 or more items.

These prices do not include shipping, which depends on the mix of products and your delivery address.

Our shipping charge is based on the total weight and volume of your order. It may not cost any more (or much more) to ship several products together than to ship one.

Use our shipping cost calculator to see the cost for any mix of products to your delivery address.

How do I make sure my design is exactly how I want it?

The following applies to uploaded images and inserted text using our design facility:

We provide a 3D preview facility so you can see exactly how your product will look when it is made.

Whatever images you upload, and however you arrange the text and shapes, what you see on the 3D preview is what you will get.

It’s particularly important when the product will be larger than the screen you are using. In that situation, even though the image may appear sharp on the layout and in the 3D viewer, it may not be as sharp when printed larger.

If you see a message warning you that an image is ‘low print quality’, it's because we want you to be happy with your design when it is printed. That's less likely if you use an image where we've measured the resolution and found it unsuitable quality for the size you are trying to make it. So an image might be fine for one panel of 4 on a small box, but not suitable to cover the whole of a large box.

Please check the 3D preview carefully and make sure you are happy before you place your order. By ticking the approval box here, you are stating you are happy with every aspect of your design.

Can I change or cancel my order?

When you are logged in to your account you can save, revise and refine your design as often as you like, but once you have placed your order it cannot be changed.

That is because as soon as you place your order, artwork is generated and sent directly to our printer. The printed sheet then goes into production.

So it is really important to make your design as you want it before placing the order.

If you notify us that you want to cancel we don't refund the amount paid for the product but if it is not shipped we will refund the shipping charge.

When we have produced and shipped the product we do not normally make a refund unless we have made a mistake. It is best to call us if you need to cancel your order - dial 01322 621533 or +44 1322 621533 if outside the United Kingdom. Please have your order number or the email address you registered with us available so we can answer your query as quickly as possible.

Customer enquiry emails that are received through the website are dealt with during UK business hours (Monday - Friday 8.30am - 5.00pm) in the order they are received.

What should I do if I'm not happy with my order when it arrives?

If for any reason you are not happy with your Memory Keeper order, please contact us and our Customer Service Team will help if possible. Please Include your order number and details of the problem.

We acknowledge any emailed complaint as soon as possible and always within 3 working days.

Can I order from outside the UK?

We are happy to send Memory Keeper anywhere in the world that FedEx will deliver parcels! The shipping cost per item will be lower when multiple items are shipped together.

Our prices are shown in Pounds Sterling (GBP) and the website accepts payment only in GBP.

You can use our shipping cost calculator to see the total cost including shipping to your delivery address.

How long will my order take to arrive?

We ship orders placed through the website within 5 working days - sooner if possible.

If we are unable to ship your order within 5 working days we will contact you by email to tell you when we expect to ship and give you the option of cancelling or maintaining the order.

We make deliveries up to 2kg in the UK by Royal Mail first class post. Royal Mail advise that 90% of first class post arrives the next day, but can take up to 3 days to arrive.

Orders above 2kg for delivery in the UK are sent by FedEx for next day delivery to most of the U.K.

All international shipments are sent by FedEx International Priority Service (IPS). Please see the FedEx website to check delivery timing of IPS parcels to your address.

Do you have an urgent delivery option?

Sorry, not yet. We intend to provide additional shipping options in the future.

Are my designs stored so I can access them later?

Yes, when you are logged in to your Memory Keeper account you can store your designs at two stages:

Drafts you are working on can be saved in "my drafts" using the save button, so you can stop part way through creating a design and return to complete it later
When you add a design to your basket it is treated as a completed design and automatically saved to "my designs".
When you place an order the design remains in "my designs" and also appears in "my orders".

Can I re-order the same design again?

Yes, you find the design under my designs and you will see two options:

Order an exact repeat
Bring your previous design back into the design tool to make changes before you order.

This can be useful if, for example, you want several versions using the same graphics but each one with different wording or a different name.

Can I have more than one Memory Keeper account?

Yes, providing each account uses a different email address.

If you have registered as a consumer you can upgrade to a business account and keep the same email you first used, or you could open a new account for business use.