Made just for you
Every frame is personalised and made to order, so we can't accept returns or exchanges for a change of mind. If something isn't right with your order, we'll make it right.
Damaged, faulty or incorrect items
If your order arrives damaged, faulty or different from what you ordered:
1. Email hello@momento.gift within 48 hours of delivery with your order number.
2. Attach photos of the item and the packaging (an unboxing video helps a lot).
3. We'll send a free replacement or, if you prefer, a full refund. You won't need to pay any shipping.
Cancelling an order
- Before we start making it: message us as soon as possible and we'll cancel it and refund everything you paid.
- After engraving or printing has started: the order can't be cancelled, because the piece can't be sold to anyone else.
Refused or undelivered parcels
If a parcel is refused or can't be delivered after the courier's attempts, it comes back to us. If you'd still like the frame, we can re-send it once you pay the shipping again.
How refunds are paid
- Paid online: refunded to the same card, UPI or bank account through Razorpay. It usually reaches you in 5–7 working days after we approve it (some banks take a little longer).
- Cash on delivery: refunded by UPI or bank transfer to an account you tell us, within 5–7 working days.
- Shipping and COD fees are refunded only when the problem was our mistake or the parcel was damaged.
Questions
Email hello@momento.gift or call —. We usually reply within one working day.