Thank you for choosing Carry Memento. Because we offer both personalized jewelry and non-personalized products, different return and cancellation rules apply depending on the product type.
1. Order Cancellations
You may contact us to request cancellation of your order within 1 hour of placing your order.
After 1 hour, your order may have already entered production or processing, so we cannot guarantee that the order can be canceled. If you need to cancel an order after this time, please contact us as soon as possible, and we will check the current status of your order.
Once production has reached a stage where cancellation is no longer possible, we may be unable to accept the cancellation request.
2. Personalized Products
Personalized products include items made using your photos, names, text, or other custom information.
Because these products are made specifically for you, personalized products are generally not eligible for returns or refunds due to a change of mind, including:
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No longer wanting the product
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Changing your personal preferences
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Choosing the wrong style or size
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Requesting a change to a photo or other customization after production has begun
Please carefully review your product selection and customization details before placing your order.
3. Damaged, Incorrect, or Defective Items
If you receive an item that is damaged, defective, incorrectly made, or significantly different from what you ordered, please contact us as soon as possible.
Please provide your order number and clear photos of the item so that we can review the issue.
Depending on the situation, we may offer a free remake, replacement, refund, or another appropriate solution.
4. Returns for Non-Personalized Products
Non-personalized products may be eligible for a return request made within 30 days of delivery.
To be eligible for a return, the item must generally be:
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Unused and unworn
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In its original condition
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Free from damage or visible signs of use
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Returned with its original packaging and accessories, where applicable
Please contact us before sending anything back. Returns sent without prior confirmation may not be accepted or processed.
For returns due to personal preference or change of mind, the customer is generally responsible for the return shipping costs.
If a return is required because of our error or a product quality issue, we will determine the appropriate solution and may cover reasonable return or replacement costs.
5. Refunds
If your refund is approved, it will be issued to your original payment method.
The time required for the refund to appear in your account depends on your bank, card issuer, or payment provider.
6. Order Information
Customers are responsible for ensuring that their shipping address, product selection, and customization details are accurate when placing an order.
This policy does not limit or exclude any consumer rights that cannot legally be excluded or restricted under applicable law.
7. Contact Us
If you need to cancel an order, request a return, or report an issue with your product, please contact us at:
Email: info@carrymemento.com
Please include your order number and a brief description of the issue so that we can assist you as quickly as possible.
Carry Memento reserves the right to review and handle requests based on the specific order, product type, production status, and applicable law.