Terms of service
CONTACT INFORMATION
Questions about the Terms of Service should be sent to us at hello@thememorycollective.com.au.
Our contact information is posted below:
The Memory Collective
hello@thememorycollective.com.au
PO Box 248, New Lambton, 2305
ABN: 78 585 857 721
1. Overview
The Memory Collective is a handcrafted jewellery brand based in Australia, offering sentimental keepsakes made with personal inclusions such as ashes, breastmilk, hair, and dried flowers. Each piece is custom made and carries personal meaning.
2. Custom Orders
All products are made-to-order and uniquely customised using the information you provide in your customisation form. Once your order is placed, you will receive an email with instructions and a link to complete your design form. Your order will not proceed until we receive your completed form and inclusions. It is important to know that colours and designs will vary based on the inclusions you choose to add. For example colour of cremation ashes vary and therefore no 2 pieces will look the same. Orders are handcrafted which means that there will be variations in resin finish. As an example there may be tiny air bubbles present. This is not a defect but simply a result of handcrafting.
Please ensure all details are accurate. Changes may not be possible once production has started.
Please ensure you read the description of the item carefully checking its details including the size. If you have questions regarding each item please email us prior to your purchase as refunds can not be issued due to failure to review the item description.
3. Inclusions Policy
Customers are responsible for safely packaging and sending their inclusions as per the directions on the "How to Send Your Inclusions" page. We are not liable for items lost or damaged in transit. Any unused inclusions will be returned to you with your order.
We treat all inclusions with the utmost respect and care. We will never discard of your unused inclusions or personal items and will always return these to you with your order. Due to their organic nature, outcomes can vary in colour, texture, and finish. By purchasing, you acknowledge these natural variations.
Please ensure you have reviewed the "How to Send Your Inclusions Page" and follow the directions carefully.
Please send your inclusions to:
PO Box 248 New Lambton, NSW, 2305
4. Turnaround & Shipping
Our standard turnaround time is 6–12 weeks from the date we receive your inclusions, but this may vary during peak periods. All orders are shipped via tracked Australia Post. International shipping is available and may include additional charges and duties. We are not responsible for delays caused by postal services or customs.
5. Cancellations & Refunds
Due to the custom nature of our work, we do not offer refunds, exchanges, or cancellations once your order has entered the crafting phase. If you change your mind before sending inclusions, please contact us within 24 hours of placing your order for a potential refund minus processing fees. Please see out refunds and Returns Policy for further information.
6. Product Care
Our keepsake jewellery is made with high-quality resin and precious metals, but should be handled with care. Avoid contact with water, lotions, perfumes, and harsh chemicals. Please refer to our Jewellery Care Guide for detailed care instructions. Damage due to misuse is not covered under warranty.
7. Warranty
All pieces come with a 6-month craftsmanship warranty from the date of delivery. This covers manufacturing faults but does not cover damage caused by wear, misuse, or improper care. Please contact us with photos if you believe your item has a defect. Please see further information on our warranty page.
8. Intellectual Property
All designs, photos, content, and branding are the property of The Memory Collective and may not be copied, altered, or reproduced without written permission.
9. Privacy & Data
We respect your privacy. Your personal information and details will never be shared or sold. Please read our Privacy Policy for more details.
10. Contact Us
If you have any questions about your order or these Terms of Service, please reach out via email at hello@thememorycollective.com.au.