Pricing Policy
All transactions are processed in Australian Dollars.
It is The MemorySmith policy not to ship jewellery until payment is made in full.
Shipping Policy
We aim to post out your Impression Kit within 48 hours of receiving your order. Once we have received your impression kit back into the studio we aim to make your item within 14-21 days. If you need the items by a certain date, please check by contacting the Studio on 1300 696621 or email studio@thememorysmith.com.au to confirm that this is possible before ordering.
All finished items for Australia delivery will be sent by Australian Registered Postal service. This is an insured service for jewellery and a signature will be required upon delivery.
The MemorySmith prices include postage unless stated within Australia ONLY. We can fulfil international orders however please contact us to enquire about a special order as postage will require to be calculated separately.
We will always contact you should an item be Out of Stock. In this instance you will always be given the option of placing the item on back order, choosing an alternative or we will refund your transaction.
All deliveries must be to a registered address, The MemorySmith cannot dispatch orders to PO Boxes. The MemorySmith reserves the right to decline any orders that do not meet the credit card billing criteria.
Customer Service Policy
The MemorySmith is committed to providing exceptional customer service and quality products. We endeavour to make sure that all products listed on our website are currently in stock and pricing is true and correct. Standard delivery timeframes of our impression kit is within 48 hours, and we aim to return your jewellery within 14-21 days of receiving your impression, in the event that an ordered item is not available or we are unable to fulfil your order we will notify you within 2 business days to arrange an agreeable alternative item, a backorder or a full refund.
Your Right To Cancel
You may cancel your order for any reason prior to the dispatch of the Impression kit. If you do cancel the contract within this time any payments made by you will be refunded in full within 30 days.
Once the Impression Kit has been dispatched, a postage/admin charge of $20 will apply. If the impression kit is returned unused the cancellation charge will be limited to postage/admin charge of $10.00.
If you have returned the Impression Kit and we are already working on your jewellery, we regret that the order cannot be cancelled. In this instance, please follow the guidelines for Returns / Refunds.
The Impression Kit has to be returned within 12 months for the order to be valid.
Returns & Refunds
We do not accept returns on Bespoke / Made To Order / Special / Personalised orders. An exception to this would be if we have not supplied the item as identified on your invoice, please make sure you have ordered correctly before contacting us.
We cannot be held responsible for customers ordering the wrong item or customers providing incorrect information, or customers not having clearly defined fingerprints as they would like due to not following instructions correctly when taking impressions.
If we have made a mistake on your order and/or if it is delivered faulty or damaged please email us studio@thememorysmith.com.au within 7 days of receiving your jewellery for instructions for returning the item(s) to the studio. The customer acknowledges that due to the purity of fine silver (which is much softer than Sterling silver), your jewellery needs to be handled with special care. After use your item may show signs or wear and tear, this is more prevalent in keyrings which are more prone to being knocked against hard surfaces. Please read care instructions carefully to ensure your jewellery is looked after correctly.
Privacy Policy
The MemorySmith is dedicated to keeping your details private. Any information, we collect in relation to you, is kept strictly secured. We do not pass on/sell/swap any of your personal details with anyone. We use this information to identify your orders, provide you with our monthly newsletter (if applicable) and to personalise your shopping experience with us; that’s all. The MemorySmith uses cookies to allow you to login to your account, maintain a shopping cart and to purchase items in your shopping cart. Cookies sent to your computer from The MemorySmith only last while you’re browsing our website. We do not store persistent cookies on your computer. Cookies also allow us to give you a more personalised shopping experience by displaying products that interest you throughout our product pages, thus providing you with a more friendly, interesting and enjoyable shopping experience.
Whenever you use our web site, or any other web site, the computer on which the web pages are stored (the Web server) needs to know the network address of your computer so that it can send the requested web pages to your Internet browser. The unique network address of your computer is called its “IP address,” and is sent automatically each time you access any Internet site. From a computer’s IP address, it is possible to determine the general geographic location of that computer, but otherwise it is anonymous.
We do not keep a record of the IP addresses from which users access our site except where you have specifically provided us with information about yourself, in which case we also record your IP address for security purposes. An example of this would be when proceeding to a checkout to finalise an order you may wish to make. After completing the form provided, your IP address will be stored along with a transaction number that allows us to track your order.
Security Policy
When purchasing from The MemorySmith your financial details are passed through a secure server using the latest 128-bit SSL (secure sockets layer) encryption technology. If you have any questions regarding our security policy, please contact our customer support centre studio@thememorysmith.com.au.
Images and Content
All images on The MemorySmith website are property of The MemorySmith or have been specifically licensed by The MemorySmith for use on The MemorySmith website and associated Social Media pages. All images are copyright material, you are prohibited from downloading, republication, retransmission, reproduction or other use of material as a stand-alone file without explicit permission from The MemorySmith. If you have any questions regarding this please contact us.
