Frequently Asked Questions (FAQ)
Welcome to our FAQ page! Here you’ll find answers to the most common questions about shopping with The Memory Box. If you don’t find what you’re looking for, feel free to contact us at info@thememorybox.co.za — we’re happy to help.
1. What is The Memory Box?
The Memory Box creates meaningful, personalized gifts that celebrate special memories. From custom photo cards to keepsake boxes, we help you capture moments that last forever.
2. How do I place an order?
Simply browse our shop, choose your product, upload your photos or notes (if required), and add it to your cart. Once you’re happy with your order, proceed to checkout and make payment securely online.
3. Do I need to upload my photos before paying?
Yes — for custom products like photo cards, keyrings, or boxes, you’ll be required to upload your images before checkout. This helps us start creating your order right away.
4. Can I make changes after I’ve placed my order?
If your order hasn’t gone into production yet, you can request changes by emailing info@thememorybox.co.za as soon as possible. Once your order is being prepared, we may not be able to make adjustments.
5. How long does delivery take?
Orders are typically processed within 3–5 working days, depending on the level of customization. Shipping usually takes an additional 2–4 working days. You’ll receive tracking details once your package is on its way.
6. Do you ship nationwide?
Yes, we ship across South Africa. Delivery times may vary depending on your location.
7. How much is delivery?
Delivery fees are calculated at checkout and vary based on your location and order size. You’ll see the final amount before you confirm your purchase.
8. Can I collect my order in person?
At the moment, The Memory Box operates online only — all orders are shipped your nearest pep store.
9. What is your return or refund policy?
Due to the personalized nature of our products, we unfortunately don’t accept returns or refunds unless there’s an error on our part or the item arrives damaged. Please visit our Shipping & Returns Policy for full details.
10. How do I contact customer service?
You can reach our friendly team at info@thememorybox.co.za or through the Customer Service page on our website. We’ll get back to you within 24–48 hours.
12. Do you offer gift wrapping or personalized notes?
Yes! You can add a personalized message or gift note during checkout. Some products also include built-in personalization options.
13. Can I order in bulk for events or corporate gifts?
Absolutely! We offer custom bulk orders for weddings, birthdays, and corporate events. Send your details to info@thememorybox.co.za for a quote.