Help & Customer Care

We’re here to make ordering your keepsake as simple and reassuring as possible. Whether you need help choosing a design, a quote for solid gold, or sending your inclusions please contact us and we’ll be happy to assist.

Contact Us

For customer support, please use our online contact form or email us with your name and order number, if applicable.

Customer support: info@memoriesofyou.com.au
Response time: We aim to reply within 1–2 business days.
Location: Sunbury, Victoria, Australia

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Help With Your Order

We can assist with:

  • Order updates and delivery questions
  • Jewellery care, repairs and warranty enquiries
  • Payment, cancellation or refund questions

Sending Your Inclusions

After placing your order, you’ll receive instructions by email explaining how to safely package and send your inclusions. We only require a very small amount of inclusions to make your order. Never send the last of anything

We’ll email you again when your inclusion arrives safely at our studio.

Production and Delivery

Each keepsake is individually made to order. Please allow approximately 8–12 weeks for your jewellery to be completed and delivered after we receive your inclusion. Please note the live delivery times on the product pages when placing an order. Delivery times can vary according to season.

Completed orders are sent through Australia Post with tracking. Any remaining ashes, hair or other inclusions will be safely returned with your keepsake. Preserved breastmilk is securely retained for potential future orders.

Afterpay Support

Afterpay is available as a payment option at checkout, subject to Afterpay’s approval and terms.

For questions about your Afterpay account, payment schedule or instalments, please contact Afterpay directly. For questions about your jewellery order, delivery, cancellation or refund, please contact Memories of You first.

Returns, Refunds and Cancellations

Because every keepsake is personalised and made to order, we do not accept returns or provide refunds for change of mind. If your jewellery arrives faulty, damaged or significantly different from its description, please contact us so we can provide an appropriate remedy in accordance with Australian Consumer Law.

Purchases made using Afterpay are subject to the same policy. Any approved refund will be processed through Afterpay and reflected in your payment schedule.

Please read our full Refund Policy or contact us before requesting a cancellation or return.

Helpful Information

Still Need Help?

Every keepsake carries a deeply personal story, and no question is too small. Contact us for thoughtful, personal assistance with your order.

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