FAQ
Order & Payment
What payment methods are accepted?
Supports Visa, MasterCard, PayPal, Apple Pay, and Klarna installment payments.
Can I use a discount code?
Yes, you can enter your discount code at checkout.
Can I modify my order after placing it?
Orders cannot be modified once placed. Please check carefully before ordering.
Can I cancel my order?
Since every Memspell product is handcrafted and personalized, orders can be canceled before production begins. Once production has started, cancellations are no longer possible. If you have any special circumstances, please contact our customer service as soon as possible to discuss further assistance.
Can I place an order for someone else?
Yes, just enter the correct shipping address and contact details.
How do I know if my order was placed successfully?
You will receive a confirmation email.
Shipping & Delivery
What shipping methods are available?
All Memspell orders are shipped via air freight.
How much is the shipping fee?
Free shipping on orders over $78. A smell shipping fee will apply to orders below $78.
Can you deliver to a PO Box?
Sorry, we cannot deliver to PO Boxes.
Do you offer international shipping?
Yes, we offer worldwide shipping.
How can I track my shipment?
You’ll receive an email with tracking details once your order ships.
Can I change the shipping address?
Before shipping, it's free. After shipping, address changes incur fees. The exact cost will vary depending on the destination address. For detailed information, please consult us.
Can you ship to remote U.S. areas?
We can ship to most remote areas, but an additional surcharge may apply.
Returns & Refunds
Can I return a personalized order?
Because every frame is custom-made just for you, personalized orders cannot be returned unless they arrive damaged or there is a manufacturing defect. If you experience any issues with your order, please contact us—we'll be happy to help and make it right.
What if the product arrives damaged?
Send us photos and we will replace or refund the item.
What if I receive the wrong product?
If the order is shipped incorrectly by Memspell, we will arrange a replacement shipment at no additional cost.
I ordered the wrong size/color. Can I return it?
We recommend placing a new order for the correct item.
How long does a refund take?
Refunds are typically processed back to the original payment method within 7–10 business days.
How do I request a refund?
Email us with your reason and photo/video proof.
Will I be notified of the refund?
Yes, you will receive a confirmation email.
Can I get a partial refund?
Case by case basis. Please contact us.
What if I’m not satisfied with the product?
Contact us for a resolution.
Product Info
Can I use any photo?
Yes! We recommend uploading a clear, high-resolution photo. Our team will carefully crop and adjust it to perfectly fit your chosen frame.
Can I add a personalized message?
Our Gift Box includes a standard greeting card. Custom messages are not available at this time, but we do offer personalized photo customization.
How long does it take to make my order?
Every frame is handcrafted to order. Production typically takes 7 business days before your order is carefully packed and shipped.
Will my frame look exactly like the photos?
Each frame is individually handcrafted, so the placement of fabrics and decorative details may vary slightly. These subtle differences make every piece truly one of a kind.
Is it suitable for gifting?
Yes! All our frames come beautifully gift-boxed, making them perfect for any special occasion.
Other Questions
How can I contact customer service?
You can contact us at info@memspell.com.
How soon will I get a reply?
We will reply within 24 hours in business day.
Do you have social media accounts?
Yes, we’re on Instagram, TikTok, Facebook and more.
Can I buy in bulk?
Contact us for wholesale inquiries.
Will there be new designs in the future?
Yes, we will continue to develop and launch new designs.
Do you offer year-end sales?
Follow our website and socials for updates.