Shipping & Delivery Policy

Last updated: November 3, 2026

Current availability: Digital and printed packages are being prepared; paid self-service checkout is not open. Custom website projects begin with an enquiry. Scope, availability, delivery estimates and payment arrangements are confirmed before an order is accepted. Signing in does not place an order.

At Memorill, each memoir and memorial product is created personally for you. Unlike a standard ready-to-ship product, your order goes through a storytelling, creation, review, and approval process before it is ready for delivery.

This policy explains how our project timelines, production, digital delivery, and physical shipping work.

1. Personalised Project Timeline

Many Memorill products are completed over a specific storytelling period.

The new offers use self-guided AI interviews and customer-reviewed story drafts. Custom website projects also include agreed design, animation and revision work. Scheduled human interviews and weekly emailed questions are not included unless separately agreed.

The exact storytelling period depends on the product or service purchased and will be shown on the relevant product page or communicated to you when your project begins.

Please note that this storytelling period forms part of the overall order fulfilment timeline.

2. Project Completion and Production

Once the storytelling or information-collection stage of your project has been completed and we have received the materials reasonably required to proceed, we will work to the project-specific production estimate confirmed before purchase.

During this stage, our team will organise and prepare your personalised product based on the stories, answers, photographs, and other information you have provided.

Production times are estimates and may vary depending on:

The amount of material provided
The complexity of the project
Missing information or photographs
Additional customer requests
The number of revisions required
Periods of unusually high order volume

3. Draft Review and Approval

After the initial production stage is complete, we will provide you with a digital draft or proof for review.

Please review the draft carefully.

If you are happy with the draft, you can confirm your approval and we will move your project to the next stage.

If you would like changes, please send us your requested revisions. We will make the agreed changes and provide an updated version for your review.

This review process may continue until the applicable draft has been approved in accordance with the service you purchased.

The time you take to review a draft, provide feedback, or supply additional information is not included in our estimated production time.

4. Physical Memoir Books

Physical products will not be dispatched until the applicable final draft or proof has been approved by you.

Once you confirm that the final version is acceptable, we will arrange the final physical production and shipment of your order.

After your physical order has been dispatched, delivery will follow the destination-specific estimate confirmed before purchase.

Delivery times are estimates and may vary depending on your destination, local carrier conditions, customs processing, severe weather, public holidays, or other circumstances outside our reasonable control.

5. Digital Products

The planned Digital Memoir is an electronic book delivered as a PDF; it does not include a printed copy. The six-month story-creation period described in the planned package is not a six-month shipping estimate. Custom website delivery follows the agreed project scope, review rounds and hosting period.

Digital products, including eligible Memorill memorial or legacy websites, do not require physical shipping.

Once the applicable project has been completed and approved, the digital product will be delivered electronically or made available online.

Depending on the product, delivery may include:

A website link
Access information
Digital files
Other electronic delivery information

We will send the relevant delivery details to the email address associated with your order.

6. Shipping charges

Our new print offer is being prepared. Shipping charges, delivery destinations and final print specifications will be confirmed before orders open. Free or international shipping is not included unless expressly stated in the final offer.

7. Overall Delivery Time

Because Memorill products are personalised, the total time from placing your order to receiving your completed product may include:

Storytelling / information collection period

Agreed production time

Customer review and revision time

Final approval

Confirmed shipping estimate for your destination

Digital products are delivered electronically after completion and approval and therefore do not require the additional physical shipping period.

Please consider the entire project process rather than the shipping period alone when estimating when your Memorill product will be completed.

8. Customer Response Delays

Your participation is an important part of creating a personalised Memorill product.

If we are waiting for:

Interview participation
Story answers and approved chapter material
Photographs
Documents
Additional information
Draft feedback
Final approval

your project timeline may be paused or extended until we receive the required response.

Memorill is not responsible for delays caused by incomplete information, delayed customer responses, or delayed approval.

9. Revisions and Their Effect on Delivery

If you request revisions after receiving a draft, the completion date may be extended while those revisions are prepared.

The amount of additional time required will depend on the nature and extent of the requested changes.

Significant additions, substantial rewriting, redesign, or changes outside the original scope of the project may require additional time and, where applicable, an additional fee.

We will normally communicate this to you before completing additional chargeable work.

10. Shipping Address

You are responsible for providing a complete and accurate delivery address for physical orders.

If you notice an error in your shipping address, please contact us at:

[email protected]

as soon as possible.

We may be able to update the address before your order is dispatched.

Once an order has been handed to the shipping carrier, we cannot guarantee that the delivery address can be changed or redirected.

11. Tracking Information

Where tracking is available, we will send shipping confirmation and tracking information to the email address associated with your order after your physical product has been dispatched.

Tracking information may take a short period of time to update after the parcel is first handed to the carrier.

12. Shipping Delays

Although we aim to deliver orders within the estimated timeframe, delivery dates cannot be guaranteed.

Occasional delays may occur because of circumstances outside our reasonable control, including:

Customs inspections
Carrier delays
Severe weather
Public holidays
Transportation disruption
Incorrect or incomplete addresses
Local delivery conditions
Government restrictions
Force majeure events

A carrier delay does not automatically mean that a parcel has been lost.

If your tracking information has not updated for an unusually long period, please contact us and we will assist in checking the shipment.

13. Lost or Damaged Packages

If a physical order is confirmed lost by the shipping carrier, please contact us so that we can review the situation and provide an appropriate solution.

If your memoir book arrives materially damaged in transit, please contact us promptly and provide:

Your order number
Clear photographs of the damaged product
Photographs of the outer packaging
A brief description of the issue

We will review the information and determine the appropriate remedy in accordance with our Refund & Cancellation Policy and applicable law.

14. Changes After Final Approval

Please review your draft carefully before providing final approval.

Once you approve the final version and the applicable physical production process has begun, your personalised order may no longer be cancelled, returned, or refunded except where required by applicable law.

Please refer to our Refund & Cancellation Policy for further information.