Help
How can I contact you?
For support queries you can speak to our team direct Monday to Friday between 9.30am and 4pm using Live Chat.
Alternatively you can contact us by email at help@mymemory.com.
I can't remember or have lost my log in details - what can I do?
Go to the Log In page and underneath the login form there is a link for 'I have forgotten my password', simply click on that and it will ask you to enter the email address you registered to MyMemory.com with. Once you have done this a new, temporary, password will be emailed to you. Login to your account with this new password and go to 'My Preferences' within 'My Account' and change your password to a more memorable phrase or word.
I can't log in to the website, what did I do?
If you can not log on to the website and you are using the right user name and password please contact us and we will be happy to help you.
I am having problems with uploading my photos - what can I do?
There are a few reasons your photos may not be uploading or may be taking some time uploading. Please check the following items:
In the first instance ensure that you are uploading .jpeg or .jpg format photos. If not then we recommend you open it in the standard picture viewing software on your computer (PC users choose 'Windows Picture & Fax Viewer', Mac users choose 'Preview') and Save it again in the correct .jpg format and reupload the photo.
How long will my photo gift take to make?
Each of our products have different lead times and production times. As a rough guide most of our products take between 3 - 5 days for us to produce and then in the UK 3 - 5 days to deliver using Royal Mail first class post. However delays may occur with the postal system depending on the time of year.
For more information on our production time and products please view our production time page
Can I send my order to another address or to someone else as a present?
In short yes. MyMemory.com allows every order placed through our website to be dispatched to multiple addresses. This means that if you place an order for two photobooks you can have these photobooks sent to two different addresses!
I am having problems paying for my order what can I do?
If you receive an error message on screen after a short wait, try and enter your card details again, making sure that you enter all your details correctly.
If the page is stuck on 'processing payment' and nothing is happening it may be that the payment has timed out. This is when your browser drops the connection, or times out, during your payment, and does not allow the payment process to complete your transaction correctly. You can always check to see if your payment has been successful by going to 'My account', followed by 'Order History'. If there is an order at the top of the 'My order history' then an order has been placed. If the order does not say 'Processing', 'Uploading' or 'Dispatched' then please contact our customer service.
Are my personal details secure?
We are very security conscious at MyMemory.com; your personal data is very secure on our website, we do not share any of your information with 3rd parties.
For more information please view our Privacy Policy
I have noticed a mistake, can I change or cancel my creation once I have placed my order?
Once your order has been placed our system starts to prepare if for printing. This means that after confirming your order there are no changes able to be made to it.
To ensure that your order does not arrive in a state that you did not order it please preview your order before committing to buy. Our system is set to preview your creation as it will print so please make sure that it looks as you wish it to look when it has printed.
How do I use a promotional code or a voucher?
Promotional codes and vouchers are entered at the checkout.
Please firstly create your photo product and then once this is added to the cart add the code to the box titled 'Enter discount / voucher code'. Once the code is in the box click 'Apply'. This action will apply the code to the cart and will enable the voucher or promotion.
Once your promotion or voucher code is applied click on 'Checkout' to continue through the last few stages of your order.
Please note: If your promotion entitles you to a 'Free' product you will still need to complete the checkout process.
What delivery options do you offer?
All of our products are sent via The Royal Mail. This service is not trackable. We do offer both Worldwide Delivery and First Class Delivery as options on the checkout.
How much does delivery cost?
Standard worldwide delivery is £2.99. We offer First Class delivery at £3.99.
Where do you deliver to?
We do not restrict our delivery, nor do we exclude countries from purchasing from us.
What does 'Dispatched' mean?
Dispatched means that our printers have finished making your product and it is has now entered the postal system. Dispatch does not mean that the product has arrived at the recipients address.
All of our products are printed and dispatched from our facility in Jersey, Channel Islands.
Please allow 3 - 5 days delivery to the UK and 10 - 15 days delivery to Europe and the rest of the world. For more information of delivery times please view our delivery info page.
My order still hasn't arrived. What can I do?
Posting is the only part of your order that is not controlled by MyMemory.com. Each delivery time given is an estimate based on previous experience.
Our postal provider, The Royal Mail, deliver 90% of first class items within 3 days with the remainder taking 5 days, or more at times, to be delivered.
If you have not received your item within the estimated delivery time please view our delivery info page and follow the instructions on there.
My order has arrived but it is incorrect - What can I do?
At MyMemory.com we take customer satisfaction very seriously. That is why we made a 100% customer satisfaction promise when we first opened our virtual doors.
What does that mean for you? This means that if you are not happy with your order all you need to do is contact us and we will try and make you as happy as we can. Our customer service team know our products better than anyone and they will always be happy to help.
If your item has a problem that you want us to help you with please send us a photo of the problem and we will be able to easily assist you.
Can I track my order?
Orders are currently unable to be tracked. We do however email you when your order has been dispatched into the postal system.
The website is not working properly for me - what can I do?
If you are having difficulty using MyMemory.com or have received an error message please check the following:
If the above do not resolve the problem please contact our customer service who will be happy to help you.
Will all the items in my order be dispatched together?
No. Not all items in one order will be dispatched together. This is because some items take less time to produce which means we can dispatch them to you quicker.
My promotional code or voucher does not work for me - what can I do?
There are several reasons why your code may not have worked. In the first instance please ensure that the discount has been spelt correctly using the correct case, secondly check that the discount has not expired and thirdly check that no other discounts have been applied to the cart already.
If the above do not resolve the problem please contact our customer service who will be happy to help you.
I have entered the wrong delivery address for my order - what can I do?
Once your order has been placed our system starts to prepare if for printing. This means that after confirming your order there are no changes able to be made to it.
If, however, you have just placed the order please contact our customer service team using our Live Chat service and they will do all they can to ammend your order.
Please note: We may not be able to adjust this and your order may still be dispatched without being changed.
I am creating a product and my photos have a ! on them.
Whenever you see an exclamation mark (!) in a yellow triangle this means that the image may not be high enough quality for that item. This does not mean that we will stop you using that photo, simply that we do not advise that you use it.
Do my photos remain my property?
Your photos remain your property at all times. For more information please view our privacy policy
I really like the images used in your product photos. Can you tell me where they are from?
They were taken by a talented Jersey photographer called Matt Porteous. For more information go to www.mattporteousphotos.co.uk.
