Shipping policy

Last updated: August 27, 2026

1. Delivery area

Memory Chest Co. currently delivers orders to Switzerland, Liechtenstein and the countries of the European Union offered at checkout.

The destinations actually available depend on the product, the delivery address and the options displayed when the order is placed.

If an address ultimately cannot be served, the Customer will be informed before shipment. If no reasonable solution can be offered, the affected order will be cancelled and all amounts collected will be fully refunded to the original payment method.

2. Order preparation

The order is prepared after payment has been confirmed. Preparation time may vary depending on product availability, destination and the selected delivery method.

Where an order contains several products, they may exceptionally be shipped separately. No additional shipping charge that was not disclosed before the order was confirmed will be charged to the Customer.

3. Shipping costs and delivery times

The available delivery methods, their costs and the estimated delivery time are shown to the Customer before final confirmation of the order. The total amount payable is displayed before payment is confirmed.

Announced delivery times are estimates and may vary depending on the destination, product availability, carrier, customs formalities or circumstances beyond our reasonable control.

For orders delivered within the European Union, unless a different period has been expressly agreed with the Customer, delivery will take place no later than 30 days after conclusion of the contract, in accordance with applicable mandatory provisions.

If we become aware of a significant delay, we will inform the Customer as soon as reasonably possible. Where delivery does not take place within the agreed period, the Customer may grant us an additional reasonable period. If delivery still does not occur within that period, the Customer may request cancellation of the order and a refund of the amounts paid, subject to applicable legal provisions.

Where a delivery date was an essential condition of the order and this was stated before the contract was concluded, the rights provided by applicable law remain reserved.

4. Shipping confirmation and tracking

A shipping confirmation is sent by email once the parcel has been handed over to the carrier or the shipping information becomes available.

Where supported by the carrier, this confirmation includes a tracking number or tracking link. There may be a delay between creation of the shipping label and the first tracking update.

5. Delivery address

The Customer must check that the delivery address is complete and accurate before confirming the order.

Any request to change the address must be sent as soon as possible to info@memorychestco.com, together with the order number. A change can no longer be guaranteed once the order has already been processed or shipped.

Where a parcel is returned because of an incomplete or incorrect address provided by the Customer, failure to collect the parcel or unjustified refusal, we will contact the Customer to determine the terms of a new shipment or refund.

Reasonable additional costs actually incurred may be charged to the Customer or deducted from the refund, to the extent permitted by applicable law. These costs will be communicated before any new shipment.

6. Customs duties, import VAT and import charges

For certain international orders, customs duties, import VAT or handling charges may apply depending on the destination country, the origin of the product and the shipping method.

Where these charges are included or collected at checkout, they are shown before the order is confirmed.

Where they are not included in the amount paid to Memory Chest Co., they may be charged by customs authorities, the carrier or another intermediary at the time of import or delivery. The Customer is informed of this possibility before ordering, to the extent that such charges can be determined in advance.

If unexpected charges are requested upon delivery, the Customer is encouraged to contact us at info@memorychestco.com before paying them or refusing the parcel so that we can review the situation.

No additional amount charged directly by Memory Chest Co. will be added after confirmation of the order without the Customer's agreement.

7. Transfer of risk

Memory Chest Co. bears the risk of loss of or damage to the product until it is physically delivered to the Customer or to a person designated by the Customer.

Where the Customer independently chooses a carrier that was not offered by Memory Chest Co., the risk may pass when the parcel is handed over to that carrier, in accordance with applicable law.

8. Delayed or lost parcels

If tracking stops updating for an unusually long period or the parcel appears to be lost, the Customer must contact us at info@memorychestco.com and provide the order number.

We will carry out the necessary checks and, where appropriate, open an investigation with the carrier. Depending on the outcome of that investigation and the circumstances, a replacement shipment or refund may be offered.

This procedure does not limit the Customer's mandatory rights relating to delivery and refunds.

9. Parcel marked as delivered but not received

Where a parcel is marked as delivered but has not been received, the Customer should:

check the address shown on the order;
check the surroundings of the delivery location;
check with other household members, neighbors or anyone who may have accepted the parcel;
contact us at info@memorychestco.com with the order number.

Where necessary, we will open an investigation with the carrier. An appropriate solution will be offered depending on the outcome of that investigation and applicable legal provisions.

10. Damaged, incomplete or incorrect products

If a product arrives damaged, incomplete or different from the product ordered, the Customer must contact us as soon as possible at info@memorychestco.com.

The request should include the order number and, where possible, photographs of the product, parcel, shipping label and packaging.

The Customer must retain the product, its accessories and the packaging until receiving our instructions.

Where the issue is attributable to us, reasonable costs necessary for the return, replacement or resolution of the issue will be covered by Memory Chest Co., in accordance with applicable law.

11. Refused or unclaimed parcels

Refusing a parcel or failing to collect it does not automatically constitute a valid cancellation of the order.

Where a parcel is returned to us after unjustified refusal or failure to collect it, reasonable costs actually incurred may be deducted from the refund, to the extent permitted by applicable law.

This provision does not apply where the refusal is justified, including because of visible damage, a delivery error or charges that were not properly disclosed.