Shipping policy
Shipping rates
Standard shipping costs US$9.99 for orders with a qualifying merchandise total below US$172.99. Shipping is free from US$172.99. At their current prices, the 2-kit bundle (US$172.99) and the 3-kit bundle (US$237.99) qualify for free shipping.
The qualifying total is the merchandise subtotal after applicable discounts, excluding shipping and taxes. If a discount reduces the qualifying total below the threshold, the shipping charge shown at checkout applies. When shopping in another currency, local conversion and rounding apply. Your available destinations and final shipping charge are shown at checkout before payment.
Where orders are shipped from
Physical kits are dispatched from China. We currently ship only to destinations available at checkout.
Preparation and delivery estimates
Order preparation and carrier transit are separate stages. The time needed depends on your destination, the shipping service and carrier conditions. A fixed processing or transit window has not yet been confirmed for every destination. Contact string.memories.shop@gmail.com before ordering for the current estimate, especially if you need your kit for a specific date.
Any estimated delivery date is an estimate unless we expressly confirm a guaranteed date. Customs clearance, public holidays and carrier disruption can affect transit. If we cannot dispatch your order within the timeframe stated when you ordered or the applicable shipping deadline, we will contact you with an update and the option to agree to the delay or cancel for a refund.
Your digital portrait guide
Your private pattern code and digital instructions are sent separately by email after your photos have been reviewed and your pattern is ready. They are not included as a physical item in the parcel. Your order confirmation is not your pattern code. Pattern preparation is not instant.
Tracking
Tracking details are emailed when they become available after dispatch. The first carrier scan may take time to appear. If tracking stops updating or your parcel appears delayed, email us with your order number so we can investigate with the carrier.
Shipping address
Please check your shipping address, postcode and email before payment. Contact us immediately if you need a correction. Once an order has been dispatched, we may be unable to change its destination. If a parcel is returned because the supplied address is incorrect or the parcel is not collected, we will contact you to discuss the available options and any actual redelivery cost before charging it.
Taxes, duties and import charges
Any taxes or duties collected by us are displayed at checkout. The shipping rate alone does not mean import charges are included. Depending on your destination and the charges collected at checkout, local authorities or the carrier may request additional import taxes, duties or handling fees. Contact us before ordering if you need clarification for your destination.
Damaged, missing or incorrect items
If your kit arrives damaged, incomplete or incorrect, email string.memories.shop@gmail.com with your order number and a description of the issue. Photos of the item and packaging help us review the problem and arrange an appropriate solution. If a parcel is marked delivered but cannot be located, contact us so we can investigate. This policy does not limit your statutory consumer rights.
Contact
For shipping questions, contact String Memories at string.memories.shop@gmail.com. For returns and refunds, please also see our refund policy.