Terms of service
Last Updated: 11 May 2026
These Terms & Conditions (the "Store Terms") govern your access to and use of memoireworld.com, including the mobile version and any successor site(s), regardless of how accessed (collectively, the "Store"), and any purchase you make through the Store. The Store is operated by Mémoire, Inc., a Delaware corporation with its principal place of business in Los Angeles, California ("Mémoire," "we," "our," or "us").
Please read these Store Terms carefully. By accessing the Store, registering an account, or placing an order, you agree to be bound by these Store Terms, our Privacy Policy, and any other policies referenced herein. If you do not agree, please do not use the Store. Your acceptance of these Store Terms is acknowledged each time you complete the order checkout process.
PLEASE NOTE: Section 22 below contains a binding arbitration agreement and class action waiver that affect your legal rights. Please read it carefully.
Eligibility, Your Account, and Termination
The Store is intended for use by individuals who are at least 18 years of age. By placing an order, you confirm that you are 18 or older and that all information you provide is accurate, current, and complete.
Certain areas of the Store allow you to create an account. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account, including all transactions placed through it. You agree to notify us promptly at the email address in Section 26 of any unauthorized use of your account. Mémoire is not responsible for any loss you may incur as a result of someone else using your password or account.
We reserve the right to suspend or terminate your account, refuse service, cancel orders, or remove or edit content at our sole discretion, including (without limitation) for suspected fraud, chargeback abuse, repeat returns inconsistent with these Store Terms, harassment of our team, violation of these Store Terms, or any conduct we determine to be harmful to other customers, our team, or our business. Termination shall not give rise to any liability to you, except for return of any payment made for products that have not been shipped.
Products, Pricing, and Availability
Each product offered through Mémoire (each, a "Product" and collectively, the "Products," and also referred to throughout as a "piece" or "Mémoire piece") is made in limited quantity and, in many cases, by hand. We make every effort to display our Products and their colours, materials, and finishes as faithfully as possible, though slight variation is part of the nature of handmade objects and is not considered a defect.
All US prices are listed in US dollars and are exclusive of applicable taxes, which are calculated at checkout. All UK prices are listed in GBP and are inclusive of applicable taxes, duties and freight charges. We reserve the right to adjust prices, modify or discontinue Products, and limit the quantity available for purchase at any time and without prior notice.
In the rare event that a Product is listed at an incorrect price due to a typographical error or system issue, Mémoire reserves the right to refuse or cancel any orders placed for the Product at the incorrect price, whether or not the order has been confirmed and your payment processed. Such cancellation shall not give rise to any liability to you, except that if your payment has already been charged, we will issue a full refund to your original method of payment.
Orders
Acceptance of Your Order. Your order is an offer to purchase. A binding contract is formed only when we send you an order confirmation by email. We reserve the right to decline or cancel any order at our sole discretion, including for reasons of suspected fraud, payment authorization issues, errors in pricing or product information, limitations on quantities available, or order patterns suggesting commercial or resale activity. Our exercise of this right shall not give rise to any liability to you, except for return of any payment made.
Order Cancellation and Modifications. Each Mémoire piece is prepared with intention and, where personalized, by hand from the moment your order is received. For this reason, orders cannot be modified or cancelled once they have been submitted. This includes changes to product, quantity, personalization, shipping address, and method of payment. We encourage you to review your order carefully before completing checkout.
Personalized Products
Personalized pieces are made expressly for you. Because each one is finished by hand to your specifications and cannot be re-sold, all personalized Products are final sale and may not be returned, exchanged, or refunded.
This includes pieces with monogrammed or embossed initials, hand-printed stationery, or any other custom finishing requested at the time of order. Prior to final order submission, you will be shown a confirmation of your personalization and are responsible for verifying its accuracy at that time. We are unable to issue refunds, replacements, or credit for personalization details entered incorrectly at the time of purchase. The order you submit is the order we will create.
For guidance on personalization options before you order, our concierge is always glad to help at concierge@memoireworld.com.
Shipping and Delivery
At present, Mémoire ships to the United States and the United Kingdom. We hope to extend our reach in the future.
All US orders are shipped via ground service. All UK orders are shipped via DHL International shipping service and are subject to customs for timing. Non-personalized orders are dispatched within 3–5 business days of order confirmation. Personalized orders for candles and leather goods require an additional 5 business days of preparation in our atelier before shipping. Personalized orders for stationery require an additional 15 business days of preparation in our atelier before shipping. Orders containing personalized pieces will ship once the personalized items are complete. You will receive tracking details by email as soon as your piece is on its way.
Delivery times provided at checkout are estimates and are not guaranteed. Once a parcel has left our care, we are dependent upon the carrier’s network and any factors affecting it. Title and risk of loss for each Product pass to you upon delivery to the address you have provided.
Returns and Refunds
We hope that every Mémoire piece arrives ready to take its place in your life. In the event that a non-personalized piece does not, the following policy applies.
Eligibility. Non-personalized, non-candle Products may be returned for a full refund of the Product price, provided that:
• A return authorization is requested in writing within 14 days of the date you receive the piece;
• The piece is returned in its original, unused condition, with all original packaging, materials, and any accompanying documentation; and
• The piece arrives back to us within 14 days of the issuance of your return authorization.
After 14 days from receipt, returns are no longer available.
Excluded from return. The following are final sale and may not be returned, exchanged, or refunded:
• All personalized Products (see Section 4);
• All candles, whether personalized or not (see Section 7);
• Any item marked at the time of purchase as final sale.
How to request a return authorization. Please write to our concierge at concierge@memoireworld.com with your order number and the piece you would like to return. We will respond with a return authorization and instructions for sending the piece back to us.
Return shipping. Authorized domestic returns will be arranged and paid for by Memoire. A shipping label will be included in your return authorization approval. For UK orders, all returns will be arranged and paid for by the customer. We recommend using a tracked and insured service, as we are unable to be responsible for parcels lost or damaged in transit back to us.
Refunds. Once your return has been received and inspected, your refund will be issued to your original method of payment within 5 to 10 business days. Depending on your bank or card provider, the refund may take additional time to appear on your statement.
Candles
Owing to the nature of fragrance, the fragility of handblown glass, and the conditions required to ship them safely, all Mémoire candles are final sale. This applies to both personalized and non-personalized candles. We are unable to accept returns, exchanges, or refunds on candle purchases except in the event a candle arrives damaged or defective, addressed in Section 8 below.
Damaged or Defective Goods
Damage on arrival. If any Mémoire piece, including a candle, arrives visibly damaged or defective, please write to our concierge at concierge@memoireworld.com within 7 days of delivery, including your order number and clear photographs of both the piece and its packaging. We will review and, at our discretion, offer either a complimentary replacement or a refund to your original method of payment.
Latent defects. If a defect arises with normal use that was not apparent on delivery, please write to our concierge within a reasonable time of discovering the defect, with photographs and a brief description. We will work with you in good faith to address it.
We will never ask you to arrange a return shipment for a piece that has arrived in damaged or defective condition.
Sales Tax
Applicable state and local sales taxes are calculated at checkout based on the destination shipping address and are the responsibility of the customer. We collect tax in jurisdictions in which we are required by law to do so. For UK orders, VAT and duties are reflected in our retail prices.
Payment Processing and Authorization
Payment Processing. We accept most major debit and credit cards, as well as third-party payment providers. For payments through third-party payment providers, you may be directed to their website. Mémoire is not responsible for the privacy practices or terms of any third-party payment provider, and it is your responsibility to familiarize yourself with the third-party payment provider’s terms and conditions and privacy policy.
Once your payment is complete, you will be returned to the Store. Payment will be debited and cleared from your account in full at the time you place your order, including with respect to any pre-order. We take reasonable care to make our Store secure. All credit and debit card transactions on the Store are processed using Stripe, a secure online payment gateway that encrypts your card details in a secure host environment. These details will only be used to process the card transaction you have initiated.
We take reasonable care, insofar as it is within our control to do so, to keep the details of your order and payment secure. However, in the absence of gross negligence on our part, we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data or personal information that you provide when accessing or ordering from the Store.
Payment Authorization. You acknowledge and agree that for any payment information you input, the account being used is yours, or that you have been specifically authorized by the owner of such account to use it. All credit card account holders are subject to validation and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to us, we will not be liable for any non-delivery or delay of your order. If there is a problem charging your selected payment card, we may charge another valid payment card associated with your account.
By making an offer to purchase Products, you expressly authorize Mémoire to perform credit checks and, where deemed necessary, to transmit or to obtain your credit card information or credit report information (including any updated information) to or from third parties solely to authenticate your identity, to validate your credit or debit card, to obtain an initial credit card authorization, and to authorize individual purchase transactions. You agree that we may use personal information that you provide in order to conduct appropriate anti-fraud checks. Personal information that you provide may also be disclosed to a third-party credit reference or fraud prevention agency, which may keep a record of that information. Please refer to our Privacy Policy for further information about how we use your personal information and data.
Disclaimer of Warranties
EXCEPT AS OTHERWISE EXPRESSLY PROVIDED BY APPLICABLE LAW (INCLUDING THE CALIFORNIA SONG-BEVERLY CONSUMER WARRANTY ACT, WHERE APPLICABLE), THE STORE AND ALL PRODUCTS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, AND TO THE MAXIMUM EXTENT PERMITTED BY LAW, MÉMOIRE EXPRESSLY DISCLAIMS ALL WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.
MÉMOIRE DOES NOT WARRANT THAT THE STORE WILL OPERATE UNINTERRUPTED OR ERROR-FREE, THAT DEFECTS WILL BE CORRECTED, OR THAT THE STORE OR THE SERVERS THAT MAKE IT AVAILABLE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. NO ADVICE OR INFORMATION OBTAINED FROM MÉMOIRE OR THROUGH THE STORE SHALL CREATE ANY WARRANTY NOT EXPRESSLY STATED IN THESE STORE TERMS.
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL MÉMOIRE, ITS AFFILIATES, OR ANY OF THEIR RESPECTIVE OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, LICENSORS, OR SUPPLIERS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATING TO THESE STORE TERMS, THE STORE, OR ANY PRODUCT, EVEN IF MÉMOIRE HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, MÉMOIRE’S TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR RELATING TO THESE STORE TERMS, THE STORE, OR ANY PRODUCT SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID TO MÉMOIRE FOR THE PRODUCT GIVING RISE TO THE CLAIM IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED US DOLLARS ($100).
Some jurisdictions do not allow the limitation or exclusion of liability for incidental or consequential damages, so the above limitation or exclusion may not apply to you. The foregoing limitations shall apply to the fullest extent permitted by applicable law.
Indemnification
To the fullest extent permitted by applicable law, you agree to indemnify, defend, and hold harmless Mémoire and its respective officers, directors, employees, agents, licensors, and suppliers (collectively, the "Indemnified Parties") from and against all third-party claims, losses, expenses, damages, and costs, including reasonable attorneys’ fees, arising out of or relating to (a) your violation of these Store Terms, (b) your violation of any applicable law or the rights of any third party, or (c) your wrongful or negligent conduct in connection with the Store or any Product.
Mémoire reserves the right, at its own expense, to assume the exclusive defence and control of any matter otherwise subject to indemnification by you, in which event you will cooperate with Mémoire in asserting any available defences. You will not settle any matter affecting Mémoire without Mémoire’s prior written consent.
Intellectual Property
All content on the Store — including but not limited to text, photography, illustrations, graphics, logos, the name "Mémoire," product names, world names, taglines, packaging, and the visual design of the Store itself — is the property of Mémoire or its licensors and is protected by United States and international copyright, trademark, trade dress, and other intellectual property laws.
You may view and print pages from the Store for your own personal, non-commercial use. You may not otherwise reproduce, distribute, modify, transmit, display, perform, publish, license, create derivative works from, or sell any content from the Store without our prior written consent. Any unauthorized use shall terminate the limited license granted in this section.
Customer Reviews and Statements
Nothing in these Store Terms shall be construed to restrict, prohibit, or penalise your right under the Consumer Review Fairness Act of 2016 (15 U.S.C. § 45b) to provide truthful reviews, comments, or statements about Mémoire, our employees or agents, or our Products or services. We welcome your feedback.
Permitted and Prohibited Uses
You agree to use the Store only for lawful, personal, non-commercial purposes consistent with these Store Terms. Without limiting the foregoing, you agree that you will not, and will not permit any third party to:
• use any automated system, including without limitation robots, spiders, scripts, scrapers, or offline readers, to access or monitor the Store, or to create multiple accounts, place orders, or hold inventory;
• purchase or attempt to purchase Products for the purpose of resale or commercial distribution without our prior written authorization;
• interfere with or disrupt the operation of the Store, including by introducing viruses, malware, or other harmful code, or by overloading or attacking our infrastructure;
• attempt to gain unauthorized access to any portion of the Store, any account, or any computer systems or networks connected to the Store;
• use the Store in any manner that violates any applicable law, regulation, or third-party right; or
• frame, mirror, or otherwise misappropriate any portion of the Store or its content.
We reserve the right, without limiting any other right or remedy, to cancel any order, suspend or terminate any account, and pursue any other remedies available at law or in equity in response to any actual or suspected violation of this Section 16.
Third-Party Links
In an attempt to provide increased value to our visitors, we may link to sites operated by third parties. These linked sites are provided for your convenience only, and you access them at your own risk. Mémoire is not responsible for the content, privacy practices, or terms of any third-party site.
Notices
Mémoire may deliver notice to you by means of email, a general notice on the Store, or by other reliable method to the address you have provided to us. Notices shall be deemed given when sent.
Notices to Mémoire shall be sent in writing to legal@memoireworld.com. Notices to Mémoire shall be deemed given when actually received.
Force Majeure
Mémoire shall not be liable for any delay in performance, or failure to perform, where such delay or failure results from causes beyond our reasonable control. These include, without limitation, acts of God, severe weather, fire, flood, earthquake, public health events, governmental action, labour disputes, supply or material shortages, or interruption of transport, communications, or utilities. Our obligations shall be suspended for the duration of any such event, and the time for performance shall be extended accordingly.
Modifications to These Terms
We may revise these Store Terms from time to time. The "Last Updated" date at the top of these Store Terms reflects the date of the most recent revision. For material changes, we will provide reasonable notice to registered customers by email and/or by prominent notice on the Store at least fourteen (14) days before the changes take effect. Your continued use of the Store or placement of an order after the effective date constitutes your acceptance of the updated Store Terms. If you do not agree to the updated Store Terms, please discontinue use of the Store.
Governing Law and Jurisdiction
These Store Terms and any dispute that may arise between you and Mémoire shall be governed by and construed in accordance with the Federal Arbitration Act, applicable federal law, and the laws of the State of California, without giving effect to any choice or conflict of law provision or rule (whether of the State of California or any other jurisdiction).
Subject to the binding arbitration agreement set forth in Section 22, the state and federal courts located in Los Angeles County, California shall have exclusive jurisdiction over any disputes (other than claims brought in small claims court) that are not subject to arbitration, or over any action that seeks to enforce or challenge the enforceability of the Arbitration Agreement set forth in Section 22 or any provision thereof. You and Mémoire each consent to the jurisdiction of those courts and waive any objection to personal jurisdiction or to laying of venue in such courts on the basis of inconvenient forum or any other basis.
Binding Arbitration; Class Action Waiver
PLEASE READ THIS SECTION CAREFULLY. IT REQUIRES YOU AND MÉMOIRE TO RESOLVE DISPUTES THROUGH BINDING INDIVIDUAL ARBITRATION AND LIMITS THE MANNER IN WHICH WE CAN SEEK RELIEF FROM EACH OTHER. YOU HAVE THE RIGHT TO OPT OUT OF THIS ARBITRATION AGREEMENT AS DESCRIBED BELOW.
22.1 Agreement to Arbitrate. You and Mémoire agree that any dispute, claim, or controversy arising out of or relating to these Store Terms, the Store, any Product, or our relationship with you (each, a "Dispute"), shall be resolved by final and binding individual arbitration administered by the American Arbitration Association ("AAA") under its Consumer Arbitration Rules then in effect (the "AAA Rules"), as modified by this Section 22, except that either party may bring (a) an individual action in small claims court or (b) an action in court to enjoin actual or threatened infringement, misappropriation, or violation of intellectual property rights.
22.2 Pre-Arbitration Notice and Informal Resolution. Before initiating arbitration, you and Mémoire each agree to first attempt to resolve the Dispute informally. The party seeking relief shall provide written notice (a "Notice of Dispute") to the other party describing the nature and basis of the claim and the relief sought. Notices to Mémoire shall be sent to legal@memoireworld.com. The parties shall negotiate in good faith for at least thirty (30) days following receipt of the Notice of Dispute before either party may initiate arbitration. The applicable statute of limitations shall be tolled during this informal resolution period.
22.3 Arbitration Procedures. The arbitration shall be conducted by a single arbitrator selected in accordance with the AAA Rules. The arbitrator shall be bound by these Store Terms. Unless you and Mémoire agree otherwise, any in-person hearing shall take place in the county of your primary residence in the United States. If you reside outside the United States, the hearing shall take place in Los Angeles County, California. The arbitrator may award only such relief as is permitted by applicable law and these Store Terms, and the arbitrator’s award shall be final and binding, subject to limited review by a court of competent jurisdiction.
22.4 Fees. Payment of arbitration filing, administration, hearing, and arbitrator fees shall be governed by the AAA Rules, except that Mémoire will pay all such fees that are unique to arbitration (i.e., that exceed what your fees would have been to bring the same claim in court) where your claim is for less than US$10,000, unless the arbitrator determines that the claim is frivolous or has been brought for an improper purpose.
22.5 Class Action Waiver. YOU AND MÉMOIRE EACH AGREE THAT ALL DISPUTES SHALL BE BROUGHT IN AN INDIVIDUAL CAPACITY ONLY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING. THE ARBITRATOR MAY NOT CONSOLIDATE MORE THAN ONE PERSON’S CLAIMS AND MAY NOT OTHERWISE PRESIDE OVER ANY FORM OF A CLASS OR REPRESENTATIVE PROCEEDING. If this Class Action Waiver is found to be unenforceable as to any particular claim or request for relief, then that claim or request for relief (and only that claim or request for relief) shall be severed from arbitration and may be brought in a court of competent jurisdiction; all other Disputes shall remain subject to arbitration.
22.6 Coordinated Proceedings. If twenty-five (25) or more demands for arbitration of a substantially similar nature are filed against Mémoire by or with the assistance of the same counsel or coordinated group of counsel, the parties agree that the AAA shall administer the demands in batches of no more than fifty (50) demands at a time (or such other number as the AAA may allow), with subsequent batches proceeding only after the prior batch has reached a final resolution or settlement. This Section 22.6 is intended to promote the efficient and fair resolution of mass arbitration claims and is a material part of this Section 22.
22.7 Right to Opt Out. You may opt out of this Section 22 by sending written notice of your decision to opt out to legal@memoireworld.com within thirty (30) days after first becoming subject to these Store Terms. Your notice must include your name, address, the email associated with your account (if any), and a clear statement that you wish to opt out of arbitration. If you opt out, the remainder of these Store Terms will continue to apply.
22.8 Severability and Survival. Except as provided in Section 22.5, if any portion of this Section 22 is found to be unenforceable, the remainder shall continue to apply. This Section 22 shall survive the termination of these Store Terms and your relationship with Mémoire.
ANY CAUSE OF ACTION YOU MAY HAVE WITH RESPECT TO YOUR USE OF THE STORE OR THESE STORE TERMS MUST BE COMMENCED WITHIN TWO (2) YEARS AFTER THE CLAIM OR CAUSE OF ACTION ARISES, OR IT WILL BE PERMANENTLY BARRED.
General Provisions
Severability. If any provision of these Store Terms is held to be invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect, and the unenforceable provision shall be modified to the minimum extent necessary to make it enforceable while preserving its intent.
Assignment. You may not assign or transfer these Store Terms, in whole or in part, without our prior written consent. Mémoire may freely assign these Store Terms, in whole or in part, including in connection with a merger, acquisition, reorganisation, or sale of all or substantially all of its assets.
Waiver. Mémoire’s failure to enforce any right or provision of these Store Terms shall not be deemed a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of Mémoire.
Survival. The provisions of these Store Terms that by their nature should survive termination of your use of the Store shall survive, including without limitation Sections 11 (Disclaimer of Warranties), 12 (Limitation of Liability), 13 (Indemnification), 14 (Intellectual Property), 21 (Governing Law and Jurisdiction), 22 (Binding Arbitration; Class Action Waiver), and this Section 23.
Entire Agreement. These Store Terms, together with our Privacy Policy and any other policies or terms expressly referenced herein, constitute the entire agreement between you and Mémoire regarding the Store and supersede all prior or contemporaneous communications and proposals, whether electronic, oral, or written.
No Third-Party Beneficiaries. Except as expressly provided herein, these Store Terms do not confer any rights or remedies on any third party.
Headings. Section headings are for convenience only and do not affect the interpretation of these Store Terms.
Privacy
Your use of the Store is also governed by our Privacy Policy, available at memoireworld.com/privacy [insert live URL when published], which describes how we collect, use, and protect your personal information. The Privacy Policy includes the disclosures required by the California Consumer Privacy Act (CCPA), as amended by the California Privacy Rights Act (CPRA), for California residents.
California Consumer Notice
In accordance with California Civil Code § 1789.3, California residents are entitled to the following consumer rights notice:
The Store is operated by Mémoire, Inc., located at [Mémoire principal business address]. You may contact our customer concierge at concierge@memoireworld.com or by telephone at [Mémoire customer service phone number] regarding any complaint or question about the Store or any Product.
The Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs may be contacted in writing at 1625 North Market Blvd., Suite N 112, Sacramento, CA 95834, or by telephone at (800) 952-5210.
Contact Us
For questions about these Store Terms, your order, or anything at all, please write to our concierge at concierge@memoireworld.com. We are always glad to hear from you.