Shipping Policy
This Shipping Policy explains how production, shipping, estimated delivery times, and delivery issues are handled for orders placed on sendamemory.store.
This policy applies to purchases made from:
Send A Memory j.d.o.o.
Duvanjska 5
21000 Split
Croatia
OIB: 52134228576
Email: support@sendamemory.store
Phone: +385 99 870 2775
1. Order Processing and Production Time
All printed postcards are made to order based on the photo, message, design, and recipient details submitted by the customer.
Printed postcards are usually produced within 1–2 business days after the order is successfully placed and paid.
Production time starts after we receive:
- Successful payment
- Required postcard content
- Recipient details
- Any other information needed to complete the order
Production may take longer during high demand, public holidays, technical issues, missing customer information, payment verification, fraud prevention checks, or events outside our reasonable control.
Digital postcards are delivered instantly after successful payment and order completion. They are digital products and are not physically shipped.
2. Shipping Destinations
We ship printed postcards to addresses in Europe and worldwide, subject to postal or delivery service availability.
We may be unable to deliver to certain countries, regions, islands, military addresses, PO boxes, restricted areas, or destinations affected by postal limitations, customs restrictions, conflict, sanctions, or force majeure events.
If we cannot ship to your selected destination, we will contact you or cancel and refund the affected order where appropriate.
3. Estimated Delivery Times After Printing
After the postcard has been produced and handed over to the postal or delivery service, estimated delivery times are:
- Europe: 2-7 business days
- Worldwide: 5–12 business days
These delivery times are estimates and start after printing is completed, not from the moment the order is placed.
Delivery times may vary depending on the destination country, local postal services, customs, holidays, weather, seasonal demand, strikes, incorrect address details, or other circumstances outside our control.
Unless explicitly stated otherwise at checkout, delivery dates are estimates and are not guaranteed.
4. Total Estimated Time From Order to Delivery
The total estimated time from placing an order to delivery is:
- Europe: production 1–2 business days + delivery 3-8 business days
- Worldwide: production 1–2 business days + delivery 7-14 business days
This means most printed postcard orders are expected to arrive within approximately:
- Europe: 3–6 business days after the order is placed
- Worldwide: 6–11 business days after the order is placed
These estimates do not include weekends, public holidays, customs delays, postal disruptions, incorrect delivery details, failed delivery attempts, or circumstances outside our control.
5. Shipping Confirmation and Tracking
Where tracking is available, you may receive a shipping confirmation email with tracking information after your order has been shipped.
Tracking availability may depend on the destination country, postal service, shipping method, and product type.
Some shipments may have limited tracking or may not show detailed updates after leaving the origin country.
If tracking is not available for a specific destination or shipping method, we will still process and ship your order using the available postal or delivery service.
6. Customer Responsibility for Delivery Information
Customers are responsible for providing complete and accurate delivery information, including:
- Recipient full name
- Street name and house number
- Apartment, unit, floor, or building details, where applicable
- City
- Postal code
- Country
- Phone number, if requested or required
- Any additional delivery instructions, where available
We are not responsible for failed, delayed, lost, or returned deliveries caused by incorrect, incomplete, outdated, or undeliverable address information provided by the customer.
If you notice a mistake in the delivery address after placing your order, contact us immediately at:
We will try to correct the address before production or shipping, but we cannot guarantee changes once the order has entered production, been printed, packed, or shipped.
7. Delivery Delays
We do our best to meet the estimated delivery times, but delivery may be delayed due to circumstances outside our control, including:
- Postal or courier delays
- Customs processing
- Local holidays
- Weather conditions
- Strikes or labour disruptions
- High seasonal demand
- Incorrect or incomplete address details
- Recipient unavailability
- Security checks
- International transport delays
- Force majeure events
We are not responsible for delays caused by third-party postal or delivery providers. However, if your order is significantly delayed, contact us and we will do our best to help investigate the issue.
8. Customs, Duties, and Import Taxes
For deliveries outside the European Union, the recipient may be responsible for customs duties, import taxes, handling fees, or other charges imposed by the destination country.
These charges are not controlled by us and are not included in the product or shipping price unless explicitly stated at checkout.
Customers are responsible for checking whether any customs rules, import restrictions, taxes, or duties apply in the destination country.
We are not responsible for delays, additional costs, or failed deliveries caused by customs procedures or import restrictions.
9. Lost Shipments
If your order has not arrived within a reasonable time after the estimated delivery period, please contact us at:
Please include:
- Your order number
- Your full name
- Recipient name
- Delivery address
- Email address used for the order
- Any tracking information, if available
Before considering a shipment lost, we may ask you to allow additional time for delivery, especially for international shipments.
Depending on the circumstances, we may offer:
- Shipment investigation
- Replacement
- Reprint
- Store credit
- Partial refund
- Full refund
The available resolution depends on the shipping method, destination, tracking status, delivery provider response, and the specific circumstances of the case.
10. Damaged Shipments
If your printed postcard arrives damaged, please contact us within 7 days of delivery at:
Please include:
- Your order number
- A clear description of the issue
- Photos of the damaged postcard
- Photos of the packaging, if the packaging was damaged
- Email address used for the order
After reviewing the issue, we may offer a replacement, reprint, partial refund, or full refund, depending on the situation.
11. Returned, Refused, or Undeliverable Shipments
If a shipment is returned to us or cannot be delivered because of incorrect address details, recipient unavailability, refusal of delivery, customs issues, or failure to collect the shipment, we may not be able to offer a refund.
If the order can be reshipped, additional shipping costs may apply.
Personalized printed products may not be refundable if delivery fails due to reasons outside our control or incorrect information provided by the customer.
12. Multiple Orders or Multiple Recipients
If you place multiple orders or send postcards to multiple recipients, each postcard may be produced, shipped, and delivered separately.
Delivery times may vary between recipients, especially if the addresses are in different countries or regions.
13. Digital Products
Digital postcards are delivered instantly through a digital link shown on the checkout/order confirmation page after successful payment and order completion. They are digital products and are not physically shipped.
Customers are responsible for saving or downloading their digital postcard after purchase.
If you cannot access your digital postcard link, contact us at:
14. Contact
For questions about shipping, delivery, tracking, lost shipments, damaged shipments, or address corrections, contact us at:
Send A Memory d.o.o.
Duvanjska 5
21000 Split
Croatia
OIB: 52134228576
Email: support@sendamemory.store
Phone: +385 99 870 2775