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Design Yours

Helpbreakage promise

If it arrives broken, we make it right.

We pack every order carefully, but ceramics travel a long way to reach you. If yours does not survive the trip, here is exactly what happens.

  • 48 hoursto tell us, from delivery on tracking
  • 3 photospiece, inner packaging, outer box
  • Replace or refundonce we have checked the photos

Our promise

If your piece arrives broken or chipped, we will send you a replacement (if the piece is available) or refund it.

How to tell us

  1. Email us within 48 hours of the delivery time shown on your tracking, with your order number.
  2. Attach clear photos of the broken piece, the packaging inside the box, and the outer shipping box with its label showing.
  3. Keep the piece and the packaging until we have answered.

Please note

We can’t process a claim without photos of both the piece and the packaging, or one reported after the 48-hour window. Photos also help us improve how we pack.

How we pack and check

Every order is packed securely in a sturdy box. Before a made-to-order piece is fired, we send you photos to approve. It then travels by express courier (DHL or FedEx) — see shipping for delivery times.

Write to hello@memorymud.com — the subject and a short checklist are filled in for you. Looking for returns or cancellations? See returns & cancellations. Nothing here affects your rights as a consumer under the law of the country you live in.