Frequently Asked Questions


What is a Memory Vault portrait?
It's "the pic made out of pics"—A combination of award-winning technology and designers using advanced machine learning algorithms used to reconstruct your favourite moment using hundreds of pictures.

Learn more about How it is made.
How many photos do I need and how do I upload them?
After Checkout, you will be sent a link to an upload portal. You can easily upload photos and videos from multiple devices, once you're done confirm your selection so we can create your Memory Vault portrait.

How many:
You can have a good Memory Vault portrait with as few as 50 images.

You can upload videos too, from which our innovative software draws out perfectly captured images (something that's hard otherwise). 

Of course, you can also upload 100s or even a 1000 photos. The more photos you upload, the better your Memory Vault will look.
I want to gift a Memory Vault, but I don't have all their photos?
You can do few things:

- 1. Ask them for their photos and upload them or share them a link to upload theirs.
- 2. Gift them a Gift Card.
- 3. Download their Facebook / Instagram photos (right-click and Save or using one of the online downloaders).
- 4. Ask one of our team Customer care members to download their profile and use those photos.

How long does delivery take?

Our team of professional artists aim to get your Memory Vault portrait proof finalized within the day or up to 1 business day.

After you have approved the proofs, delivery takes 4 business days. Depending on the time of day, we may be able to ship out your print the same day (the cut-off is 3 pm local time), but this is not always guaranteed.
How are proofs sent?
Your custom Memory Vault portrait proof will be sent digitally through email and you will receive it as soon as it is completed (up to 1 business day).

Please do check your email as this will speed up the delivery of your order.

Shipping & PACKAGING

Do you ship to my country?
Most certainly, we ship worldwide, and all orders ship free and take 4 business days after proof to reach you.

We produce and send locally in 35 countries: 
Australia, Austria, Belgium, Brazil, Canada, Chile, China, Czech Republic, Denmark, France, Greece, Germany, India, Ireland, Italy, Japan, Malaysia, Mexico, the Netherlands, New Zealand, Norway, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, Turkey, the United Arab Emirates, the United Kingdom, and the United States.

Your order will typically be routed to our closest printing location, although sometimes due to availability/workload your order may be printed and sent from a nearby country.

NOTE: We have suspended orders from Russia and Belarus, which we no longer do business in.
How quickly do you deliver?
How Quickly Do You Deliver?
The delivery time is determined by multiple factors, including but not limited to:

The print location
The destination country
The size of the order

We deliver to more than 170 countries worldwide and have local production in 33 countries thanks to our network of more than 100 print partners. 

Printing locally means most packages are delivered 72 hours after the order has been placed and confirmed.
How do I track my order?
You can track your order by clicking on the tracking link while viewing your order in your order confirmation email.

Clicking on the link will bring you to the carrier's website where you will be able to see the current shipment status of your order.

The tracking link is generated when the carrier is informed that they will have to pick up the order from the fulfillment center. It may take some time before the link becomes active and reflect updates. 
What if my order gets lost while being shipped?
For packages lost in transit, please get in touch with us within 30 days of the estimated delivery date. We'll be happy to send a replacement order, on us.

My order shows it is being returned to sender, what now?

Returned due to invalid address or rejection
Most of the time, this is due to an incorrect or incomplete address such as an address for an apartment building with no apartment number. A mistake or exclusion with a single letter or number could cause the package to become undeliverable.

The order may also be returned to the sender if the recipient rejects the order.

In such cases, we would advise contacting your end customer to verify if they have provided the correct address and determine how they would like to proceed. 
Which shipping providers do you use?
We work with 30+ shipping providers around the world. The shipping provider used depends on several factors including the country of production and the country of delivery. A list of our distribution partners can be found below:
AnPost, Asendia, Australia Post, Austrian Post, Belgian Post, Blue Dart, Bring, Chilexpress, Colissimo, Correios Brazil, Correos, DAO, DHL, DHL Express, FedEx, Helthjem, Major Express, New Zealand Post, PSP, Pallet, ParcelForce, PostNL, Posten DK, Posten SE, Purolator, RoyalMail, SF Express, Ship&Co, Singapore Post, Swiss Post, UPS
How are the orders packaged for shipping?
Based on our experience shipping thousands of orders worldwide and supported by our customer feedback, we have defined the most efficient and damage-resistant ways to package our products to ensure compliance with local shipping requirements as well as the lowest damage rate.


What payment methods do you accept?
We accept:

VISA, Mastercard, American Express, Diners Club, Discover, JCB, Apple Pay
In what currency are your prices?
They are in U. S. Dollars ($)


What's your refund policy?
We offer unlimited revisions until your Memory Vault looks absolutely perfect. If you don't absolutely fall in love with it, we'll refund your payment in full.

Our experienced designers will advise you on the best positioning and tile sizes and hand adjust for the perfect fit.

Due to the individualization of the product, materials and work that goes in, there is no right of withdrawal after you've accepted the proofs and we've printed out a poster or a canvas.

Rest assured, your Memory Vault will look amazing printed—every print goes through a rigorous Quality Assurance testing and we use the latest printing technology and museum-grade 250gsm long-lasting semi-glossy (silk) paper. 
What happens if my order gets damaged during delivery?
Simply message us and we would be more than happy to send a replacement your way.

Data protection

How do we handle your data?
Please refer to our Privacy Policy - here.
How do we keep your photos safe?
All of your photos or videos are kept safe behind a unique 3-Step Photo Protection System that we call "The Photo Safeguard Protocol".

Learn more about it - here.