Shipping policy

FirstMemories Shipping Policy

Last updated: 31 August 2025

We are thrilled that you've chosen FirstMemories to create your beautiful keepsake. This policy outlines everything you need to know about how we produce and ship your one-of-a-kind memory book.

Our Unique Process: From Creation to Your Doorstep

Your FirstMemories book is a year-long project of love. It is important to remember that your book only enters the production and shipping phase after the 52-week creation period is complete and the book has been confirmed for printing.

The timeline below begins from the moment your book is sent to our printers.

Production & Shipping Timeline

Our process is split into two distinct phases: Production and Shipping.

1. Production Time (3-5 Business Days)

This is the time it takes for our specialist printing partners at Gelato to expertly print, bind, and package your personalised photo book. Production typically takes 3 to 5 business days. Please note that this does not include weekends or public holidays.

2. Shipping Time (After Production)

Once production is complete, your order is shipped. We partner with Gelato's global network of printers to produce your book as close to your shipping address as possible. This smart, localised production allows for faster, more reliable shipping and minimises customs delays.

Estimated standard shipping times are as follows:

  • United Kingdom: 2-5 business days

  • United States, Canada & Europe: 3-7 business days

  • Australia & New Zealand: 3-8 business days

  • Rest of the World: 6-15 business days

Please Note: These are estimated delivery times. While we work with reliable local and international carriers, delays can occasionally occur due to factors outside of our control, such as carrier issues, severe weather, or customs processing for international orders.

Order Tracking

You will receive a shipping confirmation email with a tracking number as soon as your order leaves the production facility. You can use this number to follow your package's journey to your home.

Please allow up to 48 hours for the tracking information to become active after you receive the email.

Customs, Duties, and Taxes (International Orders)

Thanks to our global printing network, most orders for customers in the UK, Europe, North America, and Australia are printed locally, meaning you are unlikely to incur any customs fees.

However, if your shipping address is in a country outside of our local printing network, your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.

FirstMemories is not responsible for these charges if they are applied. All charges of this nature are the full responsibility of the customer.

Address Accuracy

It is the customer's responsibility to provide a complete and accurate shipping address during the checkout process and to ensure it is up-to-date before the 52-week period concludes.

If a package is returned to our printers due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the reshipment costs. We are not able to offer a refund for orders that are not delivered due to an incorrect address.

Lost or Delayed Packages

If you have not received your order within the estimated timeframe and the tracking information has not been updated for several days, please contact our support team. We will work with our printing partner to investigate the issue and find a solution.

Contact Us

If you have any questions about your shipment, please don't hesitate to reach out to us.

  • Email: support@firstmemories.co

  • Contact Page: [Link to your website's contact page]