[et_pb_section fb_built=”1″ admin_label=”Hero Section” _builder_version=”4.16″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_direction=”90deg” background_color_gradient_stops=”rgba(244,240,233,0.9) 30%|rgba(244,240,233,0) 100%” background_color_gradient_overlays_image=”on” background_color_gradient_start=”rgba(244,240,233,0.9)” background_color_gradient_start_position=”30%” background_color_gradient_end=”rgba(244,240,233,0)” background_image=”https://memoriesticknz.com/wp-content/uploads/2024/03/florist-11.jpg” custom_margin=”|||” custom_padding=”119px|0px|119px|0px” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”off|desktop” admin_label=”Hero Area” _builder_version=”4.16″ _module_preset=”default” custom_padding=”27px|0px|0px|0px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Hero Title” _builder_version=”4.16″ _module_preset=”default” text_font=”Playfair Display||||||||” header_font=”Alice||||||||” header_font_size=”80px” header_letter_spacing=”-3px” header_line_height=”1.1em” custom_margin=”||0px|” custom_padding=”|||” animation_style=”slide” animation_direction=”left” animation_intensity_slide=”5%” animation_starting_opacity=”100%” text_font_size_last_edited=”off|desktop” header_font_size_tablet=”” header_font_size_phone=”60px” header_font_size_last_edited=”on|phone” global_colors_info=”{}”]

Frequently Asked Questions

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Here, you’ll find answers to the questions we hear most from our community. Whether you’re curious about creating your custom photo magnets, need help with an order, or just want to learn more about how we bring your memories to life, you’re in the right place.  If your question isn’t answered here, please don’t hesitate to reach out to us directly.

[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ admin_label=”FAQ” _builder_version=”4.17.3″ _module_preset=”default” top_divider_flip=”horizontal” collapsed=”on” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|phone” _builder_version=”4.17.4″ _module_preset=”default” custom_margin=”-15vw||||false|false” custom_margin_tablet=”-21vw||||false|false” custom_margin_phone=”||||false|false” custom_margin_last_edited=”off|desktop” custom_padding=”159px|80px|159px|80px|true|false” custom_padding_tablet=”30px|20px|30px|20px|true|true” custom_padding_phone=”20px|0px|20px|0px|true|true” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” header_3_text_color=”#0097B2″ global_colors_info=”{}”]

General Questions

[/et_pb_text][et_pb_accordion open_toggle_text_color=”#22434A” open_toggle_background_color=”RGBA(255,255,255,0)” closed_toggle_background_color=”RGBA(255,255,255,0)” toggle_icon=”P||divi||400″ icon_color=”#22434A” _builder_version=”4.17.4″ _module_preset=”default” toggle_text_color=”#22434A” toggle_font=”Alice|700|||||||” toggle_font_size=”22px” toggle_line_height=”1.2em” closed_toggle_font=”Alice||||||||” body_font=”Poppins||||||||” body_text_color=”#22434A” body_font_size=”15px” body_line_height=”1.8em” background_color=”#FFFFFF” toggle_font_size_tablet=”16px” toggle_font_size_phone=”13px” toggle_font_size_last_edited=”on|desktop” body_font_size_tablet=”16px” body_font_size_phone=”14px” body_font_size_last_edited=”on|phone” border_width_all=”0px” border_width_bottom=”1px” border_color_bottom=”rgba(46,91,97,0.2)” global_colors_info=”{}”][et_pb_accordion_item title=”Can I use more than one discount code?” open=”on” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

No. Only one discount code can be applied to your order at one time. For more information, please visit our trading terms here.

[/et_pb_accordion_item][et_pb_accordion_item title=”How do I place an order?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

All our products are personalised for our customers and will need to be confirmed and ordered on our website. All you need to do is personalise your chosen products and follow the prompts through the checkout.

[/et_pb_accordion_item][et_pb_accordion_item title=”Will my image will look good printed?” _builder_version=”4.17.1″ _module_preset=”default” global_colors_info=”{}” open=”off”][/et_pb_accordion_item][et_pb_accordion_item title=”What size/shape should my images be?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Try and use images that are cropped to a square, as our photo magnets are best suited to this format. The photos you upload for most products should be a minimum of 800px and under 5MB.

[/et_pb_accordion_item][et_pb_accordion_item title=”What kind of images can I upload?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

You can access photos from your devices photo gallery. If you would like to access any photos on social sites such as Facebook or Instagram, we recommend logging in to your nominated social account. Once you access these photos, you can save them out on the device’s photo gallery. Our product pages will also be set with a minimum size requirement for your image.

Pro Tips: Try using clear images with clean backgrounds, so the focus is on the actual person or image and avoid dark backgrounds and photos with a lot going on. Also, avoid blurry, heavily filtered and unfocused photos.

Important note: When choosing your photos, please avoid using anything that may be deemed offensive, such as those of a pornographic, sexually explicit nature or any references of a criminal nature. Memories Stick NZ reserves the right to cancel orders of this kind.

[/et_pb_accordion_item][et_pb_accordion_item title=”My product is incorrect?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Memories Stick takes quality control very seriously before dispatching your order; however, we understand that sometimes things can go wrong. If you receive your product and it is incorrect or not what you ordered, please contact us via our contact us form so we can help resolve this issue.

[/et_pb_accordion_item][et_pb_accordion_item title=”Can I add to my order once it’s placed?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

No. Unfortunately, we cannot add products to existing orders. These will need to be placed as a separate order.

[/et_pb_accordion_item][et_pb_accordion_item title=”Can I change my order?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

No. Once you have confirmed your products with us online, placed your order and received an order confirmation, the manufacturing process has begun. We cannot make any changes to your order specifications. For our full trading terms and policy concerning order changes, please see our Terms & Conditions page.

[/et_pb_accordion_item][et_pb_accordion_item title=”What payment options do you have?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

We accept Mastercard, Visa, PayPal, Afterpay, Apple & Google Pay. Please note: We do not accept AMEX.

[/et_pb_accordion_item][et_pb_accordion_item title=”Why is my discount code is not working?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

If you have reached our checkout and are having trouble applying your discount code, please use the following tips to troubleshoot.

• Make sure that you have entered the discount code correctly with no extra spaces or punctuation.

• Make sure all the conditions are met to qualify for the discount. For example, you may have to add a specific amount of product to your cart to be eligible.

If you continue to experience issues, please contact us via our contact us form.

[/et_pb_accordion_item][/et_pb_accordion][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” header_3_text_color=”#0097B2″ global_colors_info=”{}”]

Shipping Questions

[/et_pb_text][et_pb_accordion open_toggle_text_color=”#22434A” open_toggle_background_color=”RGBA(255,255,255,0)” closed_toggle_background_color=”RGBA(255,255,255,0)” toggle_icon=”P||divi||400″ icon_color=”#22434A” _builder_version=”4.17.4″ _module_preset=”default” toggle_text_color=”#22434A” toggle_font=”Alice|700|||||||” toggle_font_size=”22px” toggle_line_height=”1.2em” closed_toggle_font=”Alice||||||||” body_font=”Poppins||||||||” body_text_color=”#22434A” body_font_size=”15px” body_line_height=”1.8em” background_color=”#FFFFFF” toggle_font_size_tablet=”16px” toggle_font_size_phone=”13px” toggle_font_size_last_edited=”on|desktop” body_font_size_tablet=”16px” body_font_size_phone=”14px” body_font_size_last_edited=”on|phone” border_width_all=”0px” border_width_bottom=”1px” border_color_bottom=”rgba(46,91,97,0.2)” global_colors_info=”{}”][et_pb_accordion_item title=”Can I change an incorrect address?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”on”]

If your order has not left us. Yes, please be sure to reach out to our customer service team with your correct shipping address for amendment before the dispatch of your order.

If your order has been dispatched or is already on the way, we will not be able to change your shipping address.

You may contact NZ Post, and they may be able to redirect your parcel at their discretion; however, this is not guaranteed.

If the goods are returned to us, we will attempt to contact you using your order details to re-deliver.

Please note, we do not ensure the package will be returned to us by the carrier provider or the recipient at the incorrect address. If the incorrect address provided is a neighbor, we recommend attempting to retrieve this parcel directly.

If your package is returned, you will be required to pay a second shipping cost to have it redelivered to the correct address.

[/et_pb_accordion_item][et_pb_accordion_item title=”How do I track my delivery?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Once your order has left our warehouse, you will be able to track it online with NZ Post. You will be sent an email with your tracking number. Please allow 24 hours for your tracking information to become active.

[/et_pb_accordion_item][et_pb_accordion_item title=”How long will my order take to arrive?” open=”off” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

[/et_pb_accordion_item][et_pb_accordion_item title=”How much does shipping cost?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

We have a flat rate shipping cost of $5 for standard shipping and $7 for Express Shipping as per NZ Post delivery timeframes.

[/et_pb_accordion_item][et_pb_accordion_item title=”Do you offer customer pick up?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Yes. If you are local to Westport you can contact to pick up your order. 

[/et_pb_accordion_item][/et_pb_accordion][et_pb_text _builder_version=”4.17.4″ _module_preset=”default” header_3_text_color=”#0097B2″ global_colors_info=”{}”]

Shipping Questions

[/et_pb_text][et_pb_accordion open_toggle_text_color=”#22434A” open_toggle_background_color=”RGBA(255,255,255,0)” closed_toggle_background_color=”RGBA(255,255,255,0)” toggle_icon=”P||divi||400″ icon_color=”#22434A” _builder_version=”4.17.4″ _module_preset=”default” toggle_text_color=”#22434A” toggle_font=”Alice|700|||||||” toggle_font_size=”22px” toggle_line_height=”1.2em” closed_toggle_font=”Alice||||||||” body_font=”Poppins||||||||” body_text_color=”#22434A” body_font_size=”15px” body_line_height=”1.8em” background_color=”#FFFFFF” toggle_font_size_tablet=”16px” toggle_font_size_phone=”13px” toggle_font_size_last_edited=”on|desktop” body_font_size_tablet=”16px” body_font_size_phone=”14px” body_font_size_last_edited=”on|phone” border_width_all=”0px” border_width_bottom=”1px” border_color_bottom=”rgba(46,91,97,0.2)” global_colors_info=”{}”][et_pb_accordion_item title=”Can I change an incorrect address?” open=”on” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”]

If your order has not left us. Yes, please be sure to reach out to our customer service team with your correct shipping address for amendment before the dispatch of your order.

If your order has been dispatched or is already on the way, we will not be able to change your shipping address.

You may contact NZ Post, and they may be able to redirect your parcel at their discretion; however, this is not guaranteed.

If the goods are returned to us, we will attempt to contact you using your order details to re-deliver.

Please note, we do not ensure the package will be returned to us by the carrier provider or the recipient at the incorrect address. If the incorrect address provided is a neighbor, we recommend attempting to retrieve this parcel directly.

If your package is returned, you will be required to pay a second shipping cost to have it redelivered to the correct address.

[/et_pb_accordion_item][et_pb_accordion_item title=”How do I track my delivery?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Once your order has left our warehouse, you will be able to track it online with NZ Post. You will be sent an email with your tracking number. Please allow 24 hours for your tracking information to become active.

[/et_pb_accordion_item][et_pb_accordion_item title=”How long will my order take to arrive?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

[/et_pb_accordion_item][et_pb_accordion_item title=”How much does shipping cost?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

We have a flat rate shipping cost of $5 for standard shipping and $7 for Express Shipping as per NZ Post delivery timeframes.

[/et_pb_accordion_item][et_pb_accordion_item title=”Do you offer customer pick up?” _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}” open=”off”]

Yes. If you are local to Westport you can contact to pick up your order. 

[/et_pb_accordion_item][/et_pb_accordion][/et_pb_column][/et_pb_row][et_pb_row _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.4″ _module_preset=”default” global_colors_info=”{}”][/et_pb_column][/et_pb_row][/et_pb_section]