Frequently Asked Questions

Returns and exchanges

We're only happy if you're happy.


If you're less than thrilled with your purchase, we'll be happy to offer a no-questions refund or exchange on any purchase for up to 30 days after your item was received (so long as it's in original condition with original packaging, of course).

US Domestic: your return is on us!

International: The cost of the international returns label will be deducted from your overall refund. Depending on where it's shipping from, the cost ranges from $15 to $35

Please note your original shipping fee is not refundable and will be deducted from the refundable amount. Orders outside of the US or Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

Once your order arrives back to us, it can take up to 5-10 business days for it to be processed. We’ll be in touch via email with an update on your refund, store credit or replacement.

We’re unable to refund original shipping fees on any orders. Orders outside of the US or Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

Shipping policy

All orders take 1-3 business days to be processed after being placed. For orders within the US, shipping normally takes 3-5 business days. Shipping times for international orders vary depending on your destination, shipping method, and customs. As soon as your order ships, you can track it through your shipping confirmation email.

Yes. Duties and taxes are not included when placing an international order. They are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery.

We offer FREE shipping in the United States.

We’re unable to refund original shipping fees on any orders. Orders outside of the US or Canada may have duties and taxes incurred. You are responsible for paying these fees and we’re unable to waive or refund them, even if the order is returned back to us.

Other Questions

Your order will ship from San Francisco, CA.

We embed a Digital Soul into every piece of Mementum jewelry. Each Digital Soul conceals a distinct code, which serves as a physical key. The code can be scanned using our mobile app, giving you access to view, edit or upload memories. 

Yes, our mobile app supports iOS and Android phones.

Photos of your memories worth remembering and space for comments (a funny story, your feelings or a lovely quote). Feeling inspired? You can also add a letter to make it extra special! You can also edit the date and place of the photo. 

Yes, the Digital Soul is waterproof and will continue to function after a shower. However, we strongly recommend against exposing your jewelry to any type of liquid. Water can contain chlorine, salts, or harsh chemicals that can reduce the shine and sparkly finish of the piece. 

Yes, you can continue adding memories! Mementum is meant to grow with you as you keep on making memories. Your necklace is like a physical key, with it you will be able to view, add or change the memories.

Each pendant comes with 50 memories. 

No, Mementum is jewelry. They DO NOT contain any chips, wires or batteries.

You can report that your Mementum jewelry has been lost to lock the content inside.

If someone happens to find and scan your jewelry, we can inform the user that the jewelry was lost and assist in coordinating a return. It’s a small chance but is a chance that never existed before with lost jewelry. 

Your physical jewelry may be unrecoverable, but your important digital memories are safely backed up. We can transfer your memories onto a new piece of Mementum jewelry.

Yes, we understand the importance of keeping your memories private because we have memories too. Privacy is one of our core values, so we will keep your personal memories completely private. 

If you don’t see your question, send us a message at team@mementum.io and we’ll get right back to you!