TERMS & CONDITIONS
Customer Care
At Memory Haven Designs Studios, we prioritize customer care and satisfaction. We are dedicated to providing a seamless and enjoyable experience for our clients. Whether you have queries or need assistance, our team is here to support you every step of the way.
We believe in transparency and building trust with our customers. Our Customer Care policy is designed to ensure that you can make your purchases with confidence, knowing that we are committed to addressing your needs and concerns.
Privacy & Safety
Our commitment to privacy and safety is unwavering. We understand the importance of safeguarding your personal information and ensuring secure transactions. Rest assured that we utilize industry-standard measures to protect your data. From the moment of purchase to the handling of your details, we prioritize the security and confidentiality of your information.
We are transparent about our data practices and always strive to maintain the trust of our customers. Our Privacy & Safety policy provides clear insights into how we handle, store, and protect your information, demonstrating our dedication to maintaining the highest standards of privacy.
Wholesale Inquires
Interested in showcasing our exquisite creations in your retail space? Our wholesale inquiries section is tailored to provide retailers with comprehensive information on partnering with us. We believe in fostering strong relationships and are committed to supporting your business growth. Explore the opportunity to elevate your product offerings with our stunning sculptures and elevate the experience for your customers.
We believe in open communication and are eager to collaborate with retailers who share our passion for delivering exceptional products and experiences.
Payment Methods
A set booking fee is required to secure any appointment with us. No appointments are held for any period without this fee. The outstanding balance is then due on the appointment day. Payments can be made in exact cash or via Venmo
​
​
Venmo:
Send payments to @MemoryHaven
​
OFFLINE PAYMENTS:
CASH is ONLY accepted for payment balances. Please bring the exact amount on the appointment day.
​
​
In Studio Appointments
​
​
​
​All appointments require a deposit ( excluding some special offers). We operate under a 48 hour cancelation policy. This means that if you cancel or reschedule your appointment with more than 48 hours notice, your deposit is refundable or transferable to another scheduling date. If you cancel or reschedule your appointment with less than 48 hours notice, your deposit is non-refundable and non-transferable to another scheduling date. Another deposit will be required to book a new appointment. If you have a gift card voucher and you do not adhere to the 48 hour cancellation policy, a new deposit will also be required to book new appointment.
We allow a 15 minute grace period from the start of your scheduled appointment time. If you are more than 15 minutes late, and there is another appointment booked directly after you, I will be unable to carry out your appointment and your deposit is non-refundable and non-transferable to another date. We would require another deposit to book a new appointment. If you have a gift certificate, a.new deposit will be required to book another appointment.
​
​
All life castings take approximately 2-3 months to complete. There are multiple stages of refining involved and from appointment to completion it is a lengthy process. While we aim to achieve the 2-3 month turnover, this can not be guaranteed.
​
As soon as your sculptures are ready for collection, I will let you know wither by email and/or phone number provided by you at the time of booking. Please make sure I have the correct contact details. To keep the studio organized, and protect sculptures from damage, please collect your keepsake as soon as possible after notification and pickup scheduling confirmation.
​​
​
​
​​
​
Returns are only accepted if there is a significant flaw. If you see anything that you feel severely detracts from he beauty of your piece, please send an email to hello@memoryhavendesign.com to discuss. It is important to us that you are satisfied with your piece and we will of our best to ensure this. If a repair proves unsatisfactory, at my discretion I will offer to repeat the cast (which may incur a fee) or offer a partial refund. Each piece is made carefully by Hand, this may mean that there are common irregularities.
​
If you are dissatisfied with your keepsake because of something that was beyond my control such as a baby's finger position or a group of hand who changed position from the agreed pose once submerged in the molding material - this is typically only discovered after the appointment has finished and the cast has been revealed. A flat fee will be charged for recasting.
​
​
​
​We take your health and safety seriously. The materials we use are safe, and we always fully explain the process before you are cast, but if you would like to know more before attending your appointment, please get in touch. We do our best to minimize any risk of injury or discomfort to customers while they are in our care. However, it is important to recognize the following before agreeing to take part:
​
-
The process involves hands on touching of the area being cast.
-
The process can involve varying temperatures ( this might include lukewarm molding material, and a cold cloth). At no point should it be uncomfortable or would you be in danger from being burnt.
-
the process involves material being applied directly to the skin. These materials includes a seaweed-based product, which is a medical-grade product. The other material used is water, water based baby wipes, baby oil (olive oil).
-
Removal of any casting material from he skin is gentle and does not hurt. It may result in temporary redness of the skin which should not cause any discomfort and will fade naturally within a couple of minutes.
-
Staying still, particularly standing still, for the casting process can result in some people