You can reach us at Whatsapp: +65 8870 4020 or hello@memo-arthouse.com

When contacting us, please provide your 5-digit order number (e.g., #00000) to help us assist you more efficiently. Thank you.

For courier services (Qxpress):

In the event that any items in your order are Out-Of-Stock (OOS), we will proceed with shipping the available items and refund you for the OOS items. 

Shipping via courier (Qxpress) typically takes between 5 to 30 working days, depending on the destination country. Please note that once the courier has collected your parcel, we no longer have control over the delivery process. For any issues with the parcel, please contact the respective shipping service directly.

*Please note that couriers do not operate on weekends. Orders placed towards the end of the week may experience longer delivery times. Thank you for your patience and understanding.

What Payment Methods do you accept?

Currently, for international shipping, we only accept payments via credit cards.

Does Memo's Art House ship Internationally?

Yes, we currently offer international shipping to the following countries:

Asia	Brunei, China, Hong Kong, Indonesia, India, Japan, Korea, Macau, Malaysia, Philippines, Thailand, Taiwan, Vietnam
Oceania	Australia, New Zealand
North America	Canada, USA
South America	Brazil
Middle Eastern	United Arab Emirates, Qatar, Saudi Arabia, Oman, Turkey
Europe	United Kingdom, Russia, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland

What shipping methods are available?

For international shipping, we only offer Qxpress.

For detailed information on pricing by weight according to country, click here.

How is shipping calculated?

Shipping rates are typically calculated based on the volumetric weight of parcels. If the actual weight of a parcel is heavier than its volumetric weight, the actual weight will be used to determine the shipping rates.

Below is the formula used to calculate volumetric weight:

How long does it take for my orders to be shipped?

Orders are typically shipped within 48 hours after they have been received. You will receive an email with your tracking number once your order has been shipped. Please allow a few hours or days for the shipping status to be updated.

Occasionally, there may be delays in shipping due to unavoidable and unforeseen circumstances, such as courier no-shows. As we are a small team, we kindly ask for your understanding regarding possible delays.

If you need to check the shipping status of your order, please contact us at hello@memo-arthouse.com or WhatsApp us at +65 8870 4020.

How long does it take for my order to reach me? 

After orders have been shipped, delivery typically takes between 5 to 30 working days, depending on your location.

Are there any free shipping available?

No, we do not offer free shipping to any region, regardless of the weight. Please note that there is a maximum shipping weight of 3 kg!

What happens when a product is out of stock in my order?

If a product in your order is out of stock, we will ship the available items as usual and refund you for the out-of-stock item. 

Refunds will be processed as soon as possible, typically every Friday, via PayNow. As we are a small team, we appreciate your patience while we process the refunds. Thank you, and we apologize for any inconvenience caused.

I'm missing an item in my order, what should I do?

First and foremost, we apologize for any missing items in your order. If you have not received communication from us regarding refunds for out-of-stock items, please reach out to us. You can contact us via WhatsApp at +65 8870 4020 or email us at hello@memo-arthouse.com.

Once we confirm the item is missing, we will proceed with issuing a refund to the card used for payment. Please be patient with us as we require time to process refunds.

Thank you for your understanding, and we apologize for any inconvenience caused.

I received the wrong item in my order, what should I do?

Firstly, we apologize for the mistake made. Please reach out to us via WhatsApp at +65 8870 4020 or email us at hello@memo-arthouse.com to inform us of your situation.

Once we confirm that the item is incorrect, we will work with you to determine appropriate compensation based on our discussion and arrangement.

Can I exchange my order?

Currently, for international orders, we do not accept exchanges. Please ensure you purchase enough yarn from the same batch to avoid colour variations, as all sales are final.

Can I cancel my order?

If you have already made a payment for your order and wish to cancel it, please contact us as soon as possible via WhatsApp at +65 8870 4020 or email us at hello@memo-arthouse.com to discuss further.

Please note that once your order has been shipped, we are unable to cancel it.