Frequently Asked Questions
Ordering & Personalisation
How do I place an order?
Easy! Just choose your favourite item, add your names, dates, or wording in the personalisation box, then pop it in your basket and checkout.
Can I see a preview?
For most items, yes! If you’d like a digital mock-up before we make your piece, just let us know when you order.
I made a mistake - can I change my order?
We get it – typos happen! If you spot an error, message us within 24 hours and we’ll fix it. After that, your order may already be in production.
Don’t forget to double-check all spellings and details when placing your order.
Products & Custom Requests
What kind of gifts do you make?
We create a wide range of personalised keepsakes and gifts, including:
- Candles & frames
- Wedding & engagement gift
- Birthday gifts
- Baby keepsakes
- Teacher & thank-you gifts
- Speech gifts (perfect for mitzvah’s ,weddings, birthdays, and special occasions)
- Event décor
- Merchandise (hoodies, T-shirts, tote bags, and more!)
Are your items handmade?
Yes! Many of our products are handmade to order, so every piece is unique.
Can I request something completely custom?
Absolutely. Got an idea in mind? Send it our way – we love bringing your vision to life.
What's the difference between acrylic and vinyl?
- Acrylic → Used to make the logo 3D. For example, cutting the logo out of acrylic and placing it on top of a mirror so it stands out to create that 3D effect.
- Vinyl → Used as a coloured backing. For example, applying a sheet of vinyl behind the mirror or acrylic piece to add colour and depth.
Delivery & Shipping
Do you offer UK-wide delivery?
For customers outside our local delivery zone, we ship UK-wide using reliable courier services within 3-5 working days:
- Standard Delivery (Evri / Royal Mail 2nd Class): From £3.35 (3–5 working days)
- Tracked Delivery (Royal Mail Tracked 24/48): From £3.45 (1–3 working days)
- Express Next Day (Royal Mail Special Delivery): From £8.95 (up to 1 kg – please contact us before ordering for urgent deliveries)
Shipping costs are calculated at checkout based on parcel weight and delivery option selected.
Not sure if you’re within our local delivery area? Send us your postcode and we’ll confirm.
Need it sooner? Just get in touch!
Do you offer local pickup?
Yes! Collection is free of charge if you’d prefer to pick up your order directly from us in Mill Hill, NW7 by appointment. Once your order is ready, we’ll contact you to arrange a convenient collection time.
Do you ship internationally?
Yes! We post worldwide delivery times will vary depending on where you are
How much is shipping?
Postage is worked out at checkout, based on the size of your order and where it’s going – we offer free delivery for orders over £50 and for local deliveries.
How does your local delivery work?
We offer local hand delivery within 5 miles of the NW7 (Mill Hill) area. FREE delivery is offered for orders over £50. Deliveries are normally made as soon as your items are ready but normally with in 2 working days after your order is completed.
Event Orders
How long do event items take?
Event items (such as table décor, signage, or large personalised orders) usually need at least 3 weeks’ turnaround time. This allows us to design, make, and deliver everything with care.
What if I need something urgently?
Don’t worry – we’ll always try to help! If you have a last-minute event, message us as soon as possible. We’ll let you know if we can fast-track your order.
Payments & Refunds
How can I pay?
We accept all major debit/credit cards, PayPal, and other secure payment options.
Can I return a personalised item?
Because everything is made just for you, we can only accept returns if the item is faulty or we’ve made a mistake.
What if my order arrives damaged?
Oh no! If that happens, please contact us within 48 hours with photos and we’ll send a replacement straight away.
Contact & Support
What is the best way to reach you?
You can message us via our Contact Us page, email us at tory@mirroredmemories.co.uk, or drop us a DM on social media.
When will I hear back from you?
We reply to all messages within 24–48 hours (Monday–Friday).