We pride ourselves on the quality of our work. We are one of the few labs in the world that offers such a wide range of print-making services and techniques and we know that our clients come to us for our attention to detail, our love of photography and our commitment to preserving their individual story.
Memorieslab aims to cultivate lasting relationships with all our clientele to enable our services to cater to the different needs and preferences of each individual. Our services cater to a wide range of markets, including custom photo gifts, fine art printing, galleries, and interior decor, all focussed on the intimate personal side to the art. It’s your story. Let us help you tell it.
To enquire further about our custom services, please contact firstname.lastname@example.org, letting us know the location the order will be placed and the service of interest. Our representatives will endeavour to respond to your enquires within two business days.
WHERE CAN I PURCHASE MEMORIESLAB PRODUCTS?
Our products may be purchased through our website, iOS and Android apps. Besides our Gift Cards and ready made products, Memorieslab does not allow third party vendors to sell our online printing services directly and encourage customers to inform us if they discover businesses doing so.
CAN I PRINT MY PHOTOS FROM INSTAGRAM / FACEBOOK?
Yes, you may print photos from Instagram or facebook for small sized collection print products such as integral prints, tabletop frames and albums. However, we strongly suggest that our clients send us the native file for better print quality.
CAN I PURCHASE ADDITIONAL PHOTOS OTHER THAN THE NUMBER SPECIFIED IN THE SETS?
We believe more photos don't necessarily convert to more meaning, but choosing the right ones certainly do. That is why each set is limited to a specific number of photos, and additional photos beyond the set amount cannot be applied to your order.
HOW CAN I TELL IF MY ORDER HAS BEEN SUCCESSFULLY PLACED?
Once you have placed an order, an order confirmation Email will be sent to you automatically.
HOW CAN I CHECK MY ORDER SHIPMENT STATUS?
Once the package has been shipped, we will send you an email with your tracking number where you can check according to the respective courier service.
CAN I CANCEL AN ORDER OR CHANGE MY ORDER DETAILS SUCH AS MY DELIVERY ADDRESS AND IMAGES AFTER MY ORDER HAS BEEN PLACED?
Your order is immediately processed in our production department where we won’t be able to cancel the order. However, we can still help you edit the message card, the delivery address and(or) the images within two hours after placing an order. We will do our best to resolve your inquiry, but we cannot guarantee that we can meet all of your requests. If changes are approved it may then affect the production time or we may have to charge for replacement cost.
WHY CAN’T I UPLOAD MY PHOTO?
We kindly suggest you to check your internet connection first. Generally, directly connected ethernet cable is faster and more stable compared to WiFi. If you persist on using WiFi connection, then we suggest that you restart your router and try again later.
WHAT IS YOUR RECOMMENDED USE OF BROWSER FOR PLACING AN ORDER?
We suggest you to use Google Chrome and Firefox Browser for a better experience.
We currently accept the following payment methods: Visa, MasterCard, PayPal,WeChat Pay, Alipay and Union Pay E-Banking.
WHAT CAN I DO IF MY PAYMENT FAILS?
Please contact our customer service: email@example.com for further assistance. Please pay attention that Memorieslab will only contact you by using official mailbox suffix:@memorieslab.com.
ARE THERE ANY REQUIREMENTS FOR THE PHOTOS I CHOOSE TO PRINT? WHAT TYPES/WHICH FORMAT OF IMAGES SHOULD I USE?
We require uploaded photos to be saved in JPG or PNG format, and TIFF format for large size prints. We strongly recommend that customers upload native files for optimal quality.
Please note that larger print products have larger image size requirements to ensure a high quality output. As a result, some mobile photos may not upload for certain Collection items. Our web, iOS and Android app interfaces will warn customers if a photo’s size will severely affect the final print quality.
Finally, large prints will inevitably reveal more detail than an image on screen. These usually turn out well, but sometimes, unwanted flaws such as excessive noise and blur may appear. As a precaution, we ask customers to pay extra attention to the detail of their photos when ordering large prints.
WHERE CAN I FIND THE IMAGE RATIO AND SIZE OVERVIEW?
You can find the details under each product by clicking “Specifications" and (or) "View details".
WHAT IS THE MAX. AND MIN. IMAGE SIZE I CAN UPLOAD FOR PRINTING?
It depends on the selected products. Please check the specifications before uploading your images.
IF I PURCHASE A FRAMED PRINT, WILL PARTS OF MY IMAGE BE COVERED BY THE FRAME?
Technically, there is 2mm covered on each sides for frames that come with a matte board, however this will not affect your print.
WHY CAN'T I CHANGE THE CROP RATIO ON MY IMAGE?
As stated in each product description, certain Memorieslab products such as the Integral Edition prints and Album series have a fixed print dimensions. While customers not be able to change the crop ratio, they may selectively choose the area of the image they wish to crop on both our app and web interface.
WILL YOU RETOUCH OUR PHOTOS?
We are confident in your ability to choose and edit your own photos, thus we are not going to retouch your photos. But we will do some general optimize on your photos to ensure better print outcomes for large prints.
WHAT IS THE BEST WAY TO PRESERVE MY MEMORIESLAB PRINT?
It is our mission to make prints that can last. Although your prints are created with highly archival photographic media, we suggest that all Memorieslab prints should be kept indoors and away from direct sunlight to ensure a longer print permanence.
WHAT KIND OF BOXES DO THE ALBUMS/PRINTS COME IN?
All Memorieslab boxes are made from acid free material to ensure maximum archival-ability.
IS THERE A DISCOUNT FOR DUPLICATE ALBUMS?
Sorry, we don't offer discounts for duplicate albums since it requires the same process and materials in production.
IF THERE AREN'T ANY PRINTS I WOULD LIKE TO PURCHASE, CAN I CONTACT YOU FOR CUSTOMIZED PRINTS?
We do offer custom services to our clients, you may send your enquiry to us at firstname.lastname@example.org for further assistance.
WHAT IS THE MAXIMUM SIZE I CAN HAVE MY IMAGES PRINTED?
The maximum print size for online product is XL, and for custom order is 50 x 118” .
CAN I PUT MY NAME ON THE BOX?
Sorry, we don't have this service at this moment.
WHY ARE SOME PART OF MY PHOTOS MISSING?
We have specific ratio requirements for many of our print products. Please pay attention to the specification details and read our caution tips carefully during the upload.
DO I HAVE TO REGISTER?
You do not need to register, but will need to if you are purchasing a product. The registration process is very simple and straight forward and helps keep your shopping cart in sync across all devices.
HOW CAN I VIEW MY ORDER HISTORY?
You can view your order history by clicking "My Account" and by clicking "Order List"
WHY CAN’T I REGISTER FOR THE DARKROOM SERVICE?
Our Darkroom Services are reserved exclusively for Approved Artists and Photographers. If you are interested in our Darkroom Service, please submit your enquiry by clicking the "Enquire" button on the Darkroom page.
HOW DO I EDIT MY ADDRESS BOOK FOR FUTURE ORDER PURCHASES?
You address book will be able to hold up to 6 addresses max. And you can also edit your address book anytime while logged in.
CAN I START MY ORDER ON APP BUT THEN FINISH IT ON WEB?
Yes, you can, as long as your photos are uploaded and placed successfully into your shopping cart.
CAN I UPLOAD PICTURES DIRECTLY TAKEN BY SMARTPHONES & TABLETS VIA APP?
For smaller size print products, we allow photos taken with smartphones & tablets to be uploaded and will warn you if there may be a potential image resolution problem during your photo selection process.
HOW CAN I RESOLVE THE “LOW RESOLUTION WARNING” ISSUE DURING UPLOADING?
You can ignore the warning or select another image with a higher resolution.
WILL THE PICTURES TAKEN BY MY IPHONE PRINT OUT A GOOD QUALITY WITH YOUR INTEGRAL PRINTS?
Yes, as long as the images are clear and you are uploading the native image file.
WHY CAN’T I UPLOAD IMAGES DIRECTLY FROM MY SMARTPHONE FOR LARGE AND EXTRA LARGE SIZE PRINTS?
To ensure the best quality, our large and extra large prints require high resolution files which need to be uploaded from a desktop device. Many smart phones do not have the processing capacity to upload such large files.
WHAT STEPS DOES MEMORIESLAB TAKE TO PROTECT MY PRIVACY?
SHIPMENT & DELIVERY
WHAT TYPE OF SHIPMENT DOES MEMORIESLAB PROVIDE?
Memorieslab ships every product with the utmost quality, care and speed using DHL & Fedex express mailing services. We provide this service free of charge for specified products. The delivery time for all of our products are usually between 3-5 days.
WHEN CAN I RECEIVE MY ORDER? HOW LONG DOES DELIVERY TAKE?
Each Memorieslab product is custom made, which means timing can vary from product to product.
For your convenience, we do provide an estimated delivery time for every order that is based on the time it takes to process and ship your product to its designated address. An automated email with your order’s shipment tracking number will be sent to you upon shipment. For international shipments, please note that sometimes order processing may take longer than expected depending on the local customs clearing time.
CAN I SELECT A SPECIFIC DATE FOR MY ORDER TO ARRIVE?
The delivery time for your order is an estimated value based on its designated final address. You may contact customer service during regular hours or email special requests to email@example.com and we will do our best to meet your needs. We suggest customers to place their order in advance.
WHY IS MY ORDER DELAYED?
Although Memorieslab tries its best to ensure your order gets to you in time, there are factors beyond our control. Holidays, high season and local custom clearance times may cause a slight delay in your order. Please contact our customer service at firstname.lastname@example.org for further assistance.
HOW MUCH DOES DELIVERY COST?
We offer free worldwide shipment for certain products. For delivery cost estimates, please refer to our Shipment Terms.
WHAT SHOULD I DO IF MY ORDER IS DAMAGED WHEN I RECEIVE IT?
Although Memorieslab does its best to protect all products during delivery, sometimes products may get damaged during shipment. Always be sure to review the outside packaging for noticeable damages before signing each parcel. If you received a damaged product, please contact our customer service as soon as possible and keep the original packaging in case a return is necessary.
DO I NEED TO PAY FOR THE SHIPPING FEE WHEN I USE AN ACCESS CODE OR A GIFT CARD?
Shipping fee is always free when using an access code or a gift card. However, please take note that Memorieslab will not be responsible for paying any customs clearing tax on behalf of its clients.
We ship priority at Memorieslab. Our team works around the clock to get your orders to you as soon as possible with the highest quality and care. Since order processing depends on the current queue, we provide our customers with an estimated time quote for order processing and delivery upon the selection of any Memorieslab product(s).
We ship orders placed to China, Hong Kong, Macau and Taiwan free of charge via FedEx, DHL or S.F. Express. We also provide free international express shipping for specific products. Unfortunately, our free international express shipment scheme does not apply for large size products. For more information, please refer to our product detail page.
For international shipments, please note that order processing may take longer than expected depending on the local customs clearing time. Memorieslab will not be responsible for paying any customs clearing tax on behalf of its clients.
MEMORIESLAB Hong Kong Ltd is strongly committed to protecting your privacy. We use the personal data we collect on the site for various purposes without compromising your privacy. The use of such personal data helps us to add more products and services of interest to you, and also ensures that your shopping experience with us is an enjoyable and personalized one. Please continue reading for more details on our policies and practices in relation to personal data:
We pledge to meet fully, and where possible exceed, in complying with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486 of the Laws of Hong Kong). In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality of your photos and information.
What information do we collect, and how do we use it?
Types of personal data that may be collected or held by us include:
2. Contact details including telephone number, fax number, address, email address, pager number, etc.;
3. Results, records and accumulative progress from visiting interactive content;
4. Inquiries, suggestions or opinions;
5. Interests and preferences;
6. Computer operating system and details of internet service providers;
We collect personal data about you from various types of sources and hold such personal data for the following purposes:
1. Sending information in relation to our products and services, activities, competitions, promotions and events;
2. Marketing and promotional purposes for us, our vendors and business partners and other selected companies;
3. Joint marketing schemes with other parties;
4. Fulfilling your orders for products and services, order processing and payment clearing;
5. Responding to your inquiries;
6. Membership registration and offering benefits and privileges;
7. Collecting statistical information, conducting analysis;
8. Conducting surveys relating to our customers, products or services;
9. Evaluation and further enhancement of our products and services;
10. Fulfilling any purpose directly related to the above purposes;
The provision of such personal data is voluntary.
PROTECTION OF INFORMATION:
Online payment service is provided by Alipay, Paypal and PayDollar. Customers' payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorization using Extended Validation Certificates (EV) SSL transaction encryption.
SHARING OF INFORMATION:
1. Our subsidiaries, associated companies and other related companies;
2. Our vendors and business partners;
4. Parties which participate in joint marketing ventures with us;
5. Any agent, contractor or service provider who provides administrative, order processing, payment clearing, credit reference, debt collecting or other services necessary to the operation of our business;
6. Any person to whom we are, in our belief in good faith, under an obligation to make disclosure as required by any applicable law;
Memorieslab may also provide aggregate statistics about our customers, sales, traffic patterns and related site information to reputable third-party vendors, but these statistics will include no personal data that uniquely identifies an individual. Currently, we do not sell, trade, give away or rent your personal data to others apart from those parties mentioned above. We may decide to do so with trusted third-party partners in the future, but you can instruct us not to. We will not sell or disclose any personal data that identifies you to any third party apart from those mentioned above without your approval. For marketing purposes, Memorieslab sends e-invitations to certain individuals containing free trial for specific Collection products. Memorieslab’s marketing team is eligible to view all photos and use the same photos uploaded by the individual that are also shared on his/her social media platforms. Memorieslab’s marketing team will not use or disclose any private or personal photos that are not shared on the individual’s social media platforms, or any photo that can clearly identify a person without the consent of the author. If for any reason a user wishes to have their photos removed, Memorieslab pledges to obey and remove all relevant content(s) accordingly.
If you have questions about this statement, please contact one of our Customer Care Representatives who may be contacted via email at: email@example.com.
TERMS & CONDITIONS
USE OF SITE AND APPLICATION
This site and applications (apps) may only be used as a shopping resource or to conduct online communications. You may not distribute or commercially exploit the site or any part of its content (whether by reproduction, retransmission, dissemination, sale, broadcast, circulation, republication, amendment, re-delivery using "framing" or similar technology or otherwise). Any use of the online communication features of this site may only be used for lawful purposes and you may not post or transmit any material which is objectionable (whether harmful, threatening or otherwise); Memorieslab Ltd reserves the right (but without the obligation or liability) to prohibit or remove any such material.
RESALE PURPOSE IS NOT PERMITTED
All products sold are for customer use only and shall not be commercially resold. Memorieslab may refuse any purchasing order that we suspect is for commercial resale.
All Memorieslab products can be purchased through our website: http://www.memorieslab.com and our IOS and Android apps. Besides our Gift Cards and ready-made products, Memorieslab does not allow third party vendors to sell our online printing services directly. Memorieslab will not be held responsible for any purchases from third party sites or vendors. If customers receive any information regarding third party vendors, please contact us. Your help will be much appreciated.
Customers should always purchase with his/her own credit card or payment account. Making a payment with someone else's credit card or payment information is illegal. If this event arises, the customer will be held fully responsible for the consequences.
Although Memorieslab offers a variety of currency rates for product purchases, all final purchases will be made in RMB.
All photos uploaded by the customer are assumed to be cleared of all copyright and license restrictions. We will not be held liable for any copyright or privacy infringements caused by the customer's negligence.
All Memorieslab photos are printed on authentic, ISO-approved photographic papers using non-third party specialized equipment and ink. Memorieslab will not be responsible for any resolution or print quality issue caused by the nature or file size of the photos submitted, however, we are obligated to warn you if a photo may have poor print quality in our online purchasing platforms (website and app). While we do support accessing third party accounts such as Facebook and Instagram to retrieve photos, it is best to upload the original files to obtain maximum quality output. Although we try our best to reproduce your images as accurately as possible, we do not guarantee that the colors of our prints or product will be fully identical to the ones indicated on your screen.
To optimize print lifespan, we recommend that all Memorieslab photos should be kept indoors and should not be exposed to direct sunlight, extreme temperatures and humid environments. Memorieslab will not be liable for any damages, misuse, misplacement of Memorieslab products inflicted by the user or caused by the environment the product is placed within. This includes, but is not limited to, physically tearing the photos/products, soaking the photos, exposing the photos to direct sunlight, leaving the photos/products in humid and extreme environments over a prolonged period of time, or any unconventional, disruptive and insensible practices.
INDEMNITY AND LIMITATION OF LIABILITY
You agree to indemnify, defend and hold harmless Memorieslab from and against all losses, expenses, damages and costs (including reasonable legal fees) arising from any breach of these Terms and Conditions or any other activity by you in connection with your use of Memorieslab services. You further agree that Memorieslab shall not be held liable howsoever for your use of the site and you agree to waive all claims that you may have against Memorieslab for any loss or damages you may sustain in connection with your use of the site. In the event that this disclaimer is unenforceable, the total liability of Memorieslab, if any, for losses or damages shall not exceed the fees you paid for the particular service or product upon which liability is based.
AMENDING ORDER DETAILS
It is the customer's responsibility to ensure all information provided during the checkout process is correct. If an oversight related to shipping or payment information does occur, customers should contact customer service to communicate any changes within 2 hours (UTC+8:00,workdays) of placing their order. Memorieslab will try best to meet customers’ need, but we won’t guarantee that the requested changes must be processed accordingly. Customers would be charged if they persist to replace images after an order has been produced. We will not be held responsible for delays or damage if order has already shipped without be informed the right shipping address and contact ways.
Due to privacy concerns, our staff is required to ask for the following details before any possible amendments can be made:
1. Customer's email address and phone number
2. Order ID
3. Customer's name and phone number
4. Customer's chosen address
In the case that the customer cannot accurately provide all the requested order information, we reserve the right to ignore all requests and amendments due to safety and privacy concerns. Since it is our practice to email an electronic invoice with all the order details to your specified email address upon all purchases, you are expected to accurately present all the information we request. Aside from the contents presented in our electronic invoice such as name, phone number, address, payment option and buyer's email, etc., under no circumstances will our staff request you to provide any additional information that hasn't already been provided. Our staff will never request you to provide us with your full payment credentials and passwords to relevant payment accounts. This includes, but is not limited to, your bank account number and/or password, detailed credit card information (card holder name, expiry date, CVV) and any other information that hasn't already been provided.
In the case that the email address provided is incorrect, you must contact us using the phone number provided upon checkout. If, by any chance, both the email address and phone number provided are incorrect, we are not obligated to honor any amendment requests.
ACCOUNTS, PASSWORDS AND SECURITY
Product order services offered on or through the Site may require you to open an account (including setting up an Memorieslab ID and password). You are entirely responsible for maintaining the confidentiality of the information you hold for your account, including your password, and for any and all activity that occurs under your account as a result of your failing to keep this information secure and confidential. You agree to notify Memorieslab immediately of any unauthorized use of your account or password, or any other breach of security. You may be held liable for losses incurred by Memorieslab or any other user of or visitor to the Site due to someone else using your Memorieslab ID, password or account as a result of your failing to keep your account information secure and confidential.
You may not use anyone else’s Memorieslab ID, password or account at any time without the express permission and consent of the holder of that Memorieslab ID, password or account. Memorieslab cannot and will not be liable for any loss or damage arising from your failure to comply with these obligations.
Memorieslab uses all reasonable efforts to print and ship your order as quickly as possible. While order processing can depend on our current queue, special events and public holidays, all packages will be shipped using express (depending on the destination) as soon as production has been completed. For more detailed information regarding shipment and delivery times, please refer to our Shipment section.
It is our practice to email customers their corresponding shipment tracking number once the parcel has left production. From this point on, Memorieslab will not be held responsible for any additional delays caused by the courier's inability to deliver the parcel on time.
Please note production and arrival times are estimates only. There is an additional five-day extension to our estimated delivery time in cases where our equipment needs to undergo maintenance and/or repairs during high seasons.
If customers wish to receive an order before a specific date, we ask that they place the order in advance, and confirm it with a Memorieslab sales representative.
In the case that an order is lost due to one of our shipping partners, please refer to the courier's corresponding terms and conditions.
Memorieslab will not be responsible for delivery delays due to the following issues:
1. Delays caused by the shipment courier's failure to meet quoted delivery date
2. Natural disasters, blackouts and other external factors
3. Delays caused by customs inspections (international shipment)
Occasionally orders are returned due to incorrect home, PO Box or hotel address, failed delivery attempts, refusal to pay tax/provide ID, if the customer is unable to make import declarations, or the parcel is refused by recipient. In this case, customers will be fully responsible to pay all additional reshipment costs for their order.
Memorieslab is extremely cautious when it comes to shipping out your orders to your specified address. We use many precautionary steps to prevent this from happening but if under any circumstance, an incorrect order is shipped to your address you agree to cooperate and keep the contents of the package confidential. You will immediately notify us about the issue. Although this problem might not be caused by us, we will bear full responsibility for reshipment fees. Compensation for the delays and damages will be repaid through upgrades or the provision of access codes only.
RIGHTS CONCERNING THE WORK
The artist, because of having taken the initiative of his creation, remains the bearer of the rights of author of his or her work. The rights of representation and of reproduction of the works presented on the site http://www.memorieslab.com belong to their authors and to Memorieslab. Their conjoint authorization is necessary for all exploitation of these rights. Your rights to the purchased work are therefore limited to a right to private use, excluding any right of representation and of reproduction.
All the elements present on the site and the site in itself are protected by the right of the author, right of trademarks, of designs, and models and/or all other intellectual property rights. By item, which we understand to be non-exhaustive: the photographs, images, designs, illustrations, texts, videos, logos, screen savers, backgrounds, trademarks, models, software programs…These articles belong to the company Memorieslab or are utilized with the permission of their owners.
Therefore, all reproduction, representation, utilization, adaptation, modification, incorporation, translation, commercialization, partial or integral by whatever procedure or on whatever medium that may be (paper, digital…) are forbidden, without the advanced written authorization of Memorieslab, should be punished and fined according to the related laws and regulations.
TITLE OF PRODUCTS, DOCUMENTS AND FEES TO IMPORT
All titles of products will be passed to the customer once Memorieslab dispatches the order.
For many international shipments, you may be required to pay customs and duties, obtain certain licenses or apply for registration of your purchased products in your own country to receive delivery of your package. The customs charge and/or import regulations are determined completely by the government of your country, and as such we have no control over those costs or regulations. As such, we will not pay, nor be held responsible, for such costs or arrange for the application of import licenses. By continuing with you order, you agree to be responsible for any customs or duties incurred as a result of your country's customs and duties regulations as well as obtaining any import registrations or license required for the products you are purchasing. If the package is rejected by the customs of your home country and returned to Memorieslab, you will be responsible for the return shipping charges and additional charges Memorieslab will have incurred for your package.
EXCHANGE AND RETURN POLICY
It is our responsibility to provide our customers with the best products and services. All Memorieslab products are non-refundable, but they can be replaceable under reasonable circumstances. Memorieslab is not obligated to replace an entire package; rather, we will only replace the damaged item. Please note that we will first need to verify the condition of the flawed product before issuing a replacement. Customers will be required to provide photographic evidence and must email the photo to firstname.lastname@example.org. In some cases we will require the damaged product to be mailed to our office for inspection before replacement. Exchange is only valid within 30 days upon receiving the product from our partnered shipping companies. Memorieslab will make all final decisions. We will not be responsible for any damages caused by the customer (See Disclaimer).
Memorieslab will provide a full refund to all customers whose packages have not been shipped out five days after the latest estimated time of arrival (ETA) stated in the electronic invoice. However, we are entitled to warn customers of potential delays via email from email@example.com if the delay is caused on our production end prior to the ETA date stated. In other words, if the package hasn't been processed and shipped by the ETA date, and we haven't notified customers about such delays, we will be held fully responsible for the delays, and the package will be refundable. In most, if not all, cases a prior notice will be sent to the designated email address to warn about potential delays before the ETA. In this case, Memorieslab reserves an additional five days to complete and ship the package before customers are eligible for a refund.