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Support & Help

Got a question, need to change something on your order, or chasing a delivery? You're in the right place.

How to reach us

The fastest way to get help is by email. One person reads every message — you won't be talking to a chatbot.

If you ordered via WhatsApp, you can also reply to the conversation there and we'll see it.

Where your order is right now

From order to doorstep, your book moves through four stages. Knowing which one you're in usually answers "where's my book?":

  1. AI generation — about 30 minutes to 2 hours after your order. You'll get an email with a private review link as soon as the preview is ready.
  2. Review & regenerate — typically a day or two of back-and-forth. Click any page on your review link to request changes (faces, outfits, scenes). Up to 50 free regenerations.
  3. Print & ship — 7–14 business days after you click "Approve and print." We use CloudPrinter's European production network, so most orders ship from within the EU.
  4. Arrival — your hardcover lands at the delivery address you gave us. Tracking is sent by email when the parcel leaves the printer.

Your private review link is the easiest way to see live status — it's in the confirmation email we sent you.

Common questions

I haven't received my preview link.

Check your spam folder for an email from hello@memolio.io. If it's not there 3 hours after ordering, email us — we'll resend it manually.

I want to change something on a page.

Use the regenerate button on your review link — it's free, up to 50 times. If you're stuck, reply to the email with the page number and what you'd like changed and we'll do it for you.

I need to update my delivery address.

Email us as soon as you know — ideally before you click "Approve and print." Once the printer has the file, the address is locked.

My book arrived damaged or misprinted.

We're sorry. Email us a photo of the damage at hello@memolio.io within 14 days of delivery and we'll reprint and reship at our cost.

Can I get a refund?

Because each book is personalised and one-of-a-kind, the statutory 14-day right of withdrawal does not apply (FAGG § 18 Abs. 1 Z 3, EU CRD Art. 16(c)). Your statutory warranty rights for defects are unaffected — see our Terms & Conditions.

More questions?

Our FAQ page covers the rest. If your question isn't there, just email us.

Other ways to get help