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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.

Most questions have a step-by-step answer on our help pages: photos, paying, fixing a picture, changing the words, ordering and delivery. If yours is not there, write to us.

How to reach us

If "Edit this page!" on your book page and our help pages don't solve it, write to us by email. One person reads every message: you won't be talking to a chatbot.

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 you send your answers. 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. Want to change a picture (faces, outfits, scenes) or the words? Tap or click "Edit this page!" on that page. Up to 50 free regenerations.
  3. Print & ship: 5–10 working days (EU + UK; US around 7–10 working days) after you place the print order on your review page.
  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 email we sent you when your book was ready.

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 you sent your answers, email us: we'll check on your book and send you the link. Your answers are saved, so there's no need to fill in the form again.

I want to change something on a page.

Open your review link, go to the page and tap or click "Edit this page!". It's free, up to 50 times for the whole book. If it doesn't come out right, our help pages show other ways to fix it, starting with Changing something on a page. If you have tried those and it is still wrong, email us the page number and what you tried.

I need to update my delivery address.

You type the delivery address yourself when you place the print order on your review page, so check it there before you order. Your order goes straight to the printer, so the address usually can't be changed afterwards. If it's wrong, email us straight away and we'll try.

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 help pages and our FAQ page cover the rest. If your question isn't there, just email us.

Other ways to get help