FAQ & Contact

A confirmation email is sent to you automatically after payment. If you don't see it, check your spam folder and search your inbox for "Soraya Memories".

Still nothing after 10 minutes? Contact our customer service via the contact form (below) or by email at contact@sorayamemories.com. If you don't hear back from us within 24 hours, check your spam folder again.

No problem, we can correct the address linked to your order and resend your confirmation and shipping emails. Contact us via the form or at contact@sorayamemories.com.

If your package has already shipped, the carrier won't be notified of the change and won't send you tracking updates — but you can still track it from our website.

Yes, within 48 hours of placing your order. After that, the order goes into preparation and the details can no longer be changed.

Contact us quickly (with your new address 😉) via the form or at contact@sorayamemories.com.

Changes can still be made on the day of your order, before 11 pm CET. After that, the order goes into preparation and can no longer be changed.

Contact us quickly via the form or at contact@sorayamemories.com.

Yes, if the order was placed before 11 p.m. CET on the same day. After that, it goes into preparation and can no longer be canceled.

Contact us urgently via the form or at contact@sorayamemories.com.

Go to the "Track your order" section at the bottom of our website, or click here.

You'll need:

— The email address used for the order
— The order number (starts with #, e.g. #65842 — not to be confused with the tracking number; with or without the #, it works)

We deliver almost everywhere, except: French overseas territories (DOM-TOM), Argentina, Ukraine, Cuba, Iran, Libya, Sudan, Syria, Turkmenistan.

Other areas may also be temporarily excluded. If so, the order cannot be completed at checkout.

Preparation and dispatch: 1 to 3 business days. Delivery: 6 to 12 days on average depending on your country.

Every order can be followed with a tracking number.

It arrives within 1 to 3 business days. Nothing after that? Check your spam folder or search your inbox for "Soraya Memories".

Otherwise, contact us via the form or at contact@sorayamemories.com.

Usually within 1 to 3 business days (unless stated otherwise on the product page). This may take slightly longer during busy periods (Valentine's Day, Mother's Day, Christmas).

Tracking information only appears 3 to 6 business days after the shipping confirmation email, once the carrier has updated its system. Please be patient a little longer — everything should show up.

Sometimes the package has been handed to a receptionist or concierge, or left with a neighbor by mistake. A quick check around is often enough to find it.

Still can't find it? File a claim with the carrier — our customer service team will ask you for a copy to arrange a reshipment.

A stabilized natural rose, preserved through a special process that keeps its color and softness for years, with no water or sunlight needed. A symbol of lasting love, perfect as a gift or decor.

Several years, while keeping all its radiance. Each rose is also delicately scented for an even more sensory experience.

A few tips to keep it beautiful:
— Avoid direct sunlight; choose a cool, shady spot
— Avoid humidity, never water it
— Handle it gently
— Keep it in its display case (with lid) to protect it from dust

No maintenance needed: simply keep it in its case, away from sunlight, heat and humidity. It will stay as beautiful as on the first day, for a long time.

Some shades are natural, others are enhanced during preservation to expand our color palette — each one as beautiful as the next.

Yes: our preservation process is eco-friendly, and its longevity reduces waste compared to cut flowers.

Personalized product: no returns or refunds possible, as the piece is made to order.

Non-personalized product: returns accepted within 30 days of receipt for a full refund. Return shipping costs are your responsibility, and the item must come back in the condition you received it (unused, unaltered, undamaged).

To start a return, contact us via the form or at contact@sorayamemories.com.

We replace any product that is defective or damaged in transit. Take a photo and email us within 3 days of receipt at contact@sorayamemories.com.

We're so sorry — it rarely happens, but we're only human! We'll replace your jewelry free of charge after reconfirming the engraving with you.

Send us a photo within 3 days of receipt at contact@sorayamemories.com.