Memory Makers and Mothercare

UPDATE 11.12.19

Thank you to all our customers, past and present, for their kind messages of support following the announcements of Mothercare’s UK store closures.

Mothercare orders after 05 November 2019:

It was with great sadness that as of 27 November 2019 we decided not to carry out any further visits to Mothercare stores which are all due to close in the new year. All visits from Wednesday 27th November onwards have now been cancelled.

Whilst Memory Makers are not able to know the timescales in which Mothercare stores will close we will continue to deliver through the stores until we are given notice by the administrators to a stores closure. At this point we would make arrangements with you our customers to arrange a mutually acceptable delivery arrangement.

We are however, continuing with our Home visit service. Our national network of professionally trained Print Takers can take your little one’s prints and casts in the comfort of your own home.

During this time, we have halved the home visit fee including delivery to just £20*. To find your local Memory Makers Print Taker to book a home visit please use the map here.

Mothercare orders taken between the dates of 21 October 2019 and 05 November only:

For orders taken in Mothercare stores before its going into Administration (05 November 2019) we thank you for your patience as Memory Maker customers. As our customers you are important to us and we will do everything we can to deliver these special memories and products you have ordered from us.

This process has been made more difficult as we did not receive funds from the Mothercare business (pre Administration) for orders in the weeks commencing 21 October 2019 and 28 October 2018. Without these funds we have been unable to continue working on these orders. Please note we have retained the prints and moulds on all these orders. They are safe and will be retained.

These funds taken in the weeks commencing 21 October 2019 and 28 October 2019 relate to a period before the Administration, however, the Administrators of Mothercare are providing support to Memory Makers to help us fund the cash flow needed to complete these orders.

Process to complete orders:

Please read the process below depending on how you paid for your order.

Credit card customers:

  1. Credit card customers. Please make a claim against your credit card company for a full refund.
  2. Please email the address in the “contact details” section below with your name, order number and a copy of your original receipt and evidence of the type of payment made.
  3. Memory Makers will then make arrangements with you for a direct payment.
  4. Once Memory Makers have received full payment we can agree a timeline with you for the completion and delivery of this product. Please note the original delivery timing cannot be maintained in all instances and we will provide you with a new completion date as applicable.

Debit card customers:

  1. Similar to Credit card customers you may be able to get a refund. Please make a claim against your debit card company.
  2. Please email the address in the “contact details” section below with your name, order number and a copy of your original receipt and evidence of the type of payment made.
  3. Memory Makers will then make arrangements with you for a direct payment.
  4. Once Memory Makers have received full payment we can agree a timeline with you for the completion and delivery of this product. Please note the original delivery timing cannot be maintained in all instances and we will provide you with a new completion date as applicable.

Other customers:

  1. For customers who paid through any other means than credit card (ie. cash / voucher / gift card / other), please email the address in the “contact details” section below with your name, order number and a copy of your original receipt and evidence of the type of payment made.
  2. On receiving these details I will agree a date with you for delivery.
  3. While outside of standard practice, Mothercare UK (in administration) has agreed to provide the funding to complete these products, although I will be completing these products at cost price to ensure you get your special memories.

Process to claim a refund:

Please read the process below to claim for a refund.

Refund instead of receiving the product:

The timescale for any unsecured creditor dividend is not known at this point.

  1. For credit card customers, the process above under the “credit card customers” will be the best way for you to obtain a full refund.
  2. For debit card customers, the process above under the “debit card customers” will be the best way for you to obtain a full refund.
  3. For other customers, you can make a claim against the Administration by completing the Mothercare proof of debt form.

Refund where customers have paid Memory Makers directly

  1. For credit card customers, the process above under the “credit card customers” will be the best way for you to obtain a full refund.
  2. For debit card customers, the process above under the “debit card customers” will be the best way for you to obtain a full refund.
  3. For other customers, you can make a claim against Memory Makers for this refund (with proof of method of payment).

Contact information:

If you still have questions please email us on orders@memorymakers.co.uk but we kindly ask for your patience as we are a small team.

Thank you again for your understanding in these challenging and changing times.

Richard and the team at Memory Makers