FAQs

What is Momento?
Momento is a furniture store that provides household furniture designed for daily living, shipping to customers across Australia. The business operates online to make furniture shopping easier, focusing on functionality, clarity, and reliability in every transaction.

Where is Momento located?
Momento operates from 88 Phillip St, Parramatta NSW 2150, Australia, with a European contact office at Via Giovanni Giolitti, 00185 Roma RM, Italy.

What are your business hours?
Momento operates from Monday to Friday, 9 AM to 5 PM (AEST). Orders can be placed online at any time, but inquiries are handled only during these working hours.

How can customers contact Momento?
Customers can reach the support team by email at support@momentoprezios.com.

Do you ship outside Australia?
No. Momento currently ships only within Australia.

What is the shipping cost?
Momento offers free shipping on all orders within Australia.

When are orders processed?
Orders received before 5 PM (AEST) are processed on the same business day. Orders placed after that time are processed the next working day.

How long does it take for orders to ship?
Orders are processed within 1–3 business days. Once shipped, delivery usually takes an additional 3–4 business days, for a total delivery window of 4–7 days.

How can customers track their orders?
A tracking number is provided via email once the order has been shipped. This tracking number allows customers to monitor their delivery status directly with the carrier.

Which payment methods are accepted?
Momento accepts secure card payments at checkout. The available payment options are displayed on the payment page before you confirm your order. All prices are charged in Australian Dollars (AUD).

Can an order be canceled or changed after placement?
Customers can modify or cancel an order only if it has not yet been shipped. Once dispatched, the order cannot be altered. Customers should contact support as soon as possible for such requests.

What if a product arrives damaged or defective?
If an item arrives damaged or defective, customers can request a return or exchange within 90 days of receiving the product. The team will review the case and provide return instructions.

Are returns accepted for non-defective products?
Yes. Momento accepts returns for both defective and non-defective items within 90 days of delivery. Returned items must be in their original condition.

Is there a restocking fee?
No. Momento does not charge any restocking fee for returned or exchanged items.

Who covers the cost of return shipping?
If the return is due to our error — such as a defective, damaged, or incorrect item — Momento covers the cost of return shipping. For change-of-mind returns, return shipping may be the customer’s responsibility; the support team will confirm the details when a return is started.

How long does a refund take to process?
Refunds are completed within 14 business days after the returned product is received and inspected.

Can customers request an exchange instead of a refund?
Yes. Momento allows exchanges for items of equal value within the 90-day return period, subject to availability.

What should be done if the wrong item is received?
If the product received differs from the one ordered, customers should contact Momento immediately by email. The team will verify the order and provide a solution.

Are Momento’s products under warranty?
Momento does not provide extended warranties. However, customers are protected by the store’s Return & Refund Policy and their rights under Australian Consumer Law, which cover defective products within 90 days.

How is customer data protected?
Momento safeguards personal information through secure systems and adheres to its Privacy Policy. Customer information is used only for processing orders and communication.

Is payment information stored or shared?
No. Payment transactions are processed through encrypted, third-party systems. Momento never stores or has access to payment card details.

What happens if a package is delayed?
If a package is delayed beyond the estimated timeframe, customers can contact support for assistance. The team will provide updated tracking details and coordinate with the carrier.

Can customers pick up their orders directly?
Currently, in-store pickup is not available. All orders are shipped directly to the provided delivery address.

How can customers share feedback or suggestions?
Feedback and suggestions can be sent to support@momentoprezios.com. All feedback is reviewed to improve service quality and policy transparency.

What details should be provided when contacting support?
To help the team respond efficiently, customers should include their full name, order number, and a brief summary of their inquiry in their message.

What should customers do if they miss their delivery?
If delivery is missed, the carrier may attempt redelivery or hold the package for pickup. Customers can use the tracking number to contact the carrier and reschedule delivery.

How can customers confirm that a return has been received?
Once the return is received, Momento sends an email confirmation and begins the refund or exchange process as per the outlined timeline.

Does Momento offer promotional discounts?
Momento focuses on maintaining transparent and consistent pricing. Any valid promotions will be clearly displayed on the website during checkout if available.

How often are store policies updated?
Policies are reviewed and updated periodically to ensure ongoing compliance with business and consumer regulations. Customers are encouraged to review current policies before making purchases.

Can customers contact Momento outside of business hours?
Inquiries sent outside business hours are received and recorded. The team reviews and responds to them the next business day.

Does Momento offer assembly services?
At present, Momento does not offer assembly or installation services. Products are shipped with relevant instructions where applicable.

What materials are used in the furniture?
Product materials vary by item and are clearly listed in each product description, including dimensions and composition, to help customers make informed choices.

How does Momento ensure accuracy of product information?
Each listing is reviewed for accuracy before publication. Measurements, materials, and features are verified to minimize discrepancies between the product and its description.

Can orders be placed over the phone?
Momento currently accepts orders exclusively through its online store. Email support is for inquiries and assistance only.

What if a payment fails during checkout?
If a payment does not process successfully, customers should verify their payment details and try again. If the issue persists, they may contact their bank or Momento’s support team for guidance.