FAQs

Browse our Website, add items to your cart, and proceed to checkout. You will need to provide a valid delivery address and payment details. Once your order is confirmed, you will receive a confirmation e-mail.

We accept credit/debit cards (Visa, Mastercard), bank transfer, PayPal, and Bancontact. All transactions are secured with SSL encryption.

Changes to artwork or order details can be requested within 12 hours of placing your order by contacting us at hello@mapyourmedal.com. After this window, production may have already started and changes may not be possible.

Orders can be cancelled within 12 hours of placement. After this period, cancellation may no longer be possible as production may have begun. If your order is a personalised product, please note that your right of withdrawal is waived once production starts, as communicated at checkout.

Yes. A digital invoice will be included in your order confirmation e-mail. If you require a VAT invoice with specific details (e.g. company name, VAT number), please inform us at the time of ordering.

Prices displayed on our Website include Belgian VAT where applicable. Customers outside the EU may not be charged VAT but may be subject to local import duties and taxes, which are their sole responsibility.

Yes, we ship worldwide. Shipping options and costs are displayed at checkout based on your delivery address.

Orders are processed within 1 business day of payment confirmation. Delivery times vary depending on your location. Estimates are provided at checkout. Delays caused by customs, public holidays, or carrier disruptions are beyond our control.

Yes. Customers are responsible for any customs duties, import taxes, or additional fees required by their country. These charges are not included in our prices and are not collected by us. We recommend checking your local customs regulations before ordering.

Tracking may take 48–72 hours to update after dispatch, particularly for international shipments going through customs. If your tracking has not updated after 72 hours, contact us at hello@mapyourmedal.com with your order number.

Once your order has shipped, you will receive a tracking link by e-mail so you can follow it in real time. If you have not received a tracking link within 2 business days of your order confirmation, please check your spam folder or contact us.

Please first file a claim with the carrier using your tracking number, then contact us at hello@mapyourmedal.com with proof of the carrier's response. To help us investigate efficiently, please notify us as soon as possible. Your consumer rights are not extinguished by any notification timeframe.

Yes. At checkout you can specify a separate delivery address.

After payment is confirmed, a download link will be sent to your registered e-mail address. The link is typically active for 30 days and allows a limited number of downloads. Please save your files promptly.

Please check your spam/junk folder first. If you still cannot access your download, contact us at hello@mapyourmedal.com with your order number and we will issue a new link.

Licence terms vary per product and are specified on each product page. Unless stated otherwise, digital products are licensed for personal use on up to two devices.

Contact us as soon as possible — and where possible within 7 days of delivery — at hello@mapyourmedal.com with your order number and clear photographs of the item. We will arrange a replacement or full refund at no cost to you. This notification window is a guideline to help us act quickly; your statutory consumer rights are not affected by this timeframe.

Email us at hello@mapyourmedal.com with your order number and reason for return. We will provide return instructions. Returns sent without prior approval will not be accepted.

We accept returns within 30 days of delivery. Items must be unused, undamaged, and in their original condition and packaging. Note: EU consumers also have a separate statutory 14-day right of withdrawal under EU consumer law, regardless of our commercial policy.

No. Personalised and made-to-order products (such as custom medals) are exempt from the right of withdrawal under EU consumer law, as production begins immediately upon order. You will be clearly informed of this before payment is completed at checkout.

Digital products are generally non-refundable once downloaded or accessed. Exceptions apply if the file is defective and we cannot provide a working replacement, or if the product materially differs from its description. Contact us at hello@mapyourmedal.com within 7 days of purchase if you have an issue.

Yes — exchange requests must be made within 14 days of delivery. Approved exchanges are issued as store credit. Direct exchanges are not available. This is a commercial arrangement and does not affect your statutory right as an EU consumer to receive a monetary refund within your 14-day withdrawal period.

Return shipping costs are the responsibility of the customer, unless the item is defective or we sent the wrong product. In those cases, we will cover all return shipping costs.

Once we receive and approve your return, refunds are processed within 14 days to your original payment method, as required by EU law. Your bank's processing time may add a few additional days.

We take data security seriously and process your personal data in compliance with the GDPR. We do not sell your data to third parties. Full details are available in our Privacy Policy on our Website.

Yes. We do not store your full card details. All payments are processed through certified, PCI-DSS compliant payment gateways with SSL encryption.

Our customer service team is available to help:

• E-mail: hello@mapyourmedal.com
• Response time: We aim to get back to you within 24 hours on working days