As our letters are completely personalised and bespoke, we can only offer a refund or a new letter under the following circumstances:
- The letter has been seriously damaged in any way during its delivery by the Royal Mail. If this is the case then email us here as soon as possible, along with a photo of the damage so we can organise a replacement to be sent immediately. We require a photograph so we can inform the Royal Mail of the incident.
- In the unlikely event that the letter has been incorrectly personalised. This only applies if the details in the letter are different from the information you provided to us during the personalisation process.
In the unlikely event that you have experienced either of the events above please contact us ASAP so we can arrange a new letter to be sent out to you, or issue a refund if you so wish. Please quote your order number when you contact us.