Frequently Asked Questions
Here you’ll find answers to some of the most common questions about The Human Letter Co - from how it all works to our delivery process and customer policies.
About The Human Letter Co
What is The Human Letter Co?
The Human Letter Co creates beautifully written letters that bring connection, comfort and kindness through the post. Each one offers a thoughtful pause and a reminder that words still matter.
What makes The Human Letter Co different?
Our focus is on sincerity and care. Each letter is created with thought and intention to make it feel relatable, comforting and human.
What inspired The Human Letter Co?
The idea began with a simple wish to bring back genuine connection in an increasingly digital world. We wanted to create something real, personal and uplifting that people could hold in their hand
What is your mission?
Our mission is to help people feel seen, valued and connected through small, meaningful acts of kindness sent by post.
Ordering and Subscriptions
How does it work?
You can order a one-off letter or choose a subscription for regular deliveries. Each letter arrives in our signature silver envelope, written on high-quality paper and ready to brighten someone’s day.
Are the letters personalised?
Our letters are not individually personalised, but they are written to feel as though they could have been written for you. Some gift options allow for a short message or name to be added.
Can I cancel my subscription?
Yes, you can cancel anytime. There’s no minimum commitment, and you can manage your subscription directly through your account or by contacting us.
Can I send a letter as a gift?
Yes. Many people send Human Letters to friends, family or colleagues as a thoughtful way to show they care. You can include a short printed message or the recipient’s name with certain gift options.
Can I buy a single letter instead of a subscription?
Yes. You can order a single letter at any time, whether as a treat for yourself or a thoughtful gift for someone else.
What payment methods do you accept?
We accept all major debit and credit cards through our secure payment provider, Stripe. Payments are processed safely and never stored on our site.
Delivery and Packaging
Where do you deliver?
We currently deliver across the UK. We’re planning to introduce international delivery in the future.
How are the letters packaged?
Every letter is sent in our signature silver envelope, carefully sealed for privacy and presentation. Inside, you’ll find a beautifully printed letter designed to be kept and cherished.
How long does delivery take?
For one-off letters, orders are usually posted within three to five working days.
For monthly subscriptions, letters are dispatched together at the start of each month.
Orders placed after the 3rd of the month will receive their first letter in the following month’s delivery.
For monthly subscriptions, letters are dispatched together at the start of each month.
Orders placed after the 3rd of the month will receive their first letter in the following month’s delivery.
What happens if my letter doesn’t arrive?
If your letter is delayed or missing, please contact us within 14 days of the expected delivery date and we’ll arrange a replacement or refund where appropriate.
How the Letters Are Created
Where do you deliver?
Our small creative team carefully writes, edits and refines each letter. We use creative tools for inspiration, but every letter is reviewed and finished by us to ensure it feels genuine, warm and human.
Are the letters handwritten?
The letters are printed for clarity and consistency, but they are designed to look and feel like a personal note you could have received from a friend.
How are the letters created?
Each letter goes through a thoughtful process of drafting, editing and review to make sure it flows naturally and captures the right tone. We focus on creating something that feels sincere, relatable and comforting to read.
How do you choose the themes?
Each month’s theme is chosen to reflect shared human experiences - such as hope, resilience, gratitude or kindness - to encourage small moments of connection and reflection.
Policies and Customer Support
What is your refund policy?
We want every customer to be happy with their order. If your letter arrives damaged, misprinted, or incorrect, please contact us within 14 days of delivery and we’ll arrange a replacement or refund.
If your order has not arrived, we’ll investigate with Royal Mail and, where appropriate, send a replacement.
Because each letter is printed to order we can’t offer refunds for change of mind once production has started, unless your item is faulty or not as described.
If your order has not arrived, we’ll investigate with Royal Mail and, where appropriate, send a replacement.
Because each letter is printed to order we can’t offer refunds for change of mind once production has started, unless your item is faulty or not as described.
What happens if I enter the wrong address?
If you notice an error after ordering, please get in touch right away. We’ll do our best to update it before dispatch, but we can’t guarantee changes once your order has been posted.
Can I get an invoice or receipt?
Yes, an order confirmation and payment receipt will be emailed to you automatically after purchase.
Can I change my delivery address?
Yes, you can update your delivery address by logging into your account or contacting us before your next letter is dispatched.
How do you protect my data and privacy?
We take privacy seriously. Your information is used only to process and deliver your order. We never sell or share personal data, and all payments are handled securely by Stripe.
How can I contact The Human Letter Co?
You can reach us anytime at info@thehumanletter.co.uk
or through our contact form on the website. We aim to reply within one working day.
