Refund and Returns Policy

Last updated: 27th October 2025

At The Human Letter Co, we want every customer to be happy with their order.
This policy explains when you may request a refund or replacement and how to contact us if something goes wrong.

1. Overview

Our letters are printed to order and prepared specifically for you.
Under UK consumer law, made-to-order and personalised items are exempt from change-of-mind cancellations once production has started.
However, if there is a problem with your order, we will always do our best to put it right.

2. Eligibility for Refunds or Replacements

You are entitled to a refund or replacement if:

  • Your letter arrives damaged or misprinted

  • The wrong product is received

  • Your order does not arrive after investigation with Royal Mail

  • Your order is not as described

If one of these situations applies, please contact us within 14 days of delivery (or within 21 days if your order has not arrived).
We may ask for a brief description of the issue and a photo of any damage to help us resolve it quickly.

3. Change of Mind

Because our letters are printed to order, we cannot offer refunds or cancellations once production has started unless your item is faulty or not as described.
Please check your details carefully before confirming your order.

4. Subscription Orders

If you have a subscription, you can cancel at any time by logging into your account or contacting us at info@thehumanletter.co.uk.
Cancellations made before the next billing date will prevent further charges.
If a letter from your active subscription arrives damaged or missing, we will arrange a replacement.

5. How to Request a Refund or Replacement

To request a refund or replacement, please email info@thehumanletter.co.uk and include:

  • Your order number

  • The date of purchase

  • A short description of the issue (and a photo, if applicable)

We will confirm receipt of your message and aim to resolve all refund or replacement requests within five working days.

6. Processing of Refunds

If a refund is approved, it will be issued to your original payment method.
Please allow up to 10 working days for the funds to appear, depending on your bank’s processing times.

7. Delivery Issues

If your order has not arrived within the expected delivery time, please check that the postal address provided is correct and contact us.
We will investigate with Royal Mail and, if your letter is confirmed lost, we will send a replacement at no cost to you.

8. Contact Us

If you have any questions about this policy or need help with an order, please contact us:

The Human Letter Co
Unit 42177, PO Box 7169
Poole, BH15 9EL
Email: info@thehumanletter.co.uk