Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with labels, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at hello@thelondonletters.com. Please note that returns will need to be sent to the following address: London Letters Postbox, PO Box 1659, Oxford, OX4 9PY.
Please note any personalised orders cannot be returned unless faulty.
If you have placed an order for our Pen Pal Club with the 'Membership Only' option, and we have processed your order, sent the welcome email and set you up on our system, we will not accept any refunds thereafter if you decide you no longer wish to be a member.
If your return is accepted, we’ll send you instructions on how and where to send your package. Sadly we cannot offer free returns, so we advise that you send your items via tracked delivery to us, and obtain a proof of postage to ensure its safe arrival. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at hello@thelondonletters.com.
DAMAGES & ISSUES
Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on sale items or gift cards, as well as any personalised orders.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
REFUNDS