Delivery and refunds
- We post to addresses in the United Kingdom only, by Royal Mail, from Glasgow.
- Postage is included in every price.
- Orders close on 18 December. We post within 2 to 3 days of receiving your order and your child’s letter.
- If something goes wrong, we reprint and resend it, or refund you.
Where we post
We can only post to addresses in the United Kingdom. We cannot post abroad. Your parcel is addressed to you, the parent, not to your child.
How long it takes
| Step | Usual time |
|---|---|
| We write, print and post your reply | Within 2 to 3 days of receiving your order and your child’s letter |
| Royal Mail 1st Class delivery (included in the Christmas Eve Pack, +£1.95 on Signature) | Royal Mail aims for 1 to 2 working days after posting |
| Royal Mail 2nd Class delivery (included in the Signature Pack) | Royal Mail aims for 2 to 3 working days after posting |
Royal Mail’s times are targets, not guarantees, and they are outside our control. Orders close on 18 December. If you order close to the deadline, we recommend 1st Class. Postal services are busiest in December, so please allow extra time.
1st and 2nd Class parcels are not tracked. If you want to know when your parcel was posted, email us and we will tell you.
Packaging
Your letter is posted flat in a plain, rigid board-backed mailer marked “Do not bend”, with nothing on the outside to show what is inside, so the surprise stays safe.
If your parcel is late, missing or damaged
- Every order includes a Digital Backup: a PDF copy of your letter (and a link to your audio message, if you have one), emailed to you on 23 December, so your child still has something to open.
- If your parcel arrives damaged, is wrong, or does not arrive, tell us within 14 days of the expected delivery date. We will reprint and resend it, or refund you.
Refunds and cancelling
- Each letter is written from your own child’s letter, so it is personalised and the usual 14-day right to cancel does not apply.
- If you email us before we have started writing your reply, we will refund you in full.
- If we cannot read your photo and we cannot fix it together, we will refund you.
- We pay refunds back to the card you used, through Stripe, within 5 working days. Your bank may take a little longer to show it.
- You do not need to send anything back. A personalised letter cannot be reused.
- The audio message plays until 30 January 2027. If it does not work, email us and we will fix it or refund you.
- None of this takes away any rights you have under the law.
Contact us
Email [email protected] or call +44 7342 960056. Post: Anna-Mariia Hryhoriak, 163 Balgrayhill Road, Flat 4B, Glasgow G21 3AP. See also our terms of order.