Returns & Refunds Policy

These are the basic platform rules for returns and refunds. Sellers are encouraged to outline any extension they may have to their specific returns & refunds policy on their individual sellers page. (Sellers returns & refunds policies may be in addition to, not in place of, the basic platform rules for returns and refunds).

RETURNS & REFUNDS OF 'MADE TO ORDER' ITEMS

Goods that fall under the category of ‘made to order’ include but are not limited to:

– Personalised items (this includes any order for which you are required to submit text, images, logos etc to appear on/in the order).

– Bespoke handmade items.

– Items that cannot be resold.

Returns of ‘made to order’ items can only be accepted if any or all of the following apply:

– The item arrives damaged, faulty or not as described.

– The item has been personalised incorrectly through no fault of the customer.

In either case, the seller may ask you to provide photographic evidence of the stated problem OR request that the item is sent back for them to confirm the issue. Once the issue has been confirmed, the seller will offer you either a replacement or refund.

Returns are only accepted for faulty or damaged items. Our policy lasts 30 days from the delivery day. If 30 days have gone by since the delivery day of your items, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it, excluding perishable goods which cannot be returned. It must also be in the original packaging.

Items cannot be returned for change of mind or if you choose to cancel an order after arrival, unless items are damaged. If items are damaged on arrival, we will arrange a returns label for you and process an exchange/ replacement.

Items in Letterbox Gifts are perishable and single use, so do not hold a warranty period.
If you have received the wrong item, contact us and we shall arrange an exchange/ replacement.

To request a return, either email us or fill in our Contact Form, quoting your order number. We may ask for your order confirmation email as proof of purchase and also photos of any damaged items. We will provide you with a prepaid returns label. Once the return item has been returned to us, we will provide a replacement or refund. We may not ask for damaged items to be returned to us. A refund or replacement may be arranged based on photo evidence only.

EXCHANGES

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@letterboxgifts.co.uk

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.