Refund policy
Return & Refund Policy
Last updated: 18 June 2026
At Letter Folk, we want every family to enjoy the adventure.
As our products include personalised and subscription-based experiences, our return and refund policy is slightly different from a traditional retail store.
Full Adventure Purchases
If you purchase the Full Adventure and have not yet received the first mail-out, you may request a full refund by contacting us.
Once the first letter has been dispatched, refunds are generally not available.
If your order arrives damaged, incomplete or incorrect, please contact us and we will work with you to make it right.
Monthly Adventure Subscriptions
Monthly Adventure subscriptions are billed monthly and can be cancelled at any time through your customer account and subscription portal.
Cancelling your subscription will stop future payments. Any payments already processed are generally non-refundable.
You will continue to receive any letters that have already been prepared or dispatched prior to cancellation.
Incorrect Addresses
Please ensure all shipping information is accurate when placing your order.
If an incorrect address is provided and an item is returned to us, additional postage charges may apply before it can be resent.
Customers can update their shipping address at any time through their customer account.
Lost or Missing Mail
If you believe a letter has been lost in transit, please contact us within 14 days of the expected delivery date.
We will investigate and, where appropriate, arrange a replacement.
Damaged Items
If a letter or package arrives damaged, please contact us within 14 days of delivery and include photographs where possible.
We will assess the issue and provide an appropriate resolution.
Change of Mind
As Letter Folk is a personalised, ongoing storytelling experience, change of mind refunds are generally not available once a product has been dispatched.
Contact Us
If you have any questions, please contact us at: