The small print, written plainly
Refund Policy
Every letter is written for one person, so personalised items are made to order. We still want you to be delighted.
Before writing begins
If you cancel before Coco begins writing, we refund your order in full.
After writing begins
Because the work is personalised, orders are not refundable once writing has begun. If something is wrong with what we sent — a misspelling we made, a damaged envelope, a file that will not open — we will rewrite or replace it at no cost.
Lost post
If a printed letter has not arrived within fourteen days of dispatch, contact us and we will reprint and repost it free of charge.
How to ask
Write to us through the contact page with your order number and we will reply within two business days.
Last updated November 2026. Questions about this policy can be sent through the contact page.