Refund Policy

Short version: letters are made for one person and posted immediately, so we do not offer refunds for a change of mind. We do refund if the letter never arrives, and we refund in full if we decide not to send it.

When you get a full refund

The letter never arrived. If the letter has not arrived within 30 days of being posted, email thedoveletter@gmail.com with your order number and we will refund the whole amount, including postage.

We refused the order. We may decline any order for any reason. If we do, we refund the whole amount and email you to say we could not send the letter.

You cancelled before printing. You may cancel at any time before your letter has been printed, and we will refund in full. See below.

We could not ship in time. If we cannot post your letter within the time we told you, we will contact you, and you may choose to wait or to cancel for a full refund.

Changing or cancelling

Letters are printed promptly after review, so contact us as soon as you can. Email thedoveletter@gmail.com with your order number and what you would like changed. If the letter has not yet been printed we will change it, or cancel and refund it.

After the letter has been printed we cannot change or cancel it.

When we do not refund

A wrong address. You give us the address. If it is wrong, incomplete, or out of date and the letter does not arrive, we do not refund it and we do not print another. Please check it carefully before you pay. If you are not sure of the address, have the letter sent to you instead and hand it over yourself.

Change of mind after printing. Once printed, the letter exists and cannot be resold.

How the letter was received. We cannot refund because of how the person reacted, or did not react, to your letter.

Words you chose. You see the whole letter before you pay and you can change any line. We do not refund because you would have written it differently.

Delivery taking longer than you hoped. Post times vary. We refund for non-delivery after 30 days, not for slow delivery.

How to ask for a refund

Email thedoveletter@gmail.com with your order number and what happened. Refunds go back to the card you paid with, and usually appear within 5 to 10 business days once we issue them.

If you dispute a charge with your bank

Please email us first. Almost everything is solved faster with a refund than a dispute. If you do raise a dispute, we will provide your order record to your bank.