Refund & Replacement Policy

Effective date: [effective date]. This wording preserves any mandatory consumer rights that cannot be waived under applicable law.

When we offer a refund or replacement

We consider a refund or replacement when an item inside your Mail Club letter or shop shipment arrives damaged.

How to request one

Contact support within five calendar days of confirmed delivery. Please include your order number, the email on your account, a description of the damage, and clear photographs of the item and its packaging.

Possible outcomes

• A replacement of the damaged item.
• A partial refund.
• A full refund for the affected item.
• Another reasonable solution we agree with you.

Because Mail Club editions and past editions are limited, an identical replacement may not always be available.

Lost mail

If a letter or parcel does not arrive within its estimated delivery window, we open a lost-mail investigation rather than automatically issuing a refund, since untracked letter mail cannot be traced in transit.

What is not covered

We do not automatically refund change-of-mind purchases, addresses entered incorrectly by the customer, ordinary handmade variation (each item is handmade and will vary slightly), customs delays, carrier delays, or mail that is still within its stated delivery estimate — except where applicable consumer-protection law requires otherwise.