Returns & Refunds

Effective October 1, 2026

Every Starbound letter and card is made by hand, to order, for one particular person. That shapes how returns work — but it never changes our promise: if something is wrong with what you receive, we will make it right.

Personalized letters and cards

Letters, One-Liner cards, Custom Letters, Custom One-Liners and Pet Portrait Cards are personalized and mailed directly to your recipient. Because each piece is created specifically for you, personalized items cannot be returned or exchanged once production has begun.

If we make a mistake — a misprint, the wrong signature or placement, a personalization detail that doesn't match what you entered — tell us within 14 days of delivery and we will remake and mail the piece at no charge.

Please check spelling, names and the recipient's mailing address carefully before you order. We print exactly what you enter, and we cannot replace a piece free of charge because of a typo or an incorrect address in the order.

Keepsake coins

The Santa Coin and the Always Coin are sold only together with a letter or card and follow the same policy as the piece they accompany. A coin that arrives damaged or with a defect in its finish is replaced free of charge.

Handmade paper art

Full sheets of handmade paper may be returned within 14 days of delivery for a refund of the purchase price, provided they are unused and in the condition they arrived in. Contact us first so we can send return instructions; return shipping is at your cost unless the sheet arrived damaged or was not the sheet you ordered.

Handmade paper is made sheet by sheet. Variations in fibre, pattern, translucency, deckled edges and colour are the nature of the material, not defects, and are not grounds for return.

Damaged in transit

Every piece ships inside a protective kraft outer envelope. If something still arrives damaged, contact us within 14 days of delivery with a photo of the damage and of the outer envelope. We will send a replacement, or refund you if a replacement isn't possible.

Lost in the mail

If a tracked order shows no movement or delivery for 15 days after it was mailed (30 days for international orders), let us know and we will replace it or refund you.

Cancellations and changes

• Standard letters and cards are made and mailed within 2 business days. Contact us as soon as possible after ordering; if production hasn't started, we will cancel or change the order and refund you in full.
• Custom work (Custom Letters, Custom One-Liners, Pet Portrait Cards) can be cancelled in full until you approve your design. Once approved, production begins and the order can no longer be cancelled.
• Santa Letters with a chosen mailing window (early or mid-December) can be cancelled or changed any time before the letter is produced for mailing.

Refunds

Approved refunds go back to the original payment method. Most banks post them within 5–10 business days of our confirmation.

How to reach us

Use the contact page and include your order number. We read every message and reply within one business day.