Refund and Cancellation Policy

All sales are final

We do not accept returns and we do not offer refunds as a matter of course. Each postcard is produced to order from photos and messages submitted by one family and addressed to one household, so it has no value to anyone else and cannot be restocked or resold.

We may still issue a refund where we decide it is warranted. Those decisions are made case by case, at our discretion, and a refund in one case does not create an entitlement in another. Nothing here limits a right you have under mandatory consumer law in the state where you live, which applies regardless of this policy.

Cancelling

You can cancel an active subscription at any time from the billing page in your account, which opens Stripe's hosted billing portal. Cancelling stops future charges.

Cancelling does not refund a period you have already paid for. Postcards continue through the period already billed, and the subscription does not renew after it. If you would rather not wait, contact us and we will stop the remaining cards.

Asking us to look at a charge

Email support@familyletter.io with the recipient household, the month in question and what went wrong. We review every request and reply within two business days, including when the answer is no.

Requests we look at most closely are a charge you did not recognise, a duplicate charge, and a card that never reached the household after a reprint.

Damaged, lost or misdelivered postcards

There is nothing to send back, and a reprint is the remedy rather than a refund.

If a postcard arrives damaged, does not arrive at all, or goes to the wrong address, tell us within 60 days of the month it was sent, while we still hold the artwork. We reprint and remail that month's card at no charge.

• Damaged in the post: we reprint and remail, free
• Never delivered: we reprint and remail, free
• Wrong address supplied to us: correct it in your account and we reprint the next card to the new address