Refund and Cancellation Policy

30-day reprint or refund

If you are not happy with a postcard you bought from us, for any reason, tell us within 30 days of its delivery. We will reprint and remail it, or refund what you paid for it, whichever you choose.

There is nothing to send back. Keep the card.

This covers postcards. A Postcard Club membership fee has its own rule, below.

Cancelling

Postcard Club: cancel at any time from your profile page, which opens Stripe's hosted billing portal. The membership fee is non-refundable once a billing period (a month or a year) starts; cancel anytime to stop renewal. Cancelling stops the next renewal, and member pricing continues until the end of the month or year you have paid for.

The 30-day reprint or refund applies to postcards, including postcards a member orders at the member price. It does not refund the membership fee.

How to ask

Email support@familyletter.io with your order email, the postcard in question, and whether you want a reprint or a refund. We reply within two business days.

A refund goes back to the card you paid with. We also look at a charge you did not recognise or a duplicate charge, whenever you tell us. Nothing here limits a right you have under mandatory consumer law in the state where you live.

Damaged, lost or misdelivered postcards

There is nothing to send back.

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

• Damaged in the post: we reprint and remail, free
• Never delivered: we reprint and remail, free