We genuinely want every Lottie Letter to arrive safely and bring a joy. If something goes wrong, here's how we'll make it right.

Our promise

If your letter doesn't arrive, arrives badly damaged, or something is genuinely wrong, we will always offer either a replacement or a refund.

Letters that don't arrive

If your Lottie Letter hasn't arrived within the expected delivery window (3–8 business days for domestic, and 2–6 weeks for international), please email hello@lottleletters.com and we'll:

1. Follow up with the post office on your behalf if possible

2. Repost your letter if it has been returned to us (letters occasionally bounce back, and we repost within a week of receiving them)

3. Offer a refund for that month if the letter cannot be located or reposted

We ask that you allow the full delivery window to pass before contacting us, particularly for international orders.

Damaged letters

A small mark or two is the sign of a well-travelled envelope, but if your letter arrives badly damaged, please email hello@lottleletters.com with a photo of the damage and we will either send you a replacement free of charge, or offer a refund for that month. The choice is yours. Please do your best to ensure that your mail/letterbox is waterproof to protect your letter from the elements!

Refunds for delivered letters

Because each Lottie Letter is prepared and posted just for you, we're unable to offer refunds for letters that have been successfully delivered and are undamaged. This is consistent with Australian Consumer Law, which does not require refunds for 'change of mind' on personalised or perishable goods. If you're unhappy with your letter for any reason, please email us — we'd love to hear your feedback and make things right wherever we can.

Cancellation refunds

Monthly subscriptions can be cancelled at any time before the 23rd of the month with no charge for the upcoming month. See our Terms of Service for full cancellation details. For prepaid subscriptions (6-month or 12-month): if you wish to cancel partway through a prepaid period and request a refund for unused months, please email us. We will assess these requests on a case-by-case basis and in accordance with our obligations under Australian Consumer Law. Where a major failure in service has occurred, you are entitled to a remedy under the ACL.

How refunds are processed

Approved refunds are returned to your original payment method via Stripe. Please allow 5–10 business days for the refund to appear in your account, depending on your bank or card provider.

Australian Consumer Law

Our products and services come with guarantees that cannot be excluded under Australian Consumer Law. For major failures, you are entitled to a refund, replacement, or compensation. For minor failures, we will provide a free remedy. Nothing in this policy removes or limits these statutory rights.

International consumer rights

If you are based in the European Union, United Kingdom, or another jurisdiction with specific consumer protection laws, your local statutory rights may also apply. These are not affected by this policy.

If you’re concerned about your letter, please email hello@lottleletters.com and we will help.

Lottie Letters Returns & Refunds Policy. Effective 16/06/2026.