Refund policy

Although every effort is made to get your parcel to you in perfect condition, sometimes damages do occur. You must let us know within 48 hours of receipt of your item if it has been damaged in transit or if it is faulty. Whenever possible, please email us images of the damage so we can investigate with our courier. We will send a replacement for damaged goods immediately.

Personalized goods have been made specifically to your requirements, so they are only refundable if damaged or faulty. We try to show lots of photos of each product and give full descriptions of sizes, etc., so you know what to expect. The colors displayed on the website are a close representation, but slight variations in the actual goods may occur. As all of our items are handmade, small variances may occur in each finished article.

With our art prints and illustrations, we keep all artwork on file, so if you have made a mistake on your order and need a replacement, please get in touch. If we have made the mistake, we will send a replacement immediately free of charge. If your item is framed, the clips on the back can be opened, and the new mounted print can be easily inserted.

We offer a proofing service for the illustration products. It is an additional $5 and must be requested when ordering. This cost covers the administrative time and any amendments you would like to make before printing. However, if you cancel your order after seeing the proof, we will refund the order minus a cost of $20.

Regarding the Engraved Stone products, due to the nature of stone, each pebble is slightly different. They are various sizes, shapes (oval-ish!), and colors (shades of plum-gray). Please note this is a natural product, so pebbles will vary in size, color, shape, and texture. We think this is part of their charm, as each one is unique, but please be aware that the photograph is an example only, and your stone will be different. Shapes can be irregular, and there are sometimes marks and fissures that occur naturally in the stone. As we engrave each pebble individually, the size of the text or image sometimes varies according to the size of the pebble. Occasionally, when pebbles knock together, they leave small white marks on the surface—this is superficial and can be removed with a damp cloth.

Please email us at help@letterfest.com with any issues or concerns—we're here to help!