Refund policy

Refund & Satisfaction Policy

Last updated: September 8th, 2025

At Letterfest, everything we create is handmade to order, especially for you. Because our products are personalized or bespoke, they are non-refundable once production has begun, unless they arrive defective or not as described.

Our promise is simple: we will work with you until you are delighted.

If Something Goes Wrong

Although every effort is made to get your parcel to you in perfect condition, sometimes issues do happen. Please contact us right away if:

  • Your item has arrived damaged in transit

  • Your product has a fault

  • You feel your personalized artwork does not match the agreed proof

Wherever possible, please send us photographs so we can resolve things quickly.

Personalized Products

Because these items are made uniquely to your instructions, they cannot be cancelled or refunded once we have started work, unless defective or not as described.

Instead, we guarantee to amend, redraw, or replace your item until you are happy:

  • Illustrations & Art Prints: We offer unlimited amendments and proofing. If you are still unhappy after agreed changes, we will redraw from a new image of your choosing.

  • Engraved Pots & Stones: Each piece is handmade, and natural variations in size, color, shape, or surface texture (including natural cracks and fissures) are part of their character. These are not considered defects. If a genuine fault occurs, we will replace it free of charge.

  • Framed Prints: If your frame is damaged, we will send a new mount or print so you can easily swap it in.

  • Personalized Children’s Books: Each book is custom-printed to your specifications and cannot be refunded or cancelled once printed unless faulty or not as described.

    • If we make an error in printing (e.g., a misprint or missing details), we will replace your book immediately at no cost.

    • If the error is in the details you provided (e.g., a misspelling), we can reprint the book for a reduced redo fee to cover printing and shipping costs.

  • Colors & Layouts: Variations may occur depending on screen settings and print runs. These are not considered defects.

Customer Mistakes vs. Our Mistakes

  • Our mistake: If we make an error in production, we will replace your item immediately at no cost.

  • Customer mistake: If the error comes from the details you provided, such as a typo or wrong photo, we can usually remake the item for a reduced redo fee to cover production and shipping.

Delivery Problems

  • Damaged in transit: If your parcel arrives damaged, please notify us within 48 hours of delivery with photographs. We will arrange a replacement at no cost.

  • Lost parcels: If your order has not arrived within 10 business days of expected delivery, please contact us so we can investigate. If confirmed lost, we will send a replacement.

  • Delivery delays: If your order was placed before our published Last Order Dates but arrives late due to the courier, we will make this right. Orders placed after the cutoff dates are not covered.

Customs & International Orders

Buyers outside the United States are responsible for any import duties or taxes charged at the border. If a replacement is required and additional customs charges are incurred, please contact us—we will work with you to find a fair solution.

Our Guarantee

Our focus is always on making it right. We will:

  • Amend, redraw, or replace personalized items until you are happy

  • Offer goodwill gestures where appropriate if something goes wrong

  • Provide refunds where legally required, such as when goods are defective or not as described

This policy does not limit any rights you may have under applicable US consumer protection laws.