Refund policy

Updated 24 September 2026. The changes below apply to orders placed on or after 25 September 2026 (UK time). Earlier orders retain the terms offered when they were purchased.

Personalised letters and changes of mind

Our letters are made to your personal requirements. Personalised and custom-made goods are generally excluded from the usual 14-day change-of-mind cancellation right. This does not affect your rights if goods are faulty, not as described or otherwise fail to meet your statutory rights.

Check and approve your proof

Please check names, personal details and the wording carefully before approving the proof. We print only after your approval. You can request a correction through your private letter room before approval. Once you approve, we do not offer change-of-mind returns for personalised letters. Approval does not remove your statutory rights.

Personalised items: no returns, but we will make it right

Personalised items are made just for your child, so we can't take them back if you change your mind. If anything is wrong or arrives damaged, contact us and we'll put it right: we'll rewrite and reprint it, or refund you.

Before we print: not quite right? Until we print, we'll rewrite your letter free or refund you in full – you choose. This doesn't affect your legal rights.

Ready-printed items: 14-day right to cancel

Items that are not personalised (for example our ready-printed letters, blank certificates and kits) keep your legal right to cancel under the Consumer Contracts Regulations. Tell us within 14 days of delivery, then send the item back within 14 days of telling us. We'll refund you within 14 days of receiving it.

Faulty, damaged, incorrect or missing orders

If there is a problem with your order, contact us with your order number and a description of what happened. Photographs can help us assess damage, but do not send children's private details in a general email. We will investigate and provide the remedy required by your statutory rights, which may include a refund, repair or replacement. A request to contact us promptly is not a deadline that removes those rights.

If you supplied an incorrect name or delivery address, contact us as soon as possible so we can check whether a change is still possible. We will explain any options or additional costs before you agree to them.

Earlier satisfaction guarantee

For orders placed before 25 September 2026, we will honour the satisfaction guarantee offered at purchase: a refund of the letter price, excluding postage, if dissatisfaction is reported within two days of delivery. That voluntary guarantee is not offered for orders placed on or after 25 September 2026. Statutory rights remain separate and unchanged.

Contact

Use the help option in your private letter room, or email info@clauspost.com with your order number. Please contact us before returning an item so we can provide the appropriate instructions.