Refund policy

At Claus Post, we craft each letter with dedication and care to ensure your celebrations are filled with delight. However, we understand that, despite our best efforts, issues may occasionally arise. Our returns and refunds policy is designed to be fair and transparent, in line with UK consumer rights.

Personalised Items

Our bespoke Nice List Letters and other customised products are crafted specifically for you. Once the personalisation process has begun, these sales are considered final. Therefore, we cannot accept returns or process refunds in the following cases:

  • Errors in the personalisation details provided by you, the customer.

  • A change of mind after approving the draft.

  • Incorrect delivery information provided by you, the customer.

Draft Approval Process

To ensure perfection, we provide a draft for your approval before finalising your letter. Please review the draft thoroughly for any errors or required changes. Once you approve the draft, the order becomes non-refundable.

Delivery Discrepancies

If your order does not arrive due to an error on our part or is lost in transit, please contact us within 14 days from the expected delivery date. We will investigate and, if appropriate, send a replacement letter at no additional cost.

Damaged Goods

Our products are designed to charm with their authentic presentation. If your letter arrives with damage beyond the natural imperfections of a wax seal, please notify us within 7 days of receipt. We require photographic evidence of the damage, after which we will determine if a replacement or refund is warranted.

Cancellation Policy

You may cancel your order before confirming the draft. Please note that a cancellation fee may be charged to cover any work already completed.

Statutory Rights

Customised products are generally not covered by the statutory 14-day return period, except in cases where:

  • The product is significantly different from how it was described on our website.

  • There is a significant error made by us that affects the quality or intended character of the product.

Satisfaction Guarantee

We strive to ensure you’re delighted with your Santa letter. If you are not completely satisfied, we offer a refund of the letter cost, excluding postage fees. To request a refund, please contact us within 2 days of receiving your order.

Questions

For any questions regarding delivery, shipment, or your order, please contact us at info@Claus Post.com.

Please note that this policy is subject to change, and the most up-to-date version will always be available on our website.