Refund & Cancellation Policy

Cancelling your subscription

You can cancel or pause your monthly subscription at any time before your next billing date, using the link in your order emails or by emailing hello@dearlyknown.co.uk. Cancelling stops all future payments. Any letter already paid for will still be posted to you.

Your 14-day right to cancel

As a UK consumer you have 14 days from receiving your first letter to change your mind. Let us know within that period and we will refund that payment. If the letter has already been posted, return it unused and we will refund the item cost once it reaches us.

Damaged, missing or incorrect mail

If your letter arrives damaged or something is missing, email us within 30 days of delivery with a photo and we will send a replacement or refund that month's payment. If your letter has not arrived within 10 working days of dispatch (21 for international), contact us and we will resend it.

What we cannot refund

Because each envelope is personalised and posted, we cannot accept returns of opened mail outside the circumstances above, and we cannot refund payments for letters already delivered in previous months.

How refunds are made

Refunds are made to the original payment method within 14 days of us agreeing to them. Your bank may take a few extra days to show the money.

Wrong address

Please keep your delivery address up to date. If a letter is returned to us because the address was incorrect, we can resend it once you pay the postage again.