Refund Policy

1. Damaged or Lost Letters

We want every letter to arrive safely and in good condition. Because we are a small creator-led project, we kindly ask for your help in letting us know quickly if something goes wrong.

1.1 Damaged Letters

If your letter arrives significantly damaged, please contact us within 7 days of delivery, including a brief description and, if possible, a photo of the damage.
In these cases, we may offer:

• a replacement letter, or

• a refund for that month’s letter

Replacements are offered once per letter cycle.

1.2 Lost Letters

Postal delays can happen, so we ask that you allow a reasonable waiting period after mailing:

• within Europe: 2–3 weeks

• outside Europe: 3–5 weeks

If the letter does not arrive after this period, we will resend it once free of charge.

We reserve the right to decline repeated replacement requests if they indicate possible misuse of the policy.

2. Monthly Subscription (Auto-Renewing)

Your Monthly Subscription renews automatically each month unless cancelled.

If your subscription renews and you decide you no longer wish to continue:

• You may request a refund for any letters we have not yet mailed.

• To receive a refund, please contact us within 30 days of the renewal charge.

After the 30-day window, we can stop future renewals, but all remaining paid letters will still be mailed as scheduled.

3. Six-Month and Twelve-Month Correspondence (One-Time Purchases)

These plans are non-renewing and non-refundable once purchased.

Your payment reserves the full set of letters, and we begin preparing your correspondence shortly after your order. For this reason, we cannot cancel or refund these plans mid-cycle.

Lost or damaged letters will be replaced as described in Section 1.

4. Incorrect or Outdated Addresses

If an incorrect or outdated mailing address was entered at checkout:

• Letters mailed to the incorrect address are not eligible for refunds

It is the customer’s responsibility to ensure that the mailing address is accurate and current.

4.1 Address Changes

If your address changes, please notify us as soon as possible. We can resend letters mailed within the last 60 days to your new address. Letters mailed more than 60 days before the update are not eligible for resend or refund.

5. Cancelling Your Monthly Subscription

You may cancel the Monthly Subscription at any time through your account dashboard (if available) or by contacting us directly.

• When cancelled successfully, you will receive a confirmation email.

• If charges continue, it means the cancellation was not completed.

You may check the status of your subscription at any time by logging into your account or contacting us.

6. Contact

For refund requests, subscription questions, or address updates, please contact:

Email: letters@thestillwritingsociety.com
We respond Monday–Friday during standard business hours (CET).