Refund Policy
Last updated: March 1, 2026
At Emotions by Mail (emotionsbymail.com), every letter and dialogue is created with genuine care. Due to the personalized nature of our services, we maintain a clear Refund Policy.
1. General Rule: Rendered Services
- Digital Warmth (Email Support / "Human Listener"): Given the personal time and dedicated attention of our specialist, payments for initiated or completed email support sessions are non-refundable.
- Tactile Warmth (Wax-Sealed Paper Letters): The transaction is considered final once the letter has been individually prepared, wax-sealed, and handed over to the postal service.
2. Cancellations Before Dispatch
If you placed an order and wish to cancel before service delivery begins:
- Paper Letters: You may cancel your order and receive a full refund only before the letter has been printed and sealed with wax.
To cancel, please contact us as soon as possible at info@emotionsbymail.com with your order details.
3. Damaged or Lost Postal Items
We carefully package every letter, but postal services operate outside our direct control. Nevertheless, our priority is to ensure you receive a warm experience:
- Damaged Letters: If a letter arrives damaged, please send a photo of the envelope/card to paper@emotionsbymail.com within 7 days of receipt. We will recreate and resend one replacement letter free of charge.
- Delays or Loss: Delivery speed depends on the destination country and local mail services (we recommend ordering at least 1 month in advance). If your letter is significantly delayed, email us and we will help track it or arrange a resend.
4. Accuracy of Provided Information
You are fully responsible for providing accurate delivery address and email information. We do not issue refunds if a letter was dispatched to an incorrect or outdated address provided by the buyer.
5. Contact Us
If you have any questions regarding your order, feel free to reach out — we are always open to a human conversation:
- Email for digital & paper support: info@emotionsbymail.com