Refund Policy

At Letterfest we take pride in creating every order with care, and we want you to be delighted with your purchase. If something isn’t right, we’re here to help put it right.

Damaged or Faulty Items

Although every effort is made to get your parcel to you in perfect condition, occasionally damages do occur in transit. If your item has been damaged or is faulty, you must let us know within 48 hours of receipt. Please email us with photos of the damage so we can investigate with our courier.
Replacements: We will arrange a replacement of damaged or faulty goods immediately, at no cost to you.

Personalised Goods

All personalised goods are made specifically to your requirements and are therefore non-refundable unless damaged or faulty.
We provide clear product photos, full descriptions, and sizing information so you know what to expect.
Colours shown on our website are a close representation, but small variations may occur.
As each item is handmade, slight differences in size, colour, or finish are part of the unique charm of your product.

Illustrations & Art Prints

We keep all artwork on file, so if you have made a mistake in your order, we can usually create a corrected version for you.
If we have made a mistake, we will send a corrected replacement immediately and free of charge.
If your item is framed, the back clips can be opened and the new mounted print easily swapped in.
Proofing service: For illustration products, you will always receive a proof before final production. This gives you the chance to check and request amendments. We offer unlimited amendments to ensure your artwork is right for you before it is printed.

Engraved Stone Products

Please note that natural stone is unique, and each engraved pebble will vary in size, colour, shape, and texture.
Typical sizes are around 7cm, with natural variations in shape (often oval-ish) and colour (shades of plum-grey).
Marks, fissures, and irregular shapes are natural features of stone and are not considered faults.
Text or image size may vary slightly depending on the size of the pebble.
Occasionally, small white marks occur when stones touch during production or transit. These are superficial and can be removed with a damp cloth.

Customer Support

If you have any concerns about your order, please don’t hesitate to get in touch. We will always do our best to resolve any issues and ensure you’re happy with your purchase.

📧 Email us at: support@letterfest.com

Key Notes

Refunds are not offered for personalised goods unless faulty or damaged.
Wherever possible, we will amend or replace your item to make sure you are happy.
Our aim is to resolve issues quickly, fairly, and in a way that keeps your special gift on track.