Refund Policy

Although every effort is made in trying to get your parcel to you in perfect condition, sometimes damages do occur. You must let us know within 48 hours of receipt of your item if it has been damaged in transit or if it is faulty. Wherever possible please email us images of the damage so we can investigate with our courier. We will send a replacement of damaged goods immediately.

Personalised goods have been made specifically to your requirements so are only refundable if damaged or faulty. We do try and show lots of photos of each product and give full descriptions of sizes etc so you know what to expect. The colours displayed on the website are a close representation, but slight variations in the actual goods may occur. As all of our items are made by hand, small variances may occur in each finished article.

With our art prints and illustrations, we keep all artwork on file so if you have made a mistake on your order and need a replacement please get in touch.

If we have made the mistake we will send a replacement immediately free of charge. If your item is framed, the clips on the back can be opened and the new mounted print can be easily popped in. 

We offer a proofing service on the illustration products. It is an additional £4 and must be requested on ordering. This cost covers the admin time and any amendments you would like to make before printing. However if you cancel your order after seeing the proof we will refund the order minus a cost of £15. 

Regarding the Engraved Stone products, due to the nature of stone each pebble is slightly different. They are various sizes (on average about 7cm), shapes (oval -ish!) and colours (shades of plum-grey). Please note this is a natural product, so pebbles will vary in size, colour, shape and texture. We think this is part of their charm as each one is unique, but please be aware that the photograph is an example only and your stone will be different. Shapes can be irregular and there are sometimes marks and fissures that occur naturally in the stone. As we engrave each pebble individually, the size of the text or image sometimes varies according to the size of pebble. Occasionally, when pebbles knock together, they leave small white marks on the surface - this is superficial and can be removed with a damp cloth. 

Please do email us with any issues or worries - we are here to help! Our email is support@letterfest.com