Refund policy
RETURNS & REFUND POLICY 💌
Last updated: October 2025
Thank you so much for choosing LUXELETTERBOX 🌸 We take great care in creating and packing each order, and we hope every gift brings a little joy to its recipient. However, if something isn’t quite right, don’t worry — we’re here to help 💕
💔 Faulty or Damaged Items
If your order arrives damaged or not as expected, please get in touch within 14 days of delivery so we can make it right. To help us resolve things quickly, email hello@luxeletterbox.co.uk with your order number, a short description of the issue, and a photo showing the fault or damage 📸
Once we’ve reviewed your message, we’ll offer a replacement, refund, or store credit — whichever suits best.
🎁 Personalised & Made-to-Order Gifts
Because personalised or made-to-order items are created specially for you, these can only be returned or refunded if they arrive faulty, incorrect, or damaged. Please double-check spellings and details carefully before placing your order ✨
📦 Pre-Made Gift Boxes
If something arrives damaged, missing, or not matching your order, please contact us within 14 days and we’ll arrange a replacement or refund as soon as possible 💌
We’re unable to offer returns or refunds for change-of-mind, or if a gift has already been opened or used by the recipient 🎀
💰 Refund Process
Once your return or refund has been confirmed, we’ll process it within 5–10 working days. Refunds are sent back to your original payment method 💳
If a return is required, we’ll email you the instructions — please don’t send anything back until we’ve confirmed how to proceed. Return postage costs are covered by us only if the item is faulty or damaged 🚚
🚫 Non-Returnable Items
For hygiene and quality reasons, we can’t accept returns for:
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Used or opened products (unless faulty)
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Personalised or custom-made items (unless faulty)
🤍 Our Promise
Every order is packed with love and care 🤍 If you ever experience a problem, please reach out — we’ll always do our best to make it right!
You can contact us at hello@luxeletterbox.co.uk, and we aim to respond within 1–2 working days ⏰
⚖️ Your Rights
This policy complies with the UK Consumer Rights Act 2015, which protects your right to receive products that are of satisfactory quality, fit for purpose, and as described.