Refund policy

Refunds & Returns

Because each Tilly’s Letters delivery is personalised and carefully prepared as a keepsake item, we’re unable to accept returns or offer refunds once an order has been placed.

However, if your envelope arrives damaged or an item is faulty, please do get in touch within 14 days of receiving your order. We will always make it right, whether that means sending a replacement or offering a refund where appropriate.

To report a faulty item, please email us at hello@tillysletters.com with your order number and a clear photograph of the issue.

We take great care in preparing every letter, and we’re here to help if something isn’t as it should be.

Thank you for understanding and for supporting a small, family-run business.