Refund policy

Returns Policy (Non-Storyletter Products)

Our policy lasts 10 days from the date of purchase. If more than 10 days have passed since your purchase, we cannot offer a refund or exchange.

  • Shipping charges are non-refundable.

  • All returned physical products are subject to a 50% restocking fee 

  • Proof of purchase (receipt or order confirmation) is required for all returns.

Important: Please contact us before returning any purchase. Unapproved returns may be refused.

Refunds (If Applicable)

Once your return is received and inspected, we will email you to confirm receipt and notify you of approval or denial. If approved, your refund will be processed within 48 hours to your original payment method.

Shipping Fees

Shipping fees are non-refundable. If you refuse a shipment, you will be responsible for the original shipping charges plus the cost of returning the package to us. These amounts will be deducted from any refund.

Delivered but Not Received

If your tracking information shows your package as delivered but you have not received it:

  • You must contact the delivery carrier directly to resolve the issue.

  • We do not accept responsibility or issue refunds/credits for packages the carrier confirms as delivered.

Order Cancellation Policy

Orders are processed immediately after purchase.

  • If canceled before shipment: 15% cancellation fee + $1.50 processing fee.

  • If canceled after shipment: 15% cancellation fee + $1.50 processing fee + shipping & handling costs.

Digital Products

Digital products are non-returnable and non-refundable. Once delivered, digital files remain in your possession and cannot be retrieved.

Storyletter Products

  • Monthly Subscription: Non-refundable.

  • Full-Price (Prepaid): Refundable within 30 days minus the value of letters already sent.

  • Gift Boxes (with activation code): Non-refundable.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.

  2. Contact your credit card company — posting times may vary.

  3. Contact your bank — processing times may vary.

If you still haven’t received your refund, please contact us here: Contact Us

Sale Items

Sale items are non-refundable. Only regular-priced items may be refunded.

Exchanges

We replace items only if they are defective or damaged. To request an exchange for the same item:

  • Contact us here: Contact Us

  • Send your item to:
    Epistolary
    PO Box 2722
    Georgetown, TX 78627
    United States

Shipping for Returns/Exchanges

  • You are responsible for paying your own return shipping costs.

  • Shipping costs are non-refundable.

  • If you receive a refund, the return shipping cost will be deducted.

  • Delivery times for exchanges vary by destination.

  • For items over $75, use a trackable shipping service or purchase shipping insurance. We do not guarantee receipt of returned items.

Unused Discount Codes

Discount codes must be applied at the time of purchase. We cannot issue refunds, price adjustments, or retroactive discounts for unused codes. Orders process instantly and pricing is locked upon checkout. This ensures fairness for all customers and prevents disruption to automated fulfillment.