Refund policy
Return and refund policy
There are two separate things here: stopping your membership, and sending a box back for a refund. They're covered one after the other below.
Stopping your membership
You can stop your membership at any time from your account, or by emailing us at craftletterclub@gmail.com.
This stops any future payments. The issue you've most recently paid for will still be sent to you — that's your last one — unless you ask us to refund it before it's dispatched.
Nothing needs to be returned, and there's nothing else to do.
Changing your mind about your first box
This is separate from stopping your membership. It's a legal right, under the Consumer Contracts Regulations 2013, to change your mind and get your money back.
You have 14 days without needing to give a reason. For a membership involving regular deliveries, the 14 days run from the day you (or someone you nominate) receive your first box.
You can also change your mind at any point between joining and your box being dispatched, in which case there's nothing to send back.
Telling us
The easiest way is from your account. You can also email us at craftletterclub@gmail.com, or use the cancellation form at the end of this policy. Any clear statement that you've decided to cancel is fine, as long as you send it before the 14 days are up.
Sending the box back
If you've already received your box, please send it back to us within 14 days of telling us you're cancelling.
Return postage is at your own cost. We'd suggest using a tracked service, as we can't refund items that don't reach us.
Send returns to: Craft Letter Club, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA
What you'll get back
We'll refund the full £28, including the delivery cost.
We may reduce your refund to reflect any loss in value if the contents have been handled beyond what's needed to see what they are. In practice: opening the box and looking through everything is fine. Baking the clay, cutting the cord or using up the materials isn't, and we'll deduct a fair amount for what's been used.
We'll process your refund within 14 days of receiving the box back, or within 14 days of you giving us proof you've sent it, whichever is sooner. Refunds go back to the card you paid with.
If something arrives damaged, or doesn't arrive
Email us at craftletterclub@gmail.com and we'll sort it out. We'll either send a replacement or refund you in full, and you won't need to return anything.
Please get in touch within 30 days of the dispatch date so we can chase it with Royal Mail if needed.
If something's missing from your box
Let us know and we'll post the missing item out to you.
Nothing here affects your legal rights
This policy sits alongside your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in it reduces those rights.
Model cancellation form
You only need to use this form if you want to. Any clear statement that you're cancelling is enough.
To: Agata Malinowska trading as Craft Letter Club, Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA, craftletterclub@gmail.com
I hereby give notice that I cancel my contract for the supply of the following goods:
Ordered on / received on: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if sending on paper): ______________________
Date: ______________________