Returns & Refunds

Thank you for shopping with The Letter Gift Shop. We want you to be happy with your order, so if there is a problem with your purchase, please contact us and we will work with you to find an appropriate resolution.

Personalized & Custom Items

Because personalized and custom products are made specifically for you, they are considered final sale and are not eligible for returns, exchanges, or refunds once the order has been confirmed and processed.

Before placing your order, please carefully review all personalization details, including names, wording, dates, design choices, colors, sizes, and other selections.

If you have any questions about an item or customization option, please contact us before ordering. We are happy to help.

Damaged, Defective or Incorrect Items

If your order arrives damaged during shipping, has a manufacturing defect, or there is an error on our part, please contact us within 2 days of delivery.

Please include your order number and clear photos showing the issue and, when applicable, the shipping packaging.

We will review the issue and work with you on an appropriate resolution, which may include a remake, replacement, or refund depending on the circumstances.

Please keep the item and its original packaging until the issue has been resolved.

Proof Approval

Some personalized products require a proof before production.

Please carefully review all spelling, names, dates, colors, design details, and other personalization before approving your proof.

Once a proof has been approved, the product will be created according to that approved design. Errors or changes requested after proof approval are not eligible for a refund.

If an issue occurs after an approved proof, we may be able to offer a discounted replacement. Depending on the product, we may require the original item to be returned before a replacement is made.

Non-Custom Items

Non-custom and non-personalized products may be returned.

Items must be returned in their original, unused condition. The customer is responsible for return shipping costs.

Once the returned item has been received and inspected, a refund will be issued for the purchase price of the item.

Original shipping charges and return shipping costs are not refundable.

Please contact us before sending a return so we can provide the appropriate return information.

Shipping Delays & Lost Packages

Once an order has been accepted by the shipping carrier, delays may occasionally occur that are outside our control.

If your package appears to be delayed or lost, please contact us. We will assist with tracking and work with the shipping carrier to help resolve the issue.

We will not immediately send a replacement while a package is still considered in transit or while the carrier is investigating. Adequate time must be allowed to determine whether the package is truly lost.

Questions or Problems With Your Order

If you have any questions about a product before ordering or experience a problem after receiving your order, please contact us.

When contacting us about an existing order, please include:

Your name
Order number
A description of the issue
Photos, when applicable

We appreciate your business and will do our best to help resolve any legitimate issue with your order.