Refund policy

The Secret Scribes 100% Satisfaction Guarantee

We stand behind the quality, care, and personalized attention woven into every letter from Santa. Our goal is for this keepsake to feel meaningful, heartfelt, and worthy of being saved for years.

If anything in your order is not correct, we will make it right.

Eligibility

Timing
Refund or replacement requests must be submitted within 14 calendar days of the date your letter was marked “shipped” in our system.

What We Gladly Cover

If there is any issue with:

• personalization accuracy
• spelling or content errors
• printing, paper, or envelope damage
• missing items
• incorrect address labeling
• internal fulfillment mistakes

Contact us right away so we can fix it at our expense.

We will reprint, prepare, and re-ship a corrected Letter Package at no cost to you, as long as we are notified within the 14-day window. Your replacement will be prioritized in our next outgoing mail batch so your child receives it in time for the holiday or celebration it was intended for. Because these moments are time-sensitive, please notify us as soon as possible.

What Is Not Covered

USPS delays, weather disruptions, and other mail-carrier issues are outside our control and are not eligible for refund under this guarantee.

General Policy and Process

How to Request a Refund
Please email mona@thesecretscribes.com with your order number and a brief explanation of the issue. We’ll review your request promptly and respond with next steps.

Damaged or Incorrect Items
Please inspect your envelope upon arrival. If it’s damaged, defective, or incorrect, contact us immediately so we can resolve the issue, either through a refund or a corrected re-shipment.

Exchanges
Because each letter is custom-made, we do not offer exchanges for new products. However, if we made a personalization error, we’ll correct it and re-ship the updated letter at no cost to you.

Non-Returnable Items
Due to the personalized nature of our letters, we do not accept general returns or physical exchanges. Gift cards are non-refundable.

European Union 14-Day Cooling-Off Period
If your order is shipped to the EU, you have the right to cancel or return it within 14 days for any reason. The item must be in its original condition (unopened, if applicable), and you must provide proof of purchase.

Refund Timeline
Once your request is approved, we’ll issue a refund to your original payment method within 10 business days. Processing times may vary depending on your bank or card issuer.

If more than 15 business days have passed since your refund was approved, please contact us at mona@thesecretscribes.com.