Refund policy

The Secret Scribes Personalization & Quality Promise

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
Refund or replacement requests must be submitted within 14 calendar days of the date your order was delivered.

**What We Gladly Cover**
If there is any issue with:
• personalization accuracy
• spelling or content errors
• printing, paper, or envelope damage
• missing items
• address-labeling errors made by The Secret Scribes
• 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. Corrected replacement orders will be prioritized for shipment. Because carrier transit times are outside our control, we cannot guarantee a specific delivery date after a package has been transferred to FedEx.

**Custom & Personalized Items (EU Right of Withdrawal)**
Every letter from Santa is custom-created and personalized to order. In accordance with Article 16(c) of EU Directive 2011/83/EU, personalized or custom-made goods are exempt from the standard 14-day right of withdrawal once production has commenced. While change-of-mind refunds/cancellations are not available for custom orders, we fully honor our 100% Satisfaction Guarantee above if there is any defect, mistake, or damage to your order.

**What Is Not Covered**
Carrier delays (including FedEx shipping disruptions), severe weather, and other third-party transit issues outside our control are not eligible for refunds under this guarantee. 

Errors in the shipping name or address provided by the customer are not covered. If you notice an error before your order ships, please contact us immediately and we will correct it if possible.

General Policy and Process

**How to Request a Refund or Replacement**
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 general 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.

Lost Packages
Carrier delays are not the same as a lost package. If FedEx confirms that your package has been lost in transit, please contact us so we can arrange an appropriate replacement or refund.

**Non-Returnable Items**
Due to the personalized nature of our letters, we do not accept general returns or physical exchanges.

**Refund Timeline**
Once your request is approved, we’ll issue a refund to your original payment method within 10 business days. Your bank or card issuer may require additional time to process and post the credit.

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