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 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
• incorrect address labeling
• internal fulfillment mistakes

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.

**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.

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.

**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.

**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.