Terms And Conditions
Terms and Conditions
The Letter Parlour
Last updated: 13 October 2026
1. About Us
The Letter Parlour creates bespoke handwritten letters, personalised written gifts and letter subscriptions.
These Terms and Conditions apply to purchases made through our website. By placing an order, you agree to these Terms and Conditions.
Business name: The Letter Parlour
Business owner: [Insert your full legal name]
Email: [Insert your customer contact email]
Postal address: [Insert your business address]
2. Our Products
We offer the following products and services:
– Single handwritten letters.
– Fixed-term letter subscriptions.
– Personalised handwriting services, where customers supply their own words for us to handwrite.
Product descriptions, prices, subscription duration and included items are displayed on the relevant product pages.
Every letter is prepared individually. Minor variations in handwriting, presentation and materials are natural features of handmade products and do not, by themselves, constitute a fault.
We aim to ensure that product photographs and descriptions represent our products accurately. Minor variations in colour may occur because of differences in screens and display settings.
3. Placing an Order
Orders are placed through our website using the available checkout process.
Before completing a purchase, customers should review their selected product, personalisation details, delivery information and total price.
An order is subject to successful payment and acceptance by The Letter Parlour. We will provide an order confirmation by email.
If we are unable to fulfil an order, we will contact the customer and arrange an appropriate refund where payment has already been taken.
Customers must provide accurate contact details and a complete delivery address.
4. Prices and Payment
All prices are displayed in pounds sterling (£). The product price and any applicable delivery charges will be shown before the order is completed.
Where standard postage is included in the advertised product price, this will be reflected in the price displayed on the relevant product page. Any additional delivery charges will be disclosed at checkout before payment.
Payment must be made using one of the payment methods offered at checkout.
If a genuine pricing error is discovered, we will contact the customer before proceeding with the affected order. If payment has already been taken and the order cannot proceed at the agreed price, an appropriate refund will be arranged.
We will not charge additional amounts that were not properly disclosed and agreed to at checkout.
5. Personalised Letters
Some products require customers to provide names, dates, occasions, personal messages or other instructions.
Where a questionnaire or further information is required after purchase, customers should complete it as soon as reasonably possible. Production may be delayed until the necessary information has been received.
Customers are responsible for checking the accuracy of the information and wording they submit.
For our Your Words, Our Handwriting service, customers must supply the words they wish us to reproduce. We provide a handwriting service rather than a guarantee that customer-supplied content is factually accurate or suitable for every recipient.
We reserve the right to decline content that is unlawful, threatening, abusive or otherwise inappropriate for our service. If we cannot fulfil an order for this reason, we will contact the customer and arrange any refund due under applicable law.
We take reasonable care when preparing personalised orders. If we make an error when reproducing the information supplied, please contact us so that we can assess the issue and offer an appropriate remedy.
6. Letter Subscriptions
Subscription products are offered for the duration and at the price stated on the relevant product page.
The product description will specify the number of letters included, the applicable subscription period and the payment arrangements.
Unless expressly stated otherwise on the relevant product page, a fixed-term subscription is for the stated period and does not automatically renew.
Where a product uses recurring payments or an automatic renewal arrangement, the applicable billing frequency, price, renewal and cancellation terms must be disclosed before purchase.
Subscription letters are prepared individually. Delivery estimates and any requirements for personalisation will be communicated through the product description or relevant order correspondence.
If a subscription letter is delayed, omitted or incorrectly prepared, please contact us so that we can investigate and arrange an appropriate remedy.
Nothing in this section removes any statutory cancellation, refund or other consumer rights.
7. Postage and Delivery
Standard Delivery
Our standard delivery service is intended to use Royal Mail First Class. The actual postal service used will be confirmed by the applicable product or delivery information where necessary.
Standard postage will be included in the advertised product price where stated on the relevant product page. Any additional delivery charges will be shown before checkout.
At launch, we do not offer a separate express-delivery upgrade. If additional delivery options become available in the future, their prices and terms will be displayed before purchase.
Delivery Addresses
Customers must provide a complete and accurate delivery address at checkout. Letters will be sent to the shipping address supplied with the order, which may be the customer’s own address or the address of an intended recipient.
Customers are responsible for checking the delivery details before completing their purchase. If a delivery address needs to be changed, please contact The Letter Parlour as soon as possible. We cannot guarantee that changes can be made once an order has entered preparation or dispatch.
Dispatch and Delivery Times
Each letter is prepared individually. Estimated processing, dispatch and delivery times will be stated on the relevant product page or communicated to the customer.
Delivery estimates are provided as a guide and may be affected by postal service delays or circumstances beyond our reasonable control. We will make reasonable efforts to dispatch orders within the stated processing time.
Royal Mail First Class is not a guaranteed next-day delivery service. We cannot guarantee arrival on a particular date unless a specific guaranteed service has been expressly offered and confirmed.
Missing, Damaged or Incorrect Deliveries
If a letter does not arrive, arrives damaged or is delivered incorrectly, please contact us by email, quoting your order number.
We will investigate the matter and provide an appropriate remedy in accordance with applicable consumer law.
Customers are not responsible for delivery problems caused by our failure to dispatch an order correctly. Nothing in this section limits any statutory rights a customer may have.
8. Cancellations, Returns and Refunds
Our cancellation and refund practices comply with applicable UK consumer law.
Online Cancellation Rights
Consumers purchasing goods online generally have a right to cancel within 14 days of receiving the goods, subject to applicable statutory exceptions.
Where this right applies, customers must notify us of their decision to cancel within the applicable period. They will generally have a further 14 days to return the goods.
Personalised and Made-to-Order Goods
Some goods made to the customer’s specifications or clearly personalised may be exempt from the statutory right to cancel simply because the customer changes their mind.
Whether this exception applies depends on the nature of the product and applicable law. The fact that an item is handwritten or prepared after an order is placed does not automatically mean that it is exempt.
Where a cancellation exception applies, this does not remove a customer’s rights if the goods are faulty, misdescribed or otherwise do not conform to the contract.
Refunds and Returns
Where a customer has a statutory right to cancel, any refund will be processed in accordance with applicable law. This may include the cost of standard outbound delivery, where required.
Customers may be responsible for the direct cost of returning goods where the law permits this and the relevant information was provided before purchase.
Where goods are faulty, damaged, misdescribed or incorrectly prepared, customers retain their statutory rights and will not be required to waive those rights under this policy.
How to Request a Cancellation or Refund
Please contact us at the email address displayed on our website, stating your order number and the reason for your request.
We will explain the applicable process and arrange any refund or other remedy that is due.
9. Faulty, Damaged or Incorrect Orders
If an order arrives damaged, contains an error attributable to us or does not match its description, please contact us as soon as reasonably possible.
Please include your order number and a description of the problem. Photographs may help us investigate, where appropriate.
We will review the issue and offer an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include a replacement, repair where applicable, a price reduction or a refund.
Customers are not required to accept a replacement or store credit where the law entitles them to another remedy.
10. Customer Responsibilities
Customers must provide accurate order details, personalisation instructions and delivery information.
Customers must not use our service to request unlawful content or submit material that infringes another person’s rights.
We may contact customers where information is missing or clarification is needed. This may affect production and delivery times.
Any delay caused by missing information will be communicated where reasonably practicable. This does not remove any statutory rights a customer may have.
11. Intellectual Property
The Letter Parlour’s name, logo, branding, website text, original designs and promotional materials may not be copied or used commercially without our prior permission, except where permitted by law.
Customers retain responsibility for ensuring that any material they submit for reproduction may lawfully be used for their order.
We will use customer-supplied content as necessary to fulfil the order and provide associated customer service, subject to our Privacy Policy and applicable law.
12. Privacy and Personal Information
We collect and use personal information necessary to process orders, prepare personalised letters, arrange delivery, handle payments and respond to customer enquiries.
Information may include names, email addresses, postal addresses, order details and the content customers provide for their letters.
Personal information will be handled in accordance with our Privacy Policy and applicable data protection law.
We will not use personal letter content for unrelated promotional purposes without an appropriate lawful basis.
Customers should consult our Privacy Policy for further information about how personal information is used, retained and protected, and about their applicable data protection rights.
13. Circumstances Beyond Our Control
We will not be responsible for delays or failures caused by circumstances beyond our reasonable control, such as severe disruption to postal services or other significant external events.
Where an event affects an order, we will take reasonable steps to minimise the impact and communicate relevant information to the customer.
This provision does not exclude or restrict any consumer right or legal responsibility that cannot lawfully be excluded or restricted.
14. Complaints and Customer Support
If you have a question, concern or complaint about an order, please contact us using the email address displayed on our website.
Please include your order number and enough information for us to understand the issue.
We will review complaints fairly and make reasonable efforts to respond promptly and resolve matters appropriately.
15. Changes to These Terms
We may update these Terms and Conditions when necessary.
The version applicable to an order will generally be the version in force when that order was placed, unless a change is required by law or otherwise agreed with the customer.
Any changes will be published on this page with an updated revision date.
16. Governing Law
These Terms and Conditions are governed by the laws of England and Wales, subject to any mandatory consumer protections that apply.
Nothing in these Terms and Conditions limits or excludes any statutory rights that customers have under applicable law.
17. Contact Us
For questions about these Terms and Conditions, orders, cancellations or refunds, please contact:
The Letter Parlour
Email: [Insert your customer contact email]
Postal address: [Insert your business address]