Refund Policy

You read the whole letter before you pay. That changes what a refund means here, so this page is short and specific.

Before we print

If you change your mind before your letter is printed, reply to your order email and we will cancel it and refund you in full. Once a letter has been printed we cannot cancel it, because it was made for one child and cannot be used for another.

Digital letters

Your download links are sent within minutes of payment. Because you approved the letter before buying it, we do not refund a digital letter because of its content. If a link does not work, or the file will not open, tell us and we will send a fresh link or refund you. Your choice.

Printed letters

• Arrived damaged, or with a mistake we made. We reprint and resend it at no cost, or refund you if you would rather.
• Has not arrived. Letter post is not tracked and can take longer than we would like. If it has not arrived 15 days after we mailed it, tell us and we will resend it. If a resent letter also fails to arrive, we refund you.
• Wrong address. If the address you gave was wrong, we will resend to the right one for the cost of the postage.

How to ask

Reply to any order email, or write to support@northpolebureau.com, within 30 days of your order. Tell us your order number. It starts with NPB. Refunds go back to the card you paid with and usually show within five to ten days.