Refund policy

Returns & Refunds

Every Starheld letter is written for one person, for one moment. It's personalised from the answers you give us, and - depending on which letter you choose - handwritten by hand. Because of that, we don't offer a standard "change your mind" return the way you would with an off-the-shelf product.

If something's gone wrong on our end, we'll make it right. That means:

• Your letter arrived damaged or in poor condition
• Your letter was lost in the post
• We made a mistake - wrong name, wrong details, wrong Moment

If there's a problem, let us know within 14 days of when your letter was due to arrive, and we'll sort it - reprint or refund, your choice.

Get in touch

Email pamela@starheld.co.uk and you'll hear back from me directly within 48 hours. Every message goes to a real person - no ticket queue, no bot.