Return Policy

Effective Date: 21 July 2025
Last Updated: 15 December 2025

At Remail, we take pride in the quality of our cards. As most of our products are personalised and made to order, our returns and cancellations policy reflects this.

Personalised and Made-to-Order Items

As per the Consumer Contracts Regulations 2013, we are unable to accept returns or offer refunds for personalised items unless they are:

Faulty
Damaged in transit
Not as described
Incorrectly fulfilled (e.g. wrong item)

If any of the above applies, please contact us within 28 days of receiving your order via our Contact Us page, or via our details below, with your order number and a clear photo of the issue. We will be happy to offer a replacement or refund, depending on the situation.

Non-Personalised Items

While personalised items are non-returnable unless faulty or damaged, we do accept returns of non-personalised products. If you change your mind about a non-personalised product, you may return it within 28 days of receipt for a full refund, provided it is unused, in its original packaging, and in a resaleable condition.

Please contact us before returning any item so we can provide the appropriate instructions. Return postage costs are the responsibility of the customer unless the item is faulty.

International Orders

If you are ordering from outside the United Kingdom, refunds will be processed in the original payment currency (GBP) and to the original payment method. Any differences in the amount refunded due to exchange rates or fees charged by your card provider are outside of our control.

Delivery charges and any customs duties, import taxes, or handling fees are non-refundable. Unless the item is faulty or incorrect, return shipping costs for international orders are the responsibility of the customer.

Refunds

If a refund is approved, it will be issued to your original payment method within 7 business days. Refund times may vary depending on your bank or payment provider.

Contact

For all return, cancellation, or refund queries, please contact us at:

By Email: customer@remail.me
By Post: Remail Limited, 7 Bell Yard, London, WC2A 2JR