Refund Policy

At Escargot Post, every letter is created for one particular child. Here is what happens if something goes wrong.

Personalised products: no cancellation, no refund

Letters, subscriptions and gift cards are personalised with the child’s first name, last name and address. Under article L221-28, 3° of the French Consumer Code, they are not covered by the right of withdrawal: a confirmed order cannot be cancelled or refunded.

A problem with a letter?

• Letter not received 6 weeks after your order: write to us and we will send it again free of charge.
• Damaged letter: send us a photo and we will send it again free of charge.
• Our mistake (misspelt first name, wrong content): we will send you a corrected letter.
• Mistake in the details entered when ordering: we will send one letter again free of charge, once per order or subscription.

The gift card

It is valid for 1 year from the date of purchase. It cannot be exchanged for cash or refunded.

If a refund is due

If we have to cancel an order (for example, an address we cannot deliver to), you will be refunded to your original payment method within 14 days. How long it then takes to show on your account depends on your bank.

Contact us

Write to us at hello@escargotpost.com, giving your order number. The full terms are in the Terms and Conditions of Sale.