Shipping
Included with the Monthly plan. Dispatched by Royal Mail second class. Typically arrives within two to three business days.
Included with the Annual Gift plan. Dispatched by Royal Mail Tracked 24 for next-day delivery, ensuring your gift arrives on time.
When your letters are dispatched
Letters are dispatched in pairs — two per month — according to your chosen start date. You will receive a dispatch notification by email when each pair leaves us.
Delivery area
Letters from Emma delivers worldwide. Standard postage is included in the subscription price for all UK addresses, including England, Scotland, Wales, and Northern Ireland. Subscribers within the European Union receive letters at no additional postage cost. For addresses outside the UK and European Union, an additional delivery charge applies — the exact amount will be shown at checkout based on your location.
What arrives in the post
Each delivery contains two letters sealed in individual envelopes, addressed to you personally. Depending on the episode, a delivery may also include a small enclosure — such as a pressed flower, a calling card, or a map — that forms part of the story. Everything is packaged to protect the contents during transit.
Missed or delayed deliveries
Royal Mail delivers to most UK addresses Monday to Saturday. If a delivery is delayed beyond five business days from your dispatch notification, please contact us and we will investigate. If a letter is confirmed lost in transit, we will send a replacement at no charge.
Change of address
If you move home during your subscription, please update your delivery address by contacting us at least five business days before your next dispatch date. We cannot redirect letters once they have been handed to Royal Mail.
Returns & Cancellations
Cancel any time. Your subscription continues to the end of the paid period. No further charges are made.
Cancel within 14 days of purchase for a full refund, provided no letters have been dispatched. After 14 days, pro-rata refunds may apply.
Gift subscriptions are non-refundable once the first letter has been dispatched to the recipient.
Your right to cancel — UK consumer law
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel a digital or subscription service within 14 calendar days of purchase without giving a reason (the "cooling-off period").
Because Letters from Emma is a physical goods subscription, this right applies as follows:
- If no letters have been dispatched, you may cancel within 14 days for a full refund.
- If letters have been dispatched within the 14-day window and you requested immediate fulfilment at checkout, we reserve the right to deduct the cost of letters already sent from your refund.
How to cancel
To cancel your subscription, please contact us with your name and the email address used at purchase. We will confirm your cancellation within two business days and process any applicable refund within 14 days.
Cancellations cannot be processed by replying to dispatch notification emails.
Damaged or incorrect letters
If a letter arrives damaged in transit or you receive incorrect content, please contact us within 7 days of delivery with a description and, where possible, a photograph. We will send a replacement at no charge.
Refund processing
Refunds are returned to the original payment method. Please allow 5–10 business days for the refund to appear in your account once processed, depending on your bank or card provider.
Questions?
See our FAQ or contact us directly.