Returns & Refund Policy

Last updated: 30th September 2025

At Love Through The Letterbox, we take great pride in hand making and personalising every pet treat box with care. Your satisfaction (and your pet’s tail wags!) are very important to us.

Because our products are personalised and often perishable, there are some restrictions around returns and refunds. Please read the policy below before ordering.

❌ Returns

Due to the nature of our products, we do not accept returns on:

Personalised items (e.g. boxes made with your pet’s name, preferences, or dietary needs)
Perishable goods (e.g. fresh treats, baked goods)

If your item arrives damaged or incorrect, please contact us within 48 hours of delivery and we will make it right.

💸 Refunds

Refunds may be issued in the following cases:

Damaged or Defective Items

If your treat box arrives damaged or something isn’t right, please email us at lovethroughtheletterbox@aol.com with the following:

Your order number
Photos of the item and packaging
A brief description of the issue

We will review and offer a refund, replacement, or store credit depending on the situation.

2. Order Errors (Our Fault)

If we made a mistake (e.g. wrong name, missing items, incorrect product), we’ll either:

Send a corrected item
Issue a full or partial refund
Offer store credit

3. Lost Parcels

If your parcel hasn’t arrived within 7 working days of dispatch (UK only), and it was sent via a tracked service, please contact us and we’ll help track it or arrange a resolution.

✅ Cancellations

We accept cancellations within 2 hours of placing your order. After that, your order may have already entered production and may not be eligible for cancellation or refund.

To request a cancellation, email lovethroughtheletterbox@aol.com as soon as possible with your order number.

⚖️ Your Consumer Rights

This policy does not affect your statutory rights under UK consumer law.

📩 Contact Us

If you have any questions about this policy or need help with an order, please reach out:

📧 lovethroughtheletterbox@aol.com

📞 07901506504