Refund policy

Refund Policy

Every card is personalized and made to order. Under consumer law in most jurisdictions, including the EU and UK rules on personalized goods, custom items are exempt from standard return rights once production has begun. Here is exactly how we handle every situation.

Cancellations and changes

Contact support@thewrittenhug.com immediately with your order number. If production has not started, we will change or cancel and refund in full. Orders often enter production within hours, so we cannot guarantee changes after checkout.

Our mistakes, our cost

If your card arrives misprinted, smudged, damaged, on the wrong design, or otherwise different from what you ordered due to an error on our side, we will reprint and remail it free or refund you in full, your choice. Contact us within 14 days of the expected delivery date, with a photo if possible.

Typos in your message

We print your message exactly as you typed it. Errors in the text you submitted are not defects, but contact us anyway; if the order has not entered production we will fix it free, and if it has already mailed we will offer a discounted resend.

Lost in the mail

Standard cards travel untracked. If a US card has not arrived within 10 business days of mailing, or an international card within 25 business days, contact us and we will reprint and remail it once at no cost. Claims must be made within 60 days of the order date.

Incorrect or incomplete address

We mail to the address you provide. Cards that fail to arrive because of an incorrect or incomplete recipient address are not eligible for a refund, but we will offer a discounted resend to the corrected address. If a card is returned to us as undeliverable, we will contact you to arrange a resend.

How refunds are paid

Refunds go to the original payment method, normally within 5 to 10 business days of approval, depending on your bank.

Chargebacks

Please contact us before disputing a charge; we resolve nearly every problem faster than a chargeback can. Fraudulent chargebacks may result in a ban from the service.

Contact. support@thewrittenhug.com

Last updated June 2026.