FAQs

We want to ensure that you receive the very best service from us and that you enjoy using and ordering from our site. If you have any questions or just want to chat about our products, please do get in contact. We try to provide as much information as possible to answer all your questions but sometimes we know that you may not be able to find what you are looking for.

Can I change my delivery address

We can alter your delivery address as long as your order has not already been dispatched. Please contact us at askaquestion@theletteroom.com or telephone 01264 355488

What happens if my order is sent out in two separate deliveries – do I have to pay postage twice?

Sometimes your order will be sent in more than one parcel , however you will only be charged one postage cost.

As we sell so many different products, we have more than one warehouse. Some of our personalised products are made in our other warehouse , whilst others are crafted by experts in their workshops, dotted up and down the country.

We try to put as many of your products as we can into the same parcel but if the item is at another warehouse or takes a little longer to make, we aren’t able to do this. On these occasions, we’ll send the items in separate parcels to save you waiting longer than is necessary.

How will my order be delivered?

We use Interlink and RoyalMail for our deliveries services , we don't offer tracking on our standard delivery charge.

For those times when you’re in a real rush, and need your order tomorrow, we'll send your parcel via courier to ensure guaranteed next day delivery. 
Our Next Day service is only available on selected gifts, as we need a little extra time to create some of our personalised products. We’ll always let you know on the product page itself when it’s possible to choose this service.
This service costs £7.95 per order and delivery is only available between Monday and Friday.
Please note that orders placed on a Friday before 3pm will be delivered on the following Monday. Orders placed on a Saturday/Sunday will be delivered on the following Tuesday.
 
Please allow an extra day for delivery to Northern Ireland and addresses in the northern parts of Scotland.

Can I add an extra item to my order?

If you wish to add an item to your order, you can add it provided it has not already been packed. Please phone us to check and so that we can take payment for the additional items as we do not store your card details or have access to the card details for security reasons. telephone 01264-355488.

How do I return items to you?

Please see above for information on our Returns Policy. With the exception of faulty items or goods damaged in transit, please note that we are not responsible for return postage.

Once you have contacted us, please ensure that you include the Returns Slip within the parcel and return your parcel using the method listed below:

Return using Royal Mail

Please use the returns label at the bottom of the invoice or return the parcel to THE LETTEROOM LTD UNIT 2 SOPWITH PARK ANDOVER SP10 3TS

We recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us.

Please note that it can take up to 21 days to process a return.

Please note all personalised made to order products are non- returnable 

What’s your return policy?

OUR RETURNS & EXCHANGES POLICY IS QUIBBLE FREE

We want you to be happy and delighted with your product(s). If anything you buy fails to hit the mark, send it back. Our returns policy is quibble and hassle free! We will refund your card / or replace your item, whichever you prefer.

If you wish to return an item, or In the unlikely event that a parcel arrives damaged or faulty, you should contact us within 7 days of receipt on 01264 355 488 Monday – Friday 9am-5pm or by email: orders@theletteroom.com. Please note that all items should be returned within 20 days of receipt in a resaleable condition. Made-to-order and personalised items may only be returned if they are found to be faulty.

Where possible, we would ask that you return the item(s) with the original packaging. With the exception of faulty items or goods damaged in transit, we are not responsible for return postage. Please ensure that you include the Returns Slip, and we would recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us. Return items to THE LETTEROOM, UNIT 2 SOPWITH CLOSE, ROYCE CLOSE, ANDOVER, HAMPSHIRE, SP10 3TS unless otherwise advised.

If you are an overseas customer, please either call us on +44 1264 355 488 or email: orders@theletteroom.com for information on how to return items to us.
Please note all personalised made to order products are non-returnable

How long will it be before I get my money back?

Please note that it can take up to 21 days to process a return. But we always endevour to get your money back to you as soon as possible .

I have requested a replacement item. How long will that take?

Where possible, we would ask that you return the item(s) with the original packaging. We may, in certain circumstances request a photograph to allow us to see the item you are seeking to replace.  With the exception of faulty items or goods damaged in transit, we are not responsible for return postage. Please ensure that you include the Returns Slip, and we would recommend that you obtain a Certificate of Posting in case for whatever reason the parcel(s) fails to reach us. Return items to THE LETTEROOM, UNIT 2 SOPWITH CLOSE, ROYCE CLOSE, ANDOVER, HAMPSHIRE, SP10 3TS unless otherwise advised.

If you are an overseas customer, please either call us on +44 1264 355 488 or email: orders@theletteroom.com for information on how to return items to us.

once your item has been received back we ain to dispatch non-personalised replacements within 2 days & personalised items within 2 days after the remake time ( 2-5 days)

What is your VAT number?

Our VAT number is 994 606280

I would like to be kept informed of new products and news. How can I be added to your mailing list?

Please go to the sign up page  for newsletter treats.

I no longer wish to receive your newsletters – how do I stop them?

please email on askaquestion@theletteroom.com and we will remove your details 

How do I know that my credit card details are secure with you?

We respect your privacy and will treat all your personal information as confidential. We promise not to sell, disclose or distribute information about you as an individual other than for the sole interest of administering your order and ensuring that we provide the very best service to you. All information is stored on a secure server and we respect the tems of the UK Data Protection Act 1998. We only use your personal information under the following circumstances:

i. to administer your account and for this purpose we may disclose your details to our third party service providers/ suppliers for the sole purpose of processing your order;
ii. contact you if there are any problems with your order;
iii. to further administer this Website and it contents for the purpose of improving your shopping experience with us;
vi.  with your consent, to notify you of products, special offers or events that may be of interest.

By ordering from us, you agree that you do not object to us contacting you for any of the above purposes whether by telephone, email or in writing. By creating a shopping account with The Letteroom, you will be given the option to receive information from us which we feel may be of interest to you. If you do not wish to receive information from us, please ensure that you tick the appropriate box. You may also unsubscribe from our contact list or change any of the information we keep about you by sending an email to orders@theletteroom.com or by signing into your account and administering the basic information we hold about you.

In addition to the information which you supply to us, information and data may be automatically collected through the use of cookies. Cookies are small test files the site can use to recognize repeat users and to allow us to observe behaviors in order to improve the site for you.

What else can I do to increase security?

For additional security we utilise 3-D Secure. It is like a Chip & PIN for online purchases designed to protect the consumer and merchant by asking a secret password and a personal message during the transaction process. Developed by Visa (Verified by Visa) and MasterCard (SecureCode) and used by most retailers, it has rapidly become a widely accepted standard.

Do you deliver outside of the UK?

We are now able to send most of our items to addresses outside of the UK. There are still a few items that we can’t send to international addresses though, so please email us on askaquestion@theletteroom.com  and we will discuss delivery options with you in more detail.

There is an additional postage charge when we deliver to an address outside of the UK so please contact us with details of the gift you’d like and the delivery destination and we’ll let you know how much the postage will be.

Oh no! I’ve made a mistake with my order, can I change it?

Mistakes happen and we’ll try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

If you spot the mistake within two hours of placing your order,we will try to make the correction. 

If it’s been more than two hours since you ordered your gift, then please phone us and we’ll do our very best  to change the personalisation but we cannot guarantee. ;Please  call us on 01264 355 488 

I want to write my message in French with punctuation ?

We’re hoping to offer special characters and symbols (such as accents on letters) in the future, however this isn’t something our system can support at the moment.

There isn’t enough space in the box for my personalisation !

Wondering why you can’t add more than two characters? Even though the gift you’ve chosen looks like it has space for a few extra characters, our designers have spent a long time deciding upon the final character limit.

Each personalised gift on our site goes through various design stages, with the product designers testing the position of each character. The final character limit is the one our designers think looks best on the product, and we think it’s wise to trust their opinions!

Can I cancel my order ?

Please phone us immediately (our telephone number is  01264 355 488 ) and we’ll try to cancel your order before it is sent to our production team.

We need to cancel the order within two hours of you placing it through our website, so please phone us rather than sending an email.

Unfortunately, once an order has been received by our production team we can’t cancel it.

Bulk or Corporate order discounts ?

We do offer a discount if you’re buying in bulk, so please get in touch and we’ll let you know how much you’ll save.

askaquestion@theletteroom.com

Waiting for an email reply ?

We’re sorry that you haven’t received a reply yet, we know it’s frustrating.

Have you checked your email junk folder? Sometimes emails from us are automatically filed in your junk folder (depending upon the email provider you use, this folder may be called ‘spam’) so it’s worth checking there.

We try to reply to emails within 48 hours and we’re sorry if it’s been longer than this. Please get in touch again  and we’ll do our best to solve the problem.