Refund policy

At Department of Magical Letters, every letter is personalised and made to order specifically for your child. For this reason, we are unable to accept returns or offer refunds on personalised letters once production has begun, except in the following circumstances:

- The letter arrives damaged or defective.
- The letter contains an error that was made on our part (incorrect name, wrong letter template, printing error).

Damaged or Defective Items
If your letter arrives damaged or contains an error we made, you are fully covered by the statutory warranty (Gewährleistung) of 2 years. Please contact us at departmentofmagicalletters@gmail.com with a photograph of the issue, and we will reprint and resend your letter at no additional cost.

Note on shipping damage: If your letter was damaged in transit, we kindly ask that you notify us as soon as possible (ideally within 7 days of receipt). This helps us file a claim with the postal service. However, failing to report it within 7 days does not affect your statutory warranty rights in any way.

Customer Errors
Please note that errors in the personalisation information provided by the customer at the time of ordering (incorrect spelling, wrong details submitted) are not eligible for a free reprint under the warranty, though we will do our best to help wherever we can.

Cancellations Before Production
For orders that have not yet entered production, please contact us as soon as possible and we will do our best to accommodate any changes or cancellations.

Department of Magical Letters
departmentofmagicalletters.com