DELIVERIES AND RETURNS
7.1 Letters are delivered through a standard sized letterbox by your local post. Proof of delivery is not obtained. Actual delivery times may vary for you depending on: our stock availability, your delivery address, when you make your selection, circumstances impacting delivery by the postage service. We reserve the right to use alternative delivery methods without prior notification
7.2 You will not hold us responsible for any delays, outside our control, which relate to the delivery of letters or product.
7.3 It is your responsibility to report all lost or undelivered letters or product within 7 days after dispatch date by email to . When a letter or product hasn’t yet been delivered seven days after shipment day and the correct process is followed, a replacement letter or product will be sent.
7.4 If you change address, you must update your personalisation portal in your account to ensure that no letters or product are sent out to the wrong address. Please ensure this is done in time to take effect before you move as you will not be refunded for any letters or product posted to the wrong location.
7.5 If you are dissatisfied with any product you receive from us, please contact our customer services team on . We retain the right to request a return of any faulty goods by recorded delivery, and the product will be inspected. If the fault is agreed, a full refund will be given for the returned goods. Nothing in this section affects your legal rights.
NON SUBSCRIPTION ORDERS
8.1 Non-subscription items are delivered by your local post. Proof of delivery is not obtained, unless deliveries are tracked. Actual delivery times may vary for you depending on:
our stock availability your delivery address your chosen delivery method and when you make your selection circumstances impacting delivery by the postage service. We reserve the right to use alternative delivery methods without prior notification
8.2 You will not hold us responsible for any delays, outside our control, which relate to the delivery of merchandise.
8.3 You may return any item to us for a refund within 14 days of receipt. Refund processing will be at our discretion. The customer must complete the return form available on our website. The item must be returned in its original packaging and condition. All postage costs are the responsibility of the customer.
8.4 Full purchase price of the item(s) returned successfully within 14 days of arrival will be credited to the account that was originally used to purchase the items.
CANCELLATION OF SUBSCRIPTION ORDER
9.1 You can cancel your deliveries from the Manage My Account page. Click on ‘Edit / Upgrade / Cancel’ and you’ll see the option to cancel. Then, click on ‘Cancel Subscription’ and simply follow the steps to cancel future orders. You will continue to receive letters for the paid subscription time-frame and no further charges will be made.
9.2 Once you have received the last letter of your paid subscription we will email you a final goodbye letter and delete all information in your personalisation portal within 30 days.
9.3 We reserve the right to terminate or restrict your use of our service, for any reason. One reason that we may do so is if we believe that you are in breach of any obligation under these Terms and Conditions. If we terminate your use of our service as a result of a breach of any obligation under these Terms and Conditions, such termination would be immediate and may be without notice.
9.4 As our subscriptions are made-to-order and personalised, they cannot be returned for any reason unless faulty due to the actions of Secret Protectors Club or its suppliers.