Refund policy

Cancellations & Refunds Policy

Last updated: September 1, 2026

Our Guarantee

Our customers' happiness and satisfaction are our top priorities. If you are dissatisfied, please let us know as soon as possible and we will do our best to help.

Under certain circumstances, we may issue refunds. If you've been approved for a refund by The Flower Letters support team, the relevant amount will be returned to the original payment method within 7–10 business days from the issue date.

In all cases:

Cancellations and refunds may only be requested by the purchaser of the order.
Refunds are not automatic with cancellations, but may be available upon request.
Once your first package has shipped, all shipping fees are non-refundable.

Our return and refund policies for specific products are below.

Letters

US Customers

30-Day Full Refund Guarantee

If you are dissatisfied for any reason with your story, please let us know within 30 days from the first letter's shipping date for a full refund and cancellation. You are welcome to keep the letters that have been delivered to you.

Refunds After 30 Days

Prepaid subscriptions. After the full refund guarantee expires (30 days), you may request a prorated refund of your subscription for up to 60 days from the date your subscription's first letter was mailed out.

After 60 days, refunds are not available for prepaid subscriptions. The remainder of the subscription will be mailed to the address provided unless you notify us otherwise.

Monthly subscriptions. After the full refund guarantee expires (30 days), refunds are not available for monthly payments already collected. We will, however, send you the remaining letters that have been paid for.

Although refunds are not available after 30 days from letter #1's ship date, you may cancel future payments at any time using the link below. Cancelling will not cancel or refund past payments already processed.

Please note that removing your payment method is not the same as cancelling a subscription.

Manage your monthly subscription

International Customers

International Prepaid Subscriptions

All international prepaid letter subscriptions have letters #1–#24 (Complete Set) mailed out in one trackable package.

A refund may only be issued if:

It is requested within 60 days from the order's ship date, and
The original package is returned to us undamaged and intact, and
Four letters or fewer have been opened. If five or more letters have been opened, no refund will be issued.

Any approved refund depends on the successful arrival of the returned products at our warehouse. The shipping fee for the original product is non-refundable, and return shipping is the responsibility of the customer.

To return for a refund, contact support@theflowerletters.com and follow these instructions:

Include all 24 letters that you wish to return
Include your order number, email, and first and last name
Indicate the reason for the return

Please send returns to:

ATTN: THE FLOWER LETTERS 1471 BUSINESS PARK DR, STE 110 OREM, UT 84058-2311

International Monthly Subscriptions

We no longer offer monthly subscriptions internationally. APO addresses are not considered international under USPS policies, and monthly subscriptions are still available for APO recipients.

APO Customers

APO Prepaid Subscriptions

All prepaid subscriptions going to an APO address have letters #1–#24 mailed out in a single trackable package (Complete Set).

A refund may only be issued if:

It is requested within 60 days from the order's ship date, and
The original package is returned to us undamaged and intact, and
Four letters or fewer have been opened. If five or more letters have been opened, no refund will be issued.

To return for a refund, contact support@theflowerletters.com and follow these instructions:

Include all 24 letters that you wish to return
Include your order number, email, and first and last name
Indicate the reason for the return

Please send returns to:

ATTN: THE FLOWER LETTERS 1471 BUSINESS PARK DR, STE 110 OREM, UT 84058-2311

APO Monthly Subscriptions

For APO addresses, monthly subscriptions are treated as regular subscriptions, with all 24 letters mailed twice a month according to our mailing schedule.

If you are dissatisfied for any reason with your story, please let us know within 60 days from the first letter's shipping date for a full refund and cancellation. You are welcome to keep the letters that have been delivered to you.

After 60 days from the first letter's ship date, refunds are not available for monthly payments already collected. We will, however, send you the remaining letters that have been paid for.

Although refunds are not available after 60 days from letter #1's ship date, you may cancel future payments at any time using the link below. Cancelling will not cancel or refund past payments already processed.

Manage your monthly subscription

Other Products

Applies to all customers.

Story and Voucher Redemption Codes

Refunds for unused story redemption codes are available for up to 60 days after purchase. Once a redemption code has been redeemed, refunds are not available.

Refunds are offered at the cost of the subscription price. If a tin was part of the order and is not returned, the tin will not be refunded (for example, bundles that include a tin plus a redemption code). The unused code and the tin, if purchased, must both be returned to receive the complete refund.

The shipping fee for the original product is non-refundable, and return shipping, if applicable, is the responsibility of the customer.

Digital Products

Instant download items are non-refundable.

The Garden

All sales associated with your Garden account are final. All purchases of digital content through The Flower Letters digital app — including story series, individual letters, and any other digital items — are final. Once a purchase is complete, the content is accessible through your account and the sale is not eligible for return or refund.

See the Sales Policy for The Garden.

Physical Non-Letter Products

Any physical product other than letters may be returned within 30 days (60 days internationally) from the selected ship date. If you are not completely satisfied, contact us to let us know you will be returning the product for a prompt refund or exchange.

The shipping fee for the original product is non-refundable, and return shipping is the responsibility of the customer.

Whether you are returning for a refund or an exchange, please include the following with the product you ship:

A copy of your order receipt in the box with the item you are returning
Your order number, email, date of return shipping, and first and last name
The reason for the return (damaged, cancelled, and so on)
Whether you would like a refund or an exchange

Refunds are processed upon receipt of the product, intact and unused. A refund will not be issued if the reason for return is an exchange.

Please send returns to:

ATTN: THE FLOWER LETTERS 1471 BUSINESS PARK DR, STE 110 OREM, UT 84058-2311

Exchanges and refunds may not be requested more than 30 days (60 days internationally) after the physical product's initial ship date.

Chargebacks & Disputes

If you experience an issue with your order or require a refund, please contact us at support@theflowerletters.com before initiating a chargeback with your financial institution. Resolving your issue directly with us takes only 7–10 business days, whereas a bank's formal chargeback process can take up to 90 days. Most disputes can be resolved quickly without involving your bank, and card issuers strongly recommend that customers attempt resolution directly with the merchant before filing a formal dispute.

Initiating a chargeback results in automatic cancellation of any and all products associated with the respective order.

A chargeback occurs when a cardholder bypasses The Flower Letters and disputes a transaction directly with their issuing bank. Upon filing, the disputed funds are deducted from The Flower Letters' account and temporarily credited to the customer while the bank reviews the case. This temporary credit remains in place until a final decision is reached, which can take up to 90 days.

Should you choose to file a chargeback, please review all of our policies, terms, and conditions, as any purchase constitutes agreement to these terms. The Flower Letters will submit all applicable evidence, including order history, previous communication, and fulfillment data, to dispute unauthorized chargebacks. Initiating a chargeback does not guarantee a refund, and customers have a significantly higher success rate by working directly with our support team than by waiting on a bank's resolution.

Questions

Samuel & Adelaide Company LLC dba The Flower Letters