Shipping & Returns
Last updated: 2 August 2026
Thank you for ordering from Letters From A Friend Abroad.This page explains when letters are prepared and mailed, how long international delivery may take, and what to do if your letter is delayed, lost, damaged, incorrect, or you need to cancel an order.
Monthly Availability and Order Deadlines
Each featured city is available for a limited time or until the available spaces sell out.The order deadline and the city included with your purchase will be displayed on the website or product page.Orders completed before the stated deadline will normally receive the featured city shown at checkout.Orders completed after a city has closed will begin with the next available city unless otherwise stated.Once a city closes, its original letter and envelope may no longer be available to new customers. Past letters may occasionally be reprinted, but their keepsakes, packaging, postcards, or other extras may be different from the original version.
When Letters Are Mailed
Each month’s expected mailing period will be displayed on the website or communicated by email.Letters From A Friend Abroad is a small, independently run mail club. Each envelope is prepared and packed by hand.Mailing dates are estimates and may change because of:Printing or production delaysDamaged or delayed suppliesTravel or relocationIllnessPostal availabilityCustoms requirementsSevere weatherCircumstances outside my reasonable controlIf there is a meaningful delay, I will do my best to communicate an updated mailing estimate.A mailing notification means that your letter has been handed over to the postal service or is being included in the applicable mailing batch. It does not mean that the letter has been delivered.
Where Letters Ship From
Letters may be mailed from Sweden, Serbia, Nigeria, Georgia, or another country connected to my location or the featured city.The country from which a particular letter is mailed may change from month to month.
Delivery Estimates
Most international letters arrive approximately two to six weeks after mailing.Some letters may arrive sooner, while others may take eight weeks or longer.Delivery times depend on factors including:The destination countryInternational and local postal servicesCustoms processingPublic holidaysWeatherTransportation disruptionsRemote or island delivery locationsIncorrect or incomplete addressesOther circumstances outside my reasonable controlEstimated delivery times are not guaranteed delivery dates.
Tracking
Letters are normally sent using standard international mail and real postage stamps.Unless tracking is specifically offered and purchased, your order will not include tracking.This means I may not be able to see:Where your letter is during transitWhen it enters your countryWhether it is being held by customsThe exact date it is deliveredInternational letters may also continue moving without receiving visible postal updates.
Customs, Import Taxes, and Handling Fees
International orders may be subject to customs processing, import VAT, duties, postal handling charges, or other fees imposed by the destination country.Unless expressly stated otherwise at checkout, these charges are not included in the purchase price and are the customer’s responsibility.Letters From A Friend Abroad does not control whether a destination country charges import fees and cannot guarantee that an order will arrive without additional charges.
Delayed Mail
International mail can sometimes take longer than expected.Please allow up to eight weeks from the mailing notification before considering a letter lost.You are welcome to contact me sooner if you have concerns, particularly if other customers in your area have already received their letters. However, I may ask you to continue waiting until the eight-week delivery period has passed before arranging a replacement.
Lost Mail
If your letter has not arrived eight weeks after it was mailed, please contact:lettersfromafriendabroad@gmail.comInclude your:
Full name
Order number
Mailing address
Featured city or membership month
When a letter is reasonably considered lost, I may offer you a choice between:
A replacement of the missing letter or envelope, where the necessary materials are still available; or
The letter or envelope from the next available featured city.
If you choose the next featured city, it will replace the missing letter rather than adding an additional letter to your membership unless otherwise agreed.A replacement may not contain exactly the same keepsakes, postcards, stamps, packaging, or extras as the original envelope if those materials are no longer available.If neither option can reasonably be provided, I will offer another appropriate remedy in accordance with applicable consumer law.
Damaged Mail
International mail may show normal signs of postal handling, including minor bends, stamp cancellations, small creases, scuffs, or markings on the outer envelope.These are not normally considered substantial damage.Please contact me if your order arrives with significant damage that affects the letter or major contents.Where photographs would help show the issue, please include clear photographs of:The outer envelopeThe damaged contentsAny postal or customs labelsDepending on the circumstances, I may offer:A replacementA replacement itemThe next featured cityA refund or price reduction where appropriateAnother remedy required by applicable law
Missing or Incorrect Items
Please contact me if:You receive the wrong featured cityYou receive the wrong membership optionA major item listed in the product description is missingYour order is substantially different from what you purchasedThe exact contents of Full Envelopes may vary between months and membership options. Small substitutions may also be made because of availability, damage, postal restrictions, customs rules, or destination requirements.
Address Accuracy
You are responsible for providing a complete and accurate mailing address.Please include all required information, such as:Recipient’s full nameStreet addressApartment or unit numberPostal codeCityState, province, or region where applicableCountryIf your address changes, update your account or contact me as soon as possible.I cannot guarantee that an address can be changed after an order has entered preparation or been mailed.A complimentary replacement may not be available if a letter is lost, returned, or misdelivered because:An incorrect or incomplete address was providedAn apartment or unit number was missingThe customer did not update their address before preparationThe letter was not collectedDelivery or customs charges were refusedIn these circumstances, I may offer to resend the letter if the customer pays the additional postage and any replacement costs.
Monthly Membership Cancellations
Monthly memberships renew automatically until canceled.You may cancel your monthly membership at any time to prevent future renewal charges.To avoid the next charge, cancel before your next billing date.Canceling your membership stops future renewals. It does not automatically cancel or refund an order that has already been charged, prepared, personalized, or mailed, except where required by applicable law.
Seasonal and Annual Memberships
Seasonal and Annual Correspondence plans are prepaid for the full period displayed at checkout.Unless the product page and checkout expressly state otherwise, prepaid Seasonal and Annual plans do not automatically renew.If a plan does renew automatically, the renewal period, price, and cancellation process will be displayed before purchase.Canceling an automatic renewal prevents the next membership term from being charged. It does not ordinarily create a partial refund for the prepaid term already purchased, except where required by applicable law.
One-Time Order Cancellations
You may request cancellation of a one-time letter before it has entered preparation or been mailed.Contact me as soon as possible at:lettersfromafriendabroad@gmail.comBecause materials may be printed, purchased, allocated, personalized, or packed before the mailing date, I cannot guarantee that a voluntary cancellation request can be completed after preparation has begun.This voluntary cancellation policy does not limit any statutory withdrawal rights that apply to your purchase.
Returns
Please contact me before returning an order.Do not return mail to the address printed on the envelope without first receiving return instructions. The mailing address used for a particular city may be temporary and may not be able to receive returned mail.Unless the return concerns a faulty, damaged, or incorrect order, the customer may be responsible for return postage where permitted by applicable law.Returned items should be protected appropriately and sent within the applicable return period.
EU and EEA Right of Withdrawal
Consumers in the European Union and European Economic Area generally have a legal right to withdraw from an eligible online purchase within 14 days without giving a reason, subject to exceptions under applicable law. For physical goods, this period generally begins after the goods are received.To exercise your right of withdrawal, email:lettersfromafriendabroad@gmail.comYour message must clearly state that you wish to withdraw from the purchase.You may use the model withdrawal form included in the Terms & Conditions, but you are not required to use that form.If you withdraw after receiving an eligible order:You may be required to return the order.You may be responsible for the direct cost of returning it.You should take reasonable care of the order while it is in your possession.A refund may be withheld until the returned goods are received or you provide evidence that they have been returned, where permitted by law.The statutory right of withdrawal may not apply to certain goods made to the customer’s specifications or clearly personalized, and other legal exceptions may apply.Nothing in this policy limits any mandatory consumer rights available under applicable law.
Refunds
Approved refunds will normally be issued to the original payment method.The time required for the refund to appear depends on the payment provider and the customer’s bank.Shipping charges, return costs, or other amounts will be refunded when required by applicable law.Discounts, gift cards, and promotional credits will be handled according to the terms applicable to the original purchase.
Contact
For questions about shipping, delivery, cancellations, withdrawals, lost mail, damaged mail, incorrect orders, returns, refunds, or address changes, contact:
Eliana Bergman
Letters From A Friend Abroad
Helsingörsgatan 6
164 44 Kista
Sweden