Refund & Return Policy

Effective Date: June 2026

Welcome to The Lost Stories of Willowgrove.

Every letter, illustration, keepsake, and package is thoughtfully designed, printed, assembled, and packed by hand in our small studio. Our goal is for every delivery to feel like opening a little piece of magic.

If something isn't quite right, we'll always do our best to help.

Returns

Due to the handmade and collectible nature of our products, we generally do not accept returns.

We gladly replace or refund items that arrive:

• Damaged during shipping
• Defective
• Incorrect due to our error

To request assistance, please email hello@loststoriesofwillowgrove.com within 14 days of delivery and include:

• Your order number
• A brief description of the issue
• Clear photographs of the item and packaging

Requests received after 14 days may not be eligible for replacement or refund.

Damaged or Incorrect Orders

If an item arrives damaged or you receive the wrong product, we will gladly provide one of the following, depending on availability:

• A replacement
• A replacement monthly installment
• Store credit
• A full or partial refund

Because many Willowgrove items are printed in limited quantities, exact replacements cannot always be guaranteed.

Subscription Policy

The Willowgrove Mail Club is a recurring subscription.

Your subscription automatically renews on your selected billing date unless cancelled before your next renewal.

By subscribing, you authorize recurring charges until cancellation.

You may:

• Cancel your subscription at any time
• Pause your subscription
• Skip a monthly shipment
• Update your shipping address before your next renewal

Changes must be made before your next billing date.

Once payment has processed for the upcoming installment, that month's package enters production and cannot be cancelled or refunded.

Cancellation stops future renewals only.

Subscription Renewals

Because every monthly installment is printed specifically for our subscriber count, subscription payments are non-refundable once processed.

If you forget to cancel before your renewal date, we'll still happily send that month's adventure your way, but we cannot issue refunds after production has begun.

Shipping

We currently ship within the United States and internationally.

Shipping estimates are not guaranteed and may vary due to:

• Postal delays
• Severe weather
• Customs processing
• Holidays
• Other events beyond our control

Once your order has been accepted by the shipping carrier, delivery is outside of our control.

Lost Packages

If your package appears lost:

Please first:

• Verify your shipping address.
• Check with neighbors.
• Contact your local postal carrier.

If your package still cannot be located after:

• 14 days beyond the expected delivery date (United States)
• 30 days beyond the expected delivery date (International)

please contact us.

We'll investigate the shipment and determine the fairest solution, which may include a replacement or store credit.

Incorrect Shipping Address

Customers are responsible for providing an accurate shipping address.

You may update your address through your customer portal before your next subscription renewal.

If an order is returned because an incorrect or incomplete address was provided:

• Additional postage will be required before the order is reshipped.
• Original shipping charges are non-refundable.

Unfortunately, we cannot replace or refund orders delivered to the address entered during checkout.

International Orders

International customers are responsible for any customs duties, VAT, taxes, import fees, or other charges required by their country.

These charges are not included in our prices.

Delivery times may vary due to customs processing.

Digital Downloads

Any digital files, printable content, bonus downloads, or downloadable companion materials are non-refundable once access has been granted, except where required by law.

Limited Edition & Seasonal Collections

Many Willowgrove items are produced in limited quantities or are exclusive to a particular monthly installment.

If an item cannot be replaced because it has sold out or is no longer available, we may issue:

• Store credit
• A comparable replacement item
• A refund, at our discretion

Order Cancellations

If you accidentally place an order, please contact us immediately.

Orders may be cancelled only if production has not yet begun.

Once an order has entered production, has been personalized, or has shipped, it cannot be cancelled.

Exchanges

We do not currently offer exchanges.

If there is an issue with your order, please contact us and we'll happily work with you to find the best solution.

Our Promise

Every order is prepared with care by a small creative business.

If something genuinely goes wrong, please reach out. We believe good customer service is just as important as good storytelling, and we'll always do our best to find a fair solution.

Contact Us

Questions about your order?

Email us anytime:

hello@loststoriesofwillowgrove.com

We'll respond as quickly as possible, typically within 2–3 business days.