Refund policy

Refund Policy

We want every letter from Nanu to arrive safely and bring a little bit of magic to your home.

Damaged or Missing Letters

If a letter arrives damaged or does not arrive, please contact us and we will send a replacement at no additional cost.

Subscription Renewals

All subscriptions renew automatically unless cancelled before the renewal date.

Monthly subscriptions renew every month.

6-month subscriptions renew every 6 months.

12-month subscriptions renew every 12 months.

Cancellations

You can cancel your subscription at any time through your account.

Nanu's Letters are mailed in a monthly batch. If you do not wish to receive the next month's letter, cancellations have to be made before the 20th of the month.

Refunds

Monthly subscriptions can be cancelled at any time to prevent future renewals. To ensure your child is not included in the next month's mail-out, cancellations must be made before the 20th of the month.

As Nanu's Letters are personalised and prepared specifically for each child, refunds are not available once a payment has been processed or a letter has been prepared or posted.

6-month and 12-month subscriptions are paid upfront and are non-refundable. Cancelling a subscription will prevent future renewals but will not refund the current subscription period.

Shipping Details

Please ensure your shipping details are correct at checkout. If an incorrect address is provided and a letter has already been posted, we are unable to offer a refund or replacement for that month's letter.

Address Changes

If you move, please update your address through your account or contact us as soon as possible so future letters can be sent to the correct address.

Questions

If you have any questions about your subscription, please contact us and we'll be happy to help.