Refunds & Delivery
Last updated: 22 July 2026
The short version: if something goes wrong with your order, email us and we will fix it. If we can't fix it, we'll refund you.
How delivery works
Lettera is an instant digital product. As soon as Stripe confirms your payment you are returned to the site and your file downloads — usually within seconds. Nothing is shipped, and there is no waiting.
If your download fails
Occasionally a browser closes, a connection drops, or a phone runs out of storage mid-download. If that happens, email hello@letteradesigns.com with the receipt Stripe sent you and we will re-deliver your file. There is no time limit on this and no charge.
Refunds
Because each portrait is composed to order from your photograph and your words, finished files are generally not refundable once delivered — in the same way a personalised engraving isn't returnable.
That said, we would rather have a happy customer than a kept payment. We will refund you in full if:
- You were charged but never received a usable file, and we can't fix it.
- You were charged more than once for the same order.
- The file is corrupt, or materially different from what the preview showed.
And before it comes to a refund, we will happily re-render your portrait free of charge if you're unhappy with how the composition turned out — different text, different density, different crop. Most concerns are solved this way in a single email.
Please use the preview
The live preview on the site shows exactly how your photograph will render before you pay. Some images translate to text beautifully; others — very dark, very busy, or very low-resolution photographs — do not. We can't refund simply because a photograph didn't suit the medium, so please do take a moment with the preview first. If you're unsure, email us the photo and we'll tell you honestly whether it will work.
How to request a refund
Email hello@letteradesigns.com with your Stripe receipt or order ID and a sentence about what went wrong. We aim to reply within two business days. Approved refunds go back to your original payment method and typically appear within 5–10 business days, depending on your bank.
Chargebacks
If there's a problem, please email us before filing a chargeback with your bank. We can almost always resolve it faster, and it costs us a fee even when the claim is later withdrawn. We're a small studio and we genuinely will make it right.