​

Last updated: 30 July 2026

​

Because each Lantern Society letter is personalised and carefully prepared as a keepsake, we're unable to accept returns or offer refunds once an order has been placed. This is in line with UK consumer law, under which personalised and made-to-order items are exempt from the usual change-of-mind cancellation rights.

​

However, if your letter arrives damaged or an item is faulty, please get in touch within 14 days of receiving your order and we'll always make it right — whether that means sending a replacement or offering a refund where appropriate.

​

To report a faulty item, please email us at hello@lanternsociety.co.uk with your order number and a clear photograph of the issue.

​

Lost post

Because our letters are sent by standard untracked post, we can't always confirm where a letter is once it's on its way. If your letter hasn't arrived within the timeframes in our Shipping Policy, please contact us — while we can't offer tracking, we'll do what we reasonably can to help, and we'll always treat you fairly.

​

Cancelling a subscription

This policy covers individual letters and keepsakes. To cancel your ongoing subscription, you can do so at any time — please see our Cancellation Policy.

​

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015.

We take great care in preparing every letter, and we're here to help if something isn't quite as it should be.

​

Thank you for understanding, and for supporting a small, independent business.