Widerrufsrecht

Returns

If you change your mind, you can return your order to us within 30 days of receiving it for a refund. This is longer than the 14 days the law requires for online purchases.

To be eligible, cards must be unused and in the same condition you received them, with their envelopes and original packaging. Please email customer@remail.me with your order number before sending anything back, and we will send you the return address. Returns sent without contacting us first may not be accepted.

You are responsible for the cost of returning items to us, unless the item is faulty or we sent the wrong item. We recommend using a tracked service, as we cannot be responsible for parcels lost on their way back to us.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged or not what you ordered, email customer@remail.me within 30 days with your order number and a clear photo. We will offer a replacement or a refund, and we will cover the return postage if we ask you to send the item back. This does not affect your legal rights.

Items we cannot take back

We cannot accept change-of-mind returns on cards where we have handwritten a personal message for you, or on gift cards, unless they are faulty, damaged or not as described.

Refunds

Once we have received and checked your return, we will email you to confirm whether the refund is approved. Approved refunds are paid to your original payment method within 10 working days of approval, and in any case within 14 days of the day you tell us you wish to cancel (or, if later, once we have received your return or proof of postage). Your bank or card provider may take a little longer to show the payment. Refunds are made in the currency you paid in. Original delivery charges are refunded if you cancel the whole order. Return postage is not refunded unless the item was faulty or we sent the wrong item.

If you have not received your refund 15 business days after we confirmed it, please email customer@remail.me.

Trade orders

Wholesale and trade orders are covered by our wholesale terms. Please contact us about any problem with a trade order.

Your legal rights

Nothing in this policy limits your statutory rights, including your rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 in the UK, or equivalent rights where you live. If you are in the EU or UK, you may cancel within 14 days without giving a reason, and our 30-day policy is on top of that.

Your statutory right to cancel (UK and EU)

If you are a consumer in the UK or EU, you have a legal right to cancel your order within 14 days, starting the day you (or someone you nominate) receive the goods, without giving a reason. This is in addition to our 30-day return window above.

To cancel, tell us clearly by email to customer@remail.me, by post to the address below, or by using the form below. You can send your cancellation any time before the 14 days end. Please send the cards back to us within 14 days of telling us you wish to cancel. You pay the cost of returning them.

We will refund the price of the goods, and the standard delivery cost you paid, within 14 days of the day you tell us you wish to cancel. We may wait until we have received the goods back or you show proof you have sent them, whichever is earlier. Refunds go to the payment method you used. You are only responsible for any loss in value of the goods caused by handling beyond what is needed to check them.

The right to cancel does not apply to cards where we have handwritten a personal message for you, or to gift cards once the code has been issued.

Model cancellation form

Complete and return this form only if you wish to cancel. To: Remail Limited, 7 Bell Yard, London WC2A 2JR, United Kingdom, customer@remail.me. I hereby give notice that I cancel my contract for the sale of the following goods: [order number and items]. Ordered on / received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Signature (only if sent on paper): [signature]. Date: [date].

Who we are

Remail Limited, trading as Remail Cards. Registered in England and Wales, company number 14610323. Registered office: 7 Bell Yard, London WC2A 2JR, United Kingdom. Email: customer@remail.me.