HELP & SUPPORT

Everything you need to know about your story experience, from ordering and gifting to shipping and The Garden.

Frequently Asked Questions

Stories & Suitability
Ordering & Gifting
Returns & Refunds
Shipping
Support
Billing
The Basics

The Basics

01

  • The Pen-Pal Letters is a twelve-month pen-pal relationship experience that brings a captivating story to life through beautifully handwritten in cursive letters mailed directly to your mailbox. Over the year you'll receive 24 mailings — two mailings each month — along with keepsakes and period extras like fashion plates, postcards, and small mementos that carry the story forward.

  • Twenty-four letters mailed over twelve months, each a handwritten is cursive letter with story extras — swatches, fashion plates, postcards, and other keepsakes.

  • Please visit our Letters page for our most up to date pricing.

  • Each Pen-Pal story is a single, self-contained experience — nothing renews automatically. When you're ready for another, you can begin a new Pen-Pal story at any time, and you're welcome to enjoy several at once or one after another.

    Please note that monthly subscriptions have a total of 12 charges. After the 12 charges, the subscription is not automatically renewed.

Stories & Suitability

02

  • Our stories are family-friendly, they are written with a young adult female audience in mind and are generally suited to readers ages 10 and up. Some include light romance and, themes such as growing up to be a young woman. Historical subjects such as war are handled meaningfully and with care, never gratuitously.

    A point to consider is that all of our pen-pal stories are written in cursive on the front of the page and matching plain text on the back, so reader(s) can learn how to read cursive.

  • Not at this time — our stories are currently available in English only.

  • We don't currently offer larger-print letters, and the handwriting-style may vary from story to story. Many readers enjoy pairing their letters with a lighted magnifying reader. The letters have a print font on the back of the page that you can magnify.

Ordering, Gifting & Receiving

03

  • Choose the pen-pal story, the first letter's shipping date and payment option on the order page. At checkout, enter the shipping address, add your billing details, and complete your purchase. That's it — the first letter will be on its way.

  • Order just as you normally would but enter your recipient's mailing address as the shipping address and your own information for billing. You can also send a printable gift introduction so they know the letters are coming.

    The story will then be mailed directly to your recipient.

  • Place a separate order for each recipient, entering each person's mailing address at checkout. This keeps every subscription tied to the correct address.

  • Email support@lettersoflove.net with your order number, the recipient's name, the story, the address, and the change you'd like. Please allow 1–3 business days for a reply and we'll help you the best we can!

  • Email support@lettersoflove.net with your order number, recipient name, story, and both your former and new address. We recommend giving us about three weeks' notice before a move.

    Updating your address with the post office or in your account settings does not automatically update it with us — please notify us directly so your letters aren't delayed.

    Also, while we encourage you to change your information on your online account, you must still notify support@lettersoflove.net so that we may update your address across our platforms.

  • Yes! If you would like to gift a subscription anonymously, follow the order process as normal without letting your recipient know of the gift. The packages/letters will not contain any of the purchaser's information.

    We understand that the anonymity of gift giving is important to some of our customers and we want to make sure that we handle these situations in a way that is most comfortable for the purchaser as well as the recipient. If the recipient reaches out to ask who the gift was from, we will reach out to the purchaser and let them know of their request. We will do our best to conceal your identity as the Gift Giver while maintaining the safety of the recipient. As such, this means that if the recipient expresses any safety concerns or feels uncomfortable with the anonymity, then we will let them know who purchased this gift. This may sometimes occur without first letting the purchaser know of their request.

  • No. Any and all billing related to the purchase will not be mailed to the recipient at any time.

  • At this time we do not offer gift messages, but you are more than welcome to send your recipient a printable gift introduction so they know the letters are coming.

  • You may have received the Pen-Pal letters from a close family member or friend! Please be assured we do not send letter subscriptions unsolicited. If you would like to know the identity of your gift giver, contact support@lettersoflove.net and we would be happy to contact your giver to receive permission to reveal their identity. Our company policy is to respect the privacy of our customers, unless this puts the recipient in an uncomfortable position. If so, please just let us know. We sincerely hope you enjoy your gift subscription to The Flower Letters!

  • If you, as a gift recipient, would like to cease receiving letters, please let your gift giver know so they may contact us, or let us know directly at support@lettersoflove.net. If contacted directly by the recipient, we will then change the delivery address to the purchaser's address. At this point, we will notify the purchaser of this change to see how they would like to proceed.

    Cancellations and refunds may only be requested by the purchaser.

Shipping & Delivery

04

  • Your first letter is mailed on the date you choose at checkout. Unless another option is chosen at checkout, it is mailed via USPS First Class Mail and arrives between 2 and 10 business days after your ship date.

    Your remaining 23 mailings are mailed by regular mail twice each month, arriving steadily across your twelve-month experience. See our mailing schedule for the full calendar.

    First-Class letter mail does not include tracking. If you'd like to follow your first letter's journey, simply choose the upgraded tracked shipping option at checkout (highly recommended).

    For International and APO Prepaid subscriptions, all 24 letters (Complete Set) will be shipped to you in a single tracked package within 1–3 business days from the selected ship date. Delivery will then be within a 2 week period from that date.

  • You'll receive tracking if you choose the upgraded tracked shipping option at checkout. Your free First-Class letter #1 and your ongoing monthly letters travel by regular mail without tracking.

    International and APO Prepaid letter subscriptions are shipped with all 24 letters (Complete Set) in a single tracked package.

  • Yes — we ship to many countries around the world. For international orders, only Prepaid letter subscriptions are offered; however, your entire story ships together: all 24 letters (Complete Set) arrive in one tracked package rather than month by month, so you'll have the whole experience in hand and can open each one whenever you like.

    Orders are typically processed by the carrier within 1–3 business days from the selected ship date, and delivery times vary by destination. International pricing varies, and customs fees may apply. We do not offer Monthly letter subscriptions internationally.

  • We do ship to APO addresses! However, in order to ensure better delivery, APO Prepaid subscriptions are processed the same as international subscriptions. This means that all 24 letters (Complete Set) are mailed in one trackable package to the delivery address.

    If a Monthly subscription is purchased for an APO address, this will be treated as a regular subscription, and all 24 letters will follow our mailing schedule.

  • Please allow up to 2 weeks from each letter's respective mail date for U.S. delivery. If a letter still hasn't arrived, email us and we'll gladly help.

    If a letter is lost, delayed, or damaged through our error, we'll resend it at no cost.

    Letters that need resending due to an incorrect or outdated address may be reissued for $5 each within the U.S. ($7 internationally). Please see our Shipping Policy for further information.

Billing, Subscriptions & Cancellations

05

  • For a monthly subscription, you can update your card in your subscription portal — visit Manage Your Subscription and sign in with the email from your order (no password needed) to update your payment details. If you'd like a hand, email support@lettersoflove.net and we'll help.

  • Visit Manage Your Subscription — no password required. Enter the email you used to purchase and you'll receive a four-digit access code by email to complete your cancellation.

    Ensure that the cancellation is fully processed — simply removing your payment method will not cancel your subscription.

  • Email support@lettersoflove.net with your order number, recipient name, and story, and we'll take care of it. Please allow 1–3 business days for a reply. (See our Cancellations and Refunds Policy for how prepaid refunds work.)

  • If you'd like to reactivate your monthly subscription, please log into your account to do so at Manage Your Subscription.

    Please note that we must be notified via email (support@lettersoflove.net) when a subscription is reactivated so that we can update this across all of our platforms. Please include the following information in your email:

    • The order number and email address associated with the order

    • The name and address associated/printed on the envelopes

    • The name of the subscription and which letter was last received

  • Each story is a single, self-contained experience — nothing renews automatically. When you're ready for another, you can begin a new story at any time, and you're welcome to enjoy several at once or one after another.

    Please note that monthly subscriptions have a total of 12 charges. After the 12 charges, the subscription is not automatically renewed.

Returns & Refunds

06

  • 30-Day Satisfaction Guarantee (letters, US and APO Monthly only). If you're not delighted with your story, let us know within 30 days (or 60 days for APO monthly orders) from your first letter's ship date for a full refund — and you're welcome to keep any letters already delivered. Shipping charges are non-refundable.

    After 30 days:

    • Monthly — payments already collected aren't refundable, but we'll send the letters those payments cover.

    • Prepaid — a prorated refund is available for up to 60 days; after 60 days the remainder of the story mails to the address on file.

    International and APO Prepaid subscriptions — your Complete Set (all 24 letters) must be returned to us in order to receive a refund and cancellation. No more than 4 letters may be opened. This must be requested within 60 days from the order's ship date.

    Please see our Cancellation and Refunds Policy for further information.

  • Yes! You may change stories within 60 days from the first letter's shipping date.

    • If you are a US or APO Monthly customer, you may change stories for the cost of $5 per letter already sent or processed.

    • Exchanging stories is available for international and APO Prepaid customers if all 24 letters (Complete Set) are returned to us. A story exchange request may only be approved/processed if 4 letters or fewer have been opened.

    After 60 days from the first letter's ship date, changing stories is not available.

    If you would like to exchange a story, please contact us at support@lettersoflove.net. For more information, see our shipping policy.

Support & Community

07

  • Email us at support@lettersoflove.net — it's the fastest way to reach us, and quicker than social media. Please allow 1–3 days for a reply and keep your messages within a single thread so nothing gets delayed.

  • Join our Facebook Community Group, where readers share photos, ideas, and their own experiences with the letters.

  • Not at this time — but we're always grateful for your interest in the world of Letters of Love.