Returns & Refunds

Your satisfaction matters to us. If something feels wrong with your order or experience, please contact us and we will review the situation carefully.

The Jerusalem Letters is a physical story experience, prepared and mailed one letter at a time. Because each letter is printed, prepared, and mailed individually, refund availability may depend on the order type and whether the letter has already been prepared or sent.

Letter One begins your chosen story.

If you need to cancel a Letter One order, please contact us as soon as possible.

If the letter has not yet been prepared or mailed, we may be able to cancel the order.

Once Letter One has been prepared or mailed, refunds may not be available.

Monthly subscriptions can be cancelled before the next billing cycle.

Cancelling a subscription stops future charges and future mailings.

Cancelling a subscription does not automatically refund payments that have already been collected, or letters that have already been prepared, mailed, or billed.

Complete Year orders are prepared as a full twelve-letter experience.

Refund availability may depend on whether the order has already been prepared, mailed, scheduled, or partially fulfilled.

Please contact us as soon as possible if you need help with a Complete Year order.

Once a physical letter has been prepared, printed, packed, or mailed, returns and refunds may not be available.

This helps protect the handmade nature of the project and the preparation time involved in each order.

If your letter arrives damaged, please contact us and include a photo if possible.

We will review the issue and help with the next step.

If a letter appears missing or lost in transit, please contact us with your order number.

We will review the shipment and help you continue the story as smoothly as possible.

Please make sure the shipping address is complete and correct before placing your order.

The Jerusalem Letters relies on the address provided at checkout.

If a letter cannot be delivered because of an incorrect, incomplete, or outdated address, refunds may not be available.

Contact us quickly if you notice an address mistake.

Some gift or order experiences may include digital extras, printable files, or downloadable materials.

Digital items are generally not refundable once delivered, downloaded, or accessed.

If you have a problem with an order, please contact us with your order number, the email address used at checkout, and a short description of the issue.

We will review your message and help with the next step.