My postcard hasn’t arrived

Check these three things

1. Open My orders and choose the postcard. Check whether it is still waiting for an address or your approval.
2. Check the full recipient address, including apartment or unit number and postal code.
3. Compare the postcard’s journey with its estimated arrival window, allowing for weekends, public holidays and postal delays. Dates are estimates, not guaranteed arrival dates.

No recent update?

Postcards travel as ordinary post, so there may be no update between posting and arrival. Expected to have arrived means the estimated window has passed. It does not confirm that the recipient has the card. Ask them to check their post, neighbours or building mailroom, then let us know.

Tell us it didn’t arrive

Open the postcard in My orders and choose Didn’t arrive? Let us know. Pick the postcard, tell us what happened (it hasn’t arrived, it arrived damaged, the address was wrong, or something else) and add a note if it helps. You’ll get an email with a reference number.

You can also email hello@smail.cards with the order reference, the recipient’s name and the issue. A photo helps if the card arrived damaged.

What happens next

We review the order and check the postcard’s journey with our suppliers. For eligible non-delivery cases we provide one complimentary replacement postcard: the same design and message, with nothing to pay. We’ll email you a link to confirm the address, and you can correct it there if the first one was wrong. A complimentary replacement is separate from any refund or other remedy you are entitled to by law. Read our delivery promise. It does not affect your statutory consumer rights.

Damaged or wrong address?

Report it the same way and choose the reason. We look at each case and explain the next step.

For the full journey from checkout to delivery, read how postcard delivery works.