Account & payment
How do cancellations and refunds work?
An eligible postcard cancelled while waiting for its address is refunded at its recorded price. For other order problems, contact us so we can assess what happened.
Updated
A postcard still waiting for an address
Use the cancellation action if your order offers it. If an eligible postcard reaches its address deadline without a confirmed address, it is cancelled automatically and its allocated payment is refunded.
Other cards in the same order keep their recorded prices. You can check the refund state in the order.
A missing, damaged or incorrect card
If a postcard didn’t arrive, arrived damaged or isn’t right, open it in My orders and choose Didn’t arrive? Let us know, or email hello@smail.cards with your order reference. We review the order and, for eligible non-delivery cases, provide one complimentary replacement postcard. A complimentary replacement is separate from any refund or other remedy you are entitled to by law. Personalisation does not remove your rights for faulty or undelivered goods. Read our delivery promise. An already released or uncertain print submission may require review before cancellation.
Where a refund goes
Refunds go back to the original payment method. For card payments, Stripe advises allowing approximately 5–10 business days for the credit to appear, depending on your bank. A quick refund may instead remove the original charge from your statement.
A refund marked pending is still being processed. If the expected time has passed, contact us with your order reference so we can check it. See Stripe’s refund information.
See how postcard delivery works for the journey after checkout. Also read our Terms and Conditions for applicable terms and consumer rights.