FAQs
100 questions, answered.
Everything we get asked, grouped by topic. If yours is not here, email [email protected] and a person will reply.
Ordering and despatch
10 questions
What time is the despatch cutoff?
Orders paid before 3:00pm on a working day are printed and handed to Royal Mail the same day. After that they go with the next working day's post.
Do you post at weekends?
No. We despatch Monday to Friday. An order placed on a Saturday goes out on the Monday, assuming it is not a bank holiday.
What happens on bank holidays?
We follow the Royal Mail calendar. If there is no collection, your letter waits for the next working day.
How quickly can a letter arrive?
The fastest option is Special Delivery, guaranteed by 1pm the next working day if you order before 3:00pm.
Can I choose a future posting date?
Not yet. Every order goes out on the next available despatch. Scheduled sending is on the roadmap.
Is there a minimum order?
No. You can send a single letter, and there is no subscription or monthly fee.
Is there a maximum?
A single letter can run to 200 pages. Above that, or for a large mailing run, email [email protected] and we will handle it as a batch.
Can I send the same letter to several people?
Bulk sending to a list is in build. For now, email [email protected] with your list and we will quote it.
Will I get a confirmation?
Yes. You receive an email with your order reference as soon as payment is taken.
Can I cancel after ordering?
Up until the letter goes to print, yes. Once it has been printed and franked we cannot retrieve it from the postal system.
Pricing
10 questions
How much does a letter cost?
From £2.99 for a single black and white page sent Second Class, including printing, the envelope and the postage.
What is included in the price?
Printing, folding, the envelope, and the postage. There is nothing else to pay.
Are there any hidden fees?
No. There is no service fee, no card surcharge and nothing added at the payment step. The price you are shown is the price charged.
How are extra pages charged?
Per printed page, at the rate shown on the pricing page. Longer letters are charged at lower per-page rates.
Does colour cost more?
Yes, colour is charged at a higher rate per page. You choose it for the whole letter rather than page by page.
Does double-sided cost more?
No. Pages are charged per printed side either way, and printing both sides halves the number of sheets, which can move the letter into a cheaper postage band.
Why did the price change when I added pages?
More sheets can push the letter into a larger envelope band, which costs more to post. The calculator shows this as it happens.
Do you charge VAT?
Royal Mail postage is VAT-exempt. Any VAT that does apply is shown separately on your receipt.
Is there a discount for volume?
Yes, above a few hundred letters a month. Rates are quoted against your actual mix of services and page counts.
Can I pay by invoice?
Business accounts can be invoiced monthly in arrears. Email [email protected] to set one up.
Printing and paper
10 questions
What paper do you use?
100gsm white paper. That is heavier than the 80gsm most offices use, so the letter feels like correspondence rather than a printout.
What envelope do you use?
A window envelope, so the recipient address is part of the printed letter rather than a stuck-on label.
Is the letter folded by hand?
No, machine-folded, so the address lines up correctly in the envelope window every time.
Can I have a coloured envelope?
Not currently. All letters go in a standard white window envelope.
What is the print quality like?
Laser printed at 600dpi. Text is crisp and photographs are acceptable, though this is not a photo-printing service.
Can I print on my own letterhead?
Not yet. If you upload a PDF that already contains your letterhead, we print it exactly as supplied.
Will my letter be signed?
No. If you need a signature, include a scanned one in your uploaded document.
Do you print double-sided by default?
No, single-sided by default. Double-sided is a toggle in the calculator and costs no more.
What margins do you use?
Around 20mm, with a wider left margin so nothing is lost if the letter is filed or hole-punched.
Can I include a photo or logo?
Yes, if it is in the PDF or Word file you upload. Choose colour printing or it will come out in greyscale.
Files and uploads
8 questions
What file types can I upload?
PDF, Word documents and plain text, up to 30 MB.
Which format works best?
PDF. The layout is already fixed, so what you see is exactly what prints.
Why does my Word document look different?
Word re-flows depending on the fonts available. Export to PDF first if the layout matters.
How do you count the pages?
From the actual file, not an estimate. What we count is what we print and what you are charged for.
Can I upload several files as one letter?
Not yet. Combine them into a single PDF before uploading.
Is there a page limit?
200 pages per letter. Longer documents should be sent as a batch — email [email protected].
What if my PDF is password protected?
We cannot open it. Remove the password before uploading.
Are my uploads scanned?
Files are checked for corruption and readability. We do not read the contents beyond what is needed to print them.
Writing and formatting
8 questions
Can I write the letter on the site?
Yes. The online editor lets you type the letter directly, with bold, italic and underline.
Can I use bold, italic and underline?
Yes, from the toolbar or with the usual keyboard shortcuts.
Can I change the font?
Not currently. Letters are set in a serif face chosen for readability in print.
Can I see what it will look like?
Yes. Preview on A4 shows the letter laid out on real pages, including where it breaks across sheets.
Is my draft saved?
Your draft is kept in your own browser as you type. Clearing your browser data will remove it.
Can I paste from Word?
Yes, but it arrives as plain text. That is deliberate — pasted styling from other applications rarely prints as expected.
Can the site write the letter for me?
The AI writer drafts a structured letter from a description of your situation. You review and edit it before anything is printed.
Is the AI draft legal advice?
No. It is a starting point. For anything with legal consequences, read it carefully and take advice if you are unsure.
Addressing
9 questions
How should I write the address?
Recipient name, street, town and postcode, each on its own line. We format it to Royal Mail's guidelines.
Do you check the postcode?
We validate the format. We cannot confirm that the address exists or that your recipient lives there.
What if I get the address wrong?
The letter will go where you addressed it. We cannot recall a letter once it is posted, and an incorrect address is not refundable.
Can I send to a PO Box?
Yes, on most services.
Can I send to a BFPO address?
BFPO has its own rules and restrictions. Email [email protected] before ordering and we will confirm.
Can I send to a prison?
Yes, but prisons have strict rules about what may be received. Check the specific establishment's policy first.
Do you add a return address?
Not currently. If you want one, include it at the top of your letter.
Can I address it to a department rather than a person?
Yes. "The Complaints Department" or similar is fine.
What about care-of addresses?
Write the "c/o" line as part of the address and we will print it as supplied.
Delivery and tracking
10 questions
How long does Second Class take?
Usually two to three working days after we hand it over. Royal Mail does not guarantee it.
How long does First Class take?
Usually the next working day, though it is an aim rather than a guarantee.
Which services are tracked?
Tracked 24, Tracked 48, and both Signed For services. Second and First Class are not tracked.
How do I track my letter?
Use your order reference on the tracking page. Where the service carries a Royal Mail tracking number, we show it.
Why is there no tracking on my letter?
Second and First Class are untracked services. Royal Mail does not scan them, so there is nothing to report.
What does "Signed For" actually give me?
A signature on delivery and a record that it arrived. It does not make delivery faster.
When does the delivery clock start?
When Royal Mail takes the letter from us, not when you place the order.
Can I get proof of postage?
Yes, on tracked and signed services. Untracked services carry no proof.
What if nobody is in?
Royal Mail follows its normal process: a card is left and the item goes to the local delivery office.
Do you deliver on Saturdays?
Royal Mail delivers on Saturdays. We do not despatch on them.
International
8 questions
Can I send letters abroad?
Yes, to more than 200 countries, excluding sanctioned destinations.
How is international priced?
By zone. Choose the destination country in the calculator and the price updates.
How long does international post take?
It varies by destination, typically from a few days within Europe to a couple of weeks further afield.
Is international tracked?
International Tracked and Tracked & Signed are. International Standard is not.
Do I need a customs declaration?
Not for ordinary correspondence. Letters containing only documents do not require one.
Can I send to a country not on your list?
If the country is not listed, we cannot currently reach it. Email [email protected] and we will tell you if that changes.
Is the paper size different abroad?
We print on A4 regardless of destination. Some countries use different standard sizes, but A4 is accepted everywhere we post to.
Will my letter be opened at customs?
Ordinary correspondence is rarely inspected, but customs authorities may open post at their discretion.
Security and privacy
9 questions
Who can read my letter?
Nobody reads it. It is processed automatically and printed without being reviewed.
How is my letter stored?
Encrypted in transit and at rest for as long as we hold it.
How long do you keep the contents?
The content is deleted once the letter has been despatched. We keep the order record for your receipt and for tracking.
Do you keep my address book?
Only if you save addresses to an account. Guest orders keep the recipient address on the order record alone.
Are you GDPR compliant?
Yes, we operate under UK GDPR. Our privacy policy sets out what we hold, why, and for how long.
Where is my data held?
On servers in the United Kingdom. Some service providers, such as our payment processor, operate internationally.
Do you sell my data?
No. We do not sell, rent or share your data for marketing.
Can I ask you to delete my data?
Yes. Email [email protected] and we will delete what we are not legally required to keep, such as financial records.
Is the site secure?
The whole site runs over HTTPS, and payment details are handled by our payment processor and never touch our servers.
Accounts
6 questions
Do I need an account to send a letter?
No. Guest sending works with just an email address.
What does an account give me?
Your sent letters and receipts in one place, a saved address book, and reusable templates.
Is an account free?
Yes. You pay per letter, whether or not you have an account.
Can I have more than one user on an account?
Multiple users are part of business accounts. Email [email protected].
How do I reset my password?
Use the "forgot password" link on the sign-in page and follow the emailed link.
Can I delete my account?
Yes. Email [email protected] and we will close it and remove your data, other than records we must keep by law.
Business and volume
7 questions
Do you work with businesses?
Yes. Statutory notices, invoices, arrears letters and mailing runs are a large part of what we do.
How does volume pricing work?
We quote against your actual mix of services and page counts rather than a generic tier.
Is there an API?
An API for automated sending is on the roadmap and not open yet. Email [email protected] to be told when it lands.
Can you integrate with our billing system?
Once the API is available, yes. Until then we can accept batches by arrangement.
Do you offer a service level agreement?
On request for business accounts.
Can we get proof of postage for compliance?
Yes. Use a Signed For or Tracked service and the tracking number is recorded against each letter.
Do you have a named contact for business customers?
Yes, business accounts are given a named contact.
Problems and refunds
5 questions
What if my letter is not delivered?
If we fail to despatch it, we refund in full. Once Royal Mail has it, what can be done depends on the service — tracked and signed items can be chased, untracked cannot.
What if I made a mistake in the letter?
If it has not gone to print, email [email protected] straight away and we will stop it. After printing we cannot recall it.
How do I get a refund?
Email [email protected] with your order reference. Refunds go back to the card you paid with.
How long do refunds take?
We process them promptly; your bank usually takes a few working days to show it.
Something else has gone wrong. What now?
Email [email protected] with your order reference and what happened. A person will reply.
Still not answered?
Email us and a person will get back to you.