Return or exchange of products purchased online

In the event that you wish to return products due to reasons not attributable to Better by Letter (mistake in the purchase, exchange of products, etc.), as long as within the time period and under the legal conditions established for such procedure, you will have to send the products to Better by Letter and pay the costs generated thereof. Better by Letter does not accept freight collect when shipping for exchanges or returns. The products will be sent under the same conditions as they were originally shipped. Upon arrival, Better by Letter will check whether the product is in perfect condition and has not been damaged by use or shipping. 

If you want to cancel your order once the product has left the Better by Letter premises and is already en route or at the destination delivery platform, you’ll have to pay for return shipping.

Procedure for the exchange or return request

1-  Inform Better by Letter about the exchange or return by phone +34 647 797 225 or via e-mail to the address, mentioning in the subject: RETURN + Order number.
2- Indicate on the shipping label the reference provided by Better by Letter.

Upon receipt of the shipment at Better by Letter and inspection of its condition, we’ll proceed with your return.

Right of withdrawal

If you are not satisfied with your purchase, do not worry. You have a maximum of 14 working days from the delivery date of your order.

To return the product, this must be in perfect condition and inside its original packaging. To carry out this withdrawal you must follow the same steps as those mentioned in the previous paragraph.

The period of time to refund the amount you paid for your product(s) will be maximum 30 days. You’ll have to pay the return costs as prescribed by law. We’ll refund the amount of purchase minus the shipping costs in case the product is found to be in perfect condition. The refund of the amount of your order will be made in the same way as the payment 🙂


Make sure you check with your post office the stamps you need in order to send your mail 😉