Question 1

What time is the despatch cut-off?

Accepted Answer

1:30pm Monday to Friday. Orders placed after this time, or on weekends and UK bank holidays, will be despatched the next working day.

Question 2

Can I send a letter as a guest without creating an account?

Accepted Answer

Yes. You can send a letter without an account - just enter your email at checkout and we'll use it to identify your order. You can also sign in later to see all your guest orders in one place.

Question 3

What file types do you accept?

Accepted Answer

We accept PDF and image files (PNG, JPEG). PDFs should be A4 (210×297mm), have embedded fonts, and not be password protected. Images are automatically scaled to fit an A4 page - portrait orientation gives the best results. Maximum file size is 30 MB.

Question 4

Can I cancel or change an order after placing it?

Accepted Answer

Orders move into production very quickly. If you need to cancel, email hello@sendlettersonline.co.uk immediately and we'll do our best to help - but we cannot guarantee cancellation once an order is in the print queue.

Question 5

Do you print in colour?

Accepted Answer

Yes. Colour printing is available and priced per page. Black and white is selected by default as it is the most economical option. You can switch to colour during the letter builder.

Question 6

How is my document handled securely?

Accepted Answer

All files are transferred over TLS, encrypted at rest, and deleted from our servers within 30 days of despatch. We never share your documents with any third party.

Question 7

Do you offer volume discounts?

Accepted Answer

Yes. Discounts start at 100 letters per month and go up to custom rates for 10,000+ letters. Visit our pricing page or email hello@sendlettersonline.co.uk to discuss a plan.

Question 8

Is there a business or API option?

Accepted Answer

Yes - our REST API lets you automate letter sending at scale. See the Developers page for documentation and API keys. Business accounts with SLA guarantees are also available.

Question 9

What happens if my letter isn't delivered?

Accepted Answer

For tracked services you'll have a Royal Mail reference to raise a claim. For untracked services, Royal Mail requires 15 working days to pass before a loss claim can be submitted. Email us and we'll assist.

Question 10

Can I send to a PO Box or BFPO address?

Accepted Answer

PO Box addresses are supported for UK delivery. BFPO (British Forces Post Office) addresses are also accepted. Enter the address exactly as it appears on official correspondence.

We’re here to help.

We’re here to help.