Last Updated: May 2026

At The Heritage Letters & Studio, we are fully committed to protecting your privacy and complying with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. This policy outlines how we handle your data.

Information We Collect

To fulfill your orders and subscriptions, we collect the personal information you provide to us at checkout, including:

• Customer/Buyer Details: Name, billing address, email address, and phone number.

• Recipient Details (Gifting): Recipient’s name, care home name (if applicable), and specific delivery information (such as room number or unit).

How We Use Your Data

We use your information strictly to process payments, manufacture your orders, ship your monthly packs via our delivery partners (such as Royal Mail), and communicate important account or renewal updates. We will never sell, rent, or distribute your personal data to third-party marketing companies.

Data Security

Your data is stored securely. All financial transactions are encrypted and processed through our secure, industry-standard merchant gateways (Stripe). We do not store credit or debit card numbers on our servers.

Last Updated: May 2026

By browsing this website or purchasing a subscription from The Heritage Letters, you agree to the following terms and conditions.

Subscription Billing & Material Orders

To maintain steady material ordering, stock allocations, and studio manufacturing, our recurring subscriptions are anchored to a fixed monthly billing cycle:

• The Universal Billing & Cutoff Date: All ongoing, recurring subscriptions are automatically billed on the 1st day of each calendar month.
• New Memberships: To receive the current month’s featured Heritage Letter or The Heritage Studio Box, new subscribers must sign up and complete their first payment by the 1st day of that month. Any subscriptions started after the 1st will automatically be allocated to the following month’s curriculum run.

Cancellation & Pausing Policy

Cancellation & Pausing Limit: You have total flexibility to pause or cancel your subscription at any time by emailing support@theheritageletters.uk. To avoid being billed for the upcoming month's box, your cancellation or pause request must be submitted before the universal billing run on the 1st of the month.

Returns & Refund Policy

Under the UK Consumer Contracts Regulations, you have the right to change your mind within 14 days of receiving your first delivery.

• Hygiene & Quality Control Limits: Because our individual craft packs contain real dried botanicals, pre-filled liquids, and art mediums, we can only accept returns and issue refunds if the clear outer cellophane gift wrap on the individual resident packs remains completely unbroken, untampered with, and sealed. * Return Shipping: The buyer is responsible for the cost of return postage to our Cumbria studio. Please contact us atsupport@theheritageletters.uk to initiate a return.

Delivery Areas

The Heritage Letters currently operates and ships exclusively within the United Kingdom. We do not offer international shipping at this time.

Dispatch Schedules

• Heritage Letters (Individuals): Our narrative historical correspondence is dispatched via Royal Mail standard post around the 10th of each calendar month, with the intention of arriving at the recipient's doorstep on or around the 15th of the month. These letters are sent via standard untracked mail.
• Heritage Craft Packs & Subscription Boxes (Care Homes & Individual Bundles): Our larger artisan craft boxes are prepared, packed, and dispatched in batches via courier service (such as Evri or DPD) to arrive at their destination on or around the 15th of each calendar month. This ensures your activities team has their brand-new curriculum in hand right in the middle of the month. Please note that these subscription boxes are currently sent via standard untracked delivery.
• For all deliveries bound for residential care facilities, please ensure that the Care Home Name, contact person and the specific Room Number or Unit (if applicable) are explicitly filled out during the checkout process. Because mail is typically sorted at a central care home reception desk, including the room number ensures that busy internal staff can easily and swiftly direct the packages straight to the correct resident without any delays.

Our Quality Promise & Complaints Procedure

We take immense pride in the premium, dignified quality of our historical correspondence and artisan craft supplies. If a component is missing, arrives damaged, or if you are unhappy with your delivery, we want to put it right immediately.

• Please email our studio directly at support@theheritageletters.uk with your order number and a photograph of any damaged items.

• We commit to responding to all customer care queries within 48 hours and will swiftly issue replacements or account credits where appropriate.

Material Safety & Liability Disclaimer

The Heritage Letters & Studio meticulously designs creative activities specifically tailored for adult engagement.

• Non-Toxic Materials: All mediums provided within our boxes (including our clear-pour school glues and preserved botanicals) are strictly non-toxic and water-soluble.

• Care & Supervision: While our kits are engineered to accommodate motor-skill variations (such as utilizing rigid canvas boards or pre-molded jewelry holes), the completion of crafts should always be undertaken with standard safety supervision by on-site care home activity staff or home caregivers. The Heritage Letters & Studio accepts no liability for accidental misuse of the crafting components provided.

• Educational Content: The historical content, stories, and letters supplied are created for educational and therapeutic entertainment purposes.