Returns & Refund Policy

The Ministry of Lost Voices

Last updated: 16 October 2026

At The Ministry of Lost Voices, we believe in the quiet magic of handwritten correspondence, forgotten histories and meaningful objects delivered through the post.

Every letter and case file is thoughtfully curated, prepared and dispatched with care.

We want you to feel confident when joining our mail club. Below, you'll find our policies regarding cancellations, returns and refunds.

1. Right of Withdrawal

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 calendar days without giving any reason, where applicable consumer law provides this right.

For a one-time purchase of physical goods, the withdrawal period begins after you receive the goods.

For contracts involving regular delivery of physical goods over a defined period, the withdrawal period begins upon receipt of the first delivery.

To exercise your right of withdrawal, please send us a clear statement of your decision within the applicable period at valerie@valeriethys.com . 

2. Returning Letters and Case Files

Our mail club delivers carefully curated physical letters, historical stories and accompanying paper goods or small surprises.

If you exercise your statutory right of withdrawal, please return the goods within 14 days after notifying us of your decision.

Returns should be sent to our return address below.

Unless otherwise required by law or agreed by us, customers are responsible for the direct cost of return shipping.

You may inspect the goods as you would in a physical shop. Any handling beyond what is necessary to establish their nature and characteristics may result in a legally permitted deduction for diminished value.

Certain goods made to your specifications or clearly personalised may be exempt from the right of withdrawal. Where such an exception applies, this will be clearly communicated before purchase.

3. Memberships and Cancellations

The Ministry of Lost Voices offers memberships lasting 1, 3, 6 and 12 months.

The duration, payment arrangements, automatic renewal provisions (if any) and cancellation conditions are communicated at checkout.

Cancelling future deliveries is separate from exercising your statutory right of withdrawal.

Automatically renewing memberships may be managed or cancelled in accordance with the terms disclosed at purchase and applicable consumer law.

Prepaid fixed-term memberships are not necessarily cancellable on a month-to-month basis. Any refund following early termination will be assessed in accordance with the agreed terms and applicable legal rights.

4. Damaged, Incorrect or Missing Deliveries

If your letter arrives damaged, contains an incorrect item or is incomplete, please contact us at [customer service email address].

Where possible, include your order number and photographs of any damage.

We will investigate and, where appropriate, arrange a replacement, another legally appropriate remedy or a refund.

5. Delayed or Lost Mail

Every letter is prepared and dispatched with care. However, international postal services may occasionally experience delays.

If your letter has not arrived within the communicated delivery period of 3 weeks after dispatch, please contact us so we can investigate.

If a shipment is lost or not delivered, we will provide an appropriate solution in accordance with applicable consumer protection laws.

6. Refunds

Where a refund is due, we will process it as soon as possible and, for statutory withdrawals, no later than 14 days after receiving your withdrawal notice.

For returned goods, we may withhold reimbursement until we have received the goods or you have provided evidence of returning them, whichever occurs first.

Where required by law, refunds following withdrawal also include the original standard delivery charges. Additional costs resulting from a more expensive delivery method chosen by the customer are not refundable.

Refunds will generally be issued using the original payment method unless otherwise agreed.

7. International Orders

The Ministry of Lost Voices welcomes members from around the world.

Customers outside the European Union may have additional rights under their local consumer protection laws.

Import duties, local taxes and customs charges are handled in accordance with the information provided at checkout and applicable regulations.

8. Contact Us

If you have questions about your order, membership, return or refund, please get in touch.

The Ministry of Lost Voices

Email: valerie@valeriethys.com

Return address: Ingenieur Haesaertslaan 34, 2650 Edegem, Belgium

We will be happy to assist you.