Shipping Policy

This Shipping Policy describes how the letters and postcards ordered through Posthero Friends are produced, stamped and delivered, the statuses each send goes through, the estimated delivery timescales and how delivery incidents are resolved.

The service provider is POSTHERO SOLUTIONS S.L. (hereinafter «POSTHERO»), Spanish tax ID B26713065, registered office at Calle Cargol nº 4 Nave D, 08110, Montcada i Reixac (Barcelona), Spain. Contact email: hello@posthero.app.

This Policy forms an integral part of the Terms and Conditions and must be read together with them. In matters relating to the production, delivery and incidents of sends, this document prevails.

Territorial scope

POSTHERO delivers to Spain, to the remaining Member States of the European Union and to the United States. Destinations other than those offered in the recipient address form at the time of the order are not accepted.

How a send is produced

Every send is a personalised document manufactured specifically to the User's order. The process consists of the following stages:

1. Composition.The User writes the message, chooses the handwriting style, ink colour and format, and provides the recipient's postal address.
2. Payment confirmation.The send does not enter production until payment has been confirmed by the payment provider, or until a credit available in the User's account has been consumed.
3. Printing. The message is printed reproducing the selected handwriting on the physical stock corresponding to the chosen format.
4. Enveloping and franking. The document is placed in an envelope, addressed with the details provided by the User, and franked.
5. Postal delivery.Physical delivery is carried out by Correos for sends destined for Spain, and by the equivalent postal operators in other destination countries. Their delivery timescales and conditions are outside POSTHERO's control.

Send statuses

The User can check the status of their sends at any time in the «My sends» section of their account. The possible statuses are:

• Scheduled. The send has been paid for and has a future execution date assigned. It has not yet entered production and can be edited or cancelled.
• In preparation. The send has entered the production queue. From this point on, the content and address are fixed and cannot be modified.
• Printing. The send is being printed, enveloped and franked.
• Sent. The send has left the production centre and has been handed over to the postal operator for delivery.
• Error. The send could not be produced or delivered. This status gives rise to the credit compensation described below.
• Cancelled. The send has been cancelled, either by the User while it was in «Scheduled» status, or by POSTHERO in the cases set out in the Terms and Conditions.

Orders for which payment has not been completed do not generate a send and do not appear in the account history.

Delivery timescales

The estimated delivery date shown to the User is calculated as seven (7) business days from payment confirmation for sends destined for Spain, excluding Saturdays and Sundays. For other destinations the timescale may be longer depending on the postal operator of the destination country.

That date is an estimate only and does not constitute a contractual guarantee of a delivery date. POSTHERO is not liable for delays attributable to the postal operator, nor for delays arising from strikes, weather conditions, periods of high postal demand or other events of force majeure.

Recipient address

The recipient's postal address is provided by the User, who is solely responsible for its accuracy and for keeping it up to date. POSTHERO does not verify that the address provided matches the recipient's actual residence.

While the send is in «Scheduled» status, the address can be corrected from the User's account, and corrections made to a contact propagate automatically to that contact's pending scheduled sends. Once the send moves to «In preparation», the address is fixed and can no longer be modified.

Scheduled sends

The User may schedule a send for a future date, in particular for a contact's birthday. To ensure the send arrives in time, scheduling requires a minimum lead time of fifteen (15) calendar days before the target date.

Where the available lead time is shorter than that minimum, the system will not allow the send to be scheduled for the requested date and will offer the User the alternative of an immediate send or of scheduling it for the next annual occurrence of the date.

A scheduled send may be edited or cancelled by the User at any time before it enters production. Cancelling a scheduled send that has already been paid for results in a credit being added to the User's account, on the terms set out in the following section.

Delivery incidents and credit compensation

Notification of the incident

Where a send cannot be produced or delivered for reasons attributable to POSTHERO or to its production chain, POSTHERO will notify the User by email to the address associated with their account, and the send will move to «Error» status in the account history. The User does not need to submit a prior claim for this notification to take place.

Compensation in credits

In the cases described in the preceding section, POSTHERO will not issue a monetary refund of the amount paid. Instead, POSTHERO will add to the User's account a credit equivalent to the affected send, allowing the send to be made again at no additional cost.

The basis for this provision is the nature of the service: each send is a personalised document manufactured to order, whose value to the User lies in the message reaching its recipient. Reissuing the send fulfils that purpose fully and immediately.

Credits added on this basis are governed by the following rules:

• One credit is equivalent to one send of the same type and format as the send affected by the incident.
• Credits do not expireand remain available in the User's account until used.
• Credits are personal and non-transferable to other user accounts.
• Credits are not exchangeable for money nor refundable in cash, and apply exclusively to the sending service provided by POSTHERO.
• The User can check their balance and credit movement history in the corresponding section of their account.

The credit is added automatically, without the User having to request it, as soon as the incident is recorded.

Cases that do not give rise to compensation

The following will not be considered incidents attributable to POSTHERO and will therefore not give rise to credits:

• Errors, omissions or out-of-date details in the postal address provided by the User.
• Absence of the recipient, refusal to accept the send, or inability to access the letterbox or address given.
• Delivery delays attributable to the postal operator that do not prevent the send from being delivered.
• Force majeure or events outside POSTHERO's control, including postal sector strikes and natural disasters.
• Sends cancelled by POSTHERO due to the User's breach of the acceptable use conditions set out in the Terms and Conditions.

Incidents reported by the User

Regardless of the automatic notification described above, a User who believes that a send has not reached its destination or shows a manifest printing defect may report it to hello@posthero.app, quoting the order number shown in the confirmation email. We recommend doing so within thirty (30) calendar days of the estimated delivery date, so that POSTHERO can obtain information from the postal operator, whose delivery data retention periods are limited.

POSTHERO will assess the reported incident and, where it is attributable to its production chain, will add the corresponding credit on the terms of this Policy.

Statutory rights of Users acting as consumers

The provisions of this Policy are without prejudice to the rights that consumer protection legislation in force grants on a mandatory basis to Users contracting as consumers.

In particular, if reissuing the send proves impossible, or if the reissued send fails again for reasons attributable to POSTHERO, the User may contact hello@posthero.app in order to exercise the rights available to them in that case under such legislation.

We also remind Users that, as set out in the Terms and Conditions, since these are goods made to the consumer's specifications and clearly personalised, the right of withdrawal does not apply once production of the send has begun.

Amendments to this Policy

POSTHERO may amend this Shipping Policy to reflect changes in its production process, in the postal operators it works with, or in applicable legislation. The version in force will at all times be the one published on this page, stating its last updated date. Each send will be governed by the version of the Policy in force at the time it was ordered.

Contact

For any question about a send, its status or an incident, the User may write to hello@posthero.app or use the form available on the support page.