FAQs

Membership

Can I choose a different plan?

Once you’ve chosen a TouchNote membership plan, it will remain active until the end of your current membership cycle. You can upgrade your package whenever you wish (and get free cards as a reward!)

What does 'card' mean and what do I get for it?

Our definition of ‘card’ is one postcard. A greeting card is worth two ‘cards’, because the cards are larger and use more material; plus they come delivered in a lovely high-quality envelope.

Will my membership cards always be available at the beginning of the month?

Your monthly cards are set up to be added to your account on the same day of the month that you joined TouchNote membership. If you’re not sure what day that was, you can check it on the My Membership section in the app.


If you’re still enjoying our trial, then you’ll get your first monthly cards on the day that you become a member.

How do I cancel my membership?

You can cancel your membership at any time by following these steps:


1 Log in to your TouchNote account on your computer

2 Tap to expand the ‘My membership details’ section

3 Tap ‘Manage my membership’

4 Tap ‘Cancel my membership’


Once you’ve submitted your cancellation, you’re all done, no need to verify via email. This may take up to 24 hours to process and if you’re still having trouble, just contact us at help@touchnote.com


You can cancel anytime during your trial and you won’t be charged for membership.

If I cancel my membership, will it be refunded?

You can cancel the yearly renewal of your TouchNote membership whenever you like, but any membership you have already paid for is non-refundable. If you turn off the automatic renewal, you can still enjoy all your membership perks until your current year runs out. But don’t worry – there won’t be any payments due after that.

I've used up all of my included monthly cards, where can I buy more?

As a member, you’ll receive generous discounts when you top-up with credit packs or when you purchase a card individually at checkout. You can find credit packs in the ‘Credits’ tab on the app and website or in the ‘Account’ section, under ‘Buy credits’ which can be found when you tap the person icon in the top right corner of the app.

Your order

What happens if I am not happy with my order?

Thoughtfulness is at the heart of everything we do. If you’re not happy with your order, let us know by going to your order history, tap on the order, tap ‘Need Help’, then ‘Order isn’t as expected’ to add a photo to send to our team. Go to Order History


If you don’t see this option, you can contact us at help@touchnote.com with a photo of your order and our friendly team will make things right.

My order hasn't arrived, what do I do?

If your order hasn't arrived within the arrival times below, you can resend it free of charge up to 2 weeks after the expected delivery date. Just go to your order history, tap on the card you want to resend, go to ‘Need Help?, tap ‘Card hasn’t arrived’ and ‘Resend this card’. Go to Order History


If it has been more than 2 weeks please get in touch at help@touchnote.com

Can I correct the address or message on a card after I've sent it?

In case you suddenly realise that you made a mistake, you can change a card address or messages for up to 30 minutes after it has been ordered. To make a change, simply tap on the card in your order history, then tap on the appropriate button. Go to Order History

How can I cancel an order?

After you've placed an order, you can cancel it at any point during the next 30 minutes. After 30 minutes, we'll have sent the order to print and it's too late to stop it from being posted! To cancel an order, simply tap on it in your order history and then tap on the Cancel button. Go to Order History

Credits

How do I purchase credits?

Credits can be purchased by tapping on the 'Credits' tab, or once you have created an order and are ready to send it. You can pay for credits with most credit or debit cards, with PayPal, GPay or Apple Pay. If you have an American Express, Maestro or Discover card, you will need to set up an account with PayPal first and then pay with that PayPal account. Each card and product includes free international delivery.

How many credits do I currently have?

If you are a member, you can view your credit balance in the Member tab. If you do not have a membership, go to the 'credits' tab and your credit balance will be shown at the top of the screen. It will also be displayed when you come to pay for your order.

When can I use my credits?

You can use credits in any of our apps. You can also use them on our website www.touchnote.com.

Delivery and Tracking

Which countries can I send cards and products to?

You can send to any country with a functioning postal system.

How long will my order take to arrive?

All orders are printed and posted within one working day. We post all our cards and products by first class mail. Exact delivery times vary depending on where you are sending your order to. We will always show an estimated arrival time when you select an address for your order. Delivery times to addresses in different countries are normally as follows:


UK

Postcards and greeting cards - 1-2 working days. Printed and posted first class from Guernsey, delivered by Royal Mail.

Canvases, print boxes and framed photos - 3-5 working days, posted from the UK.

Photo books, 4-6 working days, posted from the UK.


USA

Postcards and greeting cards - 3-5 working days. Printed and posted first class from Arizona, delivered by USPS.

Canvases, print boxes and framed photos - 5-7 working days, posted from the UK.

Photo books, 6-8 working days, posted from the USA.


Canada

Postcards and greeting cards - 7-10 working days. Printed and posted first class from Arizona, delivered by USPS.

Canvases, print boxes and framed photos - 7-10 working days, posted from the UK.

Photo books, up to 10 working days, posted from the USA.


Australia

Postcards and greeting cards - 2-6 working days (cards sent to states other than QLD take slightly longer to arrive). Printed and posted in Brisbane, delivered by Aus Post.

Canvases, print boxes and framed photos - Up to 10 working days, posted from the UK.

Photo books, 7-10 working days, posted from the UK.


Germany

Postcards - 1-3 working days. Printed in Aachen and sent as Deutsche Post 1st Class.

Greeting cards - 1-3 working days, printed and posted from the UK.

Canvases, print boxes and framed photos - 3-6 working days, posted from the UK.

Photo books, 5-7 working days, posted from the UK.


Rest of Europe

Postcards and greeting cards - 3-5 working days, posted from the UK.

Canvases, print boxes and framed photos - 3-6 working days, posted from the UK.

Photo books, 5-7 working days, posted from the UK.


Everywhere else

Postcards and greeting cards - Up to 10 working days, exact arrival times depend on the local postal service.

Canvases, photo books, print boxes, and framed photos - Up to 10 working days, posted from the UK.

Can I track my order?

We will let you know once we receive your order and again, once we post it. Unfortunately, we are unable to track cards after we put them in the post.

Other

What are TouchNote cards and products like?

Each TouchNote card and product is designed and packaged to fit through a regular sized letterbox.


Postcards

15 x 10 cm (6 x 4") cards without envelopes. Printed on thick, 400gsm card and laminated on both sides, giving a high-gloss finish.


Greeting Cards

Printed on heavy 330gsm card, with a high-gloss finish. They are roughly 17.8 x 12.7cm (7 x 5"), and have a fold just like any traditional greeting card. Each one is posted in a bespoke, premium envelope.


Canvases

Available in 3 sizes: 20x15cm, 22x30cm, 30x40cm. Each cotton canvas is wrapped around an 18mm softwood frame, with a gloss finish. They have proper, sturdy backs with hooks pre-attached, so they're ready to hang.

Gallery frames

Handmade in white or black painted Italian wood. You can create collections of single and multiple frames, in the following sizes: 15 x 20 cm, 28 x 35.5 cm, 30 x 30 cm, 30 x 40 cm, 50 x 50 cm and 50 x 71 cm (6 x 8", 11 x 14", 12 x 12", 12 x 16", 20 x 20" and 20 x 28").


Framed Photos

Handmade in white or black painted Italian wood, designed to fit 15 x 11.5cm (6x4") photos.Gallery FramesHandmade in white or black painted Italian wood. You can create collections of single and multiple frames, in the following sizes: 15 x 20 cm, 28 x 35.5 cm, 30 x 30 cm, 30 x 40 cm, 50 x 50 cm and 50 x 71 cm (6 x 8", 11 x 14", 12 x 12", 12 x 16", 20 x 20" and 20 x 28").


Print Boxes

A box of 20-36 photo prints. Prints are single-sided and made from glossy, professional-quality photo paper. Each print is 15 x 11.5cm (6 x 4.5") and the box is a little bigger, about an inch deep.

Are my payment details safe?

Yes. We take the security of your payment details very, very seriously. Card payment details (including Paypal payments) are sent via a secure, encrypted message to Braintree who then process each payment on Touchnote's behalf. Braintree stores payment details that it receives so that if you approve further Touchnote purchases Braintree will process these on your behalf. If you’ve set up Apple Pay or Google Pay on your device, your card details will be managed by those services.

Will my card be send in an envelope?

That depends on which type of card you send! We send postcards the traditional way: photo on the front, message and address on the back, and with no envelope. We send greeting cards in an equally traditional way: in a beautiful envelope.

I signed up with my Apple account. Why can't I log in?

I signed up with my Apple account. Why can’t I log in?If you have signed up with your Apple account and chose the ‘Hide my email’ option, Apple will create a unique, random email for you. To find out what this email is, simply go to your account on the app (tap the person icon on the top right hand corner), then in ‘Your details and settings’ and you’ll see your email address at the top of the screen. 

If you have a specific question that we haven't answered please contact us at:

help@touchnote.com

We usually reply within 2 working days.


Our operating hours:

9am-6pm,Mon-Fri

(Excluding Bank Holidays)