Frequently asked questions
Answers and contact
How do I write a letter?
Click 'Write your letter', describe your situation, and review the draft section by section before checkout. You can edit the text until the letter is submitted for dispatch.
When is my letter actually sent?
After checkout, we prepare the final PDF and submit the order into the provider flow. Printing and handover to Swiss Post require at least one day at the earliest. Acceptance means handoff to Swiss Post, not delivery to the recipient.
Can I track my letter?
Only if Swiss Post provides tracking for that shipment, which is typically the case for registered letters. If tracking is available, we show it after acceptance for dispatch and you then rely on Swiss Post tracking.
Who is responsible after Swiss Post accepts my letter?
After Swiss Post has taken over, Swiss Post handles printing, transport, tracking, and delivery. If tracking is available, rely on Swiss Post tracking. We do not control delays or delivery issues after handoff.
When is my payment actually charged?
We only capture payment after the postal provider accepts your letter for dispatch. If the submission is rejected before acceptance, you are not charged.
Can I get a refund?
Yes, if the problem was caused by our service before or during dispatch submission. Once Swiss Post has accepted the letter, there is no refund for a change of mind or for postal issues after handoff. Any approved refund is returned to the original payment method.
What does the price cover?
The price covers one letter: drafting support, final PDF creation, provider-side printing and postal dispatch costs for that order, dispatch submission handling, and payment processing. Pricing is per letter, and each order is charged separately.
Can I edit or cancel after checkout?
No. Once checkout is completed, the content is locked for dispatch processing. If acceptance for dispatch has already happened, we cannot cancel the order. If something looks wrong before acceptance, contact support immediately and we will review what is still possible.
What files can I attach?
You can attach PDF, PNG, and JPEG files. The current limit is 5 MB per file, up to 5 attachments in total.
Do I need an account?
No. You can draft and send a letter as a guest. We give you a secure resume link if you leave before checkout.
How long do you keep my data and files?
We keep session, order, and file data only for as long as our configured retention rules, support needs, and legal obligations require. Uploads are not kept forever, and retained data is deleted according to those rules.
What if the address is wrong or delivery runs into problems?
Check the recipient address carefully before checkout. If an address issue is caught before acceptance for dispatch, you may need to correct and resubmit the letter. After Swiss Post has accepted the letter, delivery problems, returns, and address-based exceptions depend on Swiss Post handling and the address provided.
Ready to start?
Write your letter first. Send it only when it looks right.
You can draft as a guest, review every section, and go to checkout only when you're ready to submit it for dispatch.
Need more help?
If your question isn't answered above, reach out to us.
contact@episto.chWe aim to respond within one business day.