Letterbox Distribution Services Cancellations, Refunds & Booking Changes Terms & Conditions

Cancellations, Refunds & Booking Changes

For existing bookings only.

Use this page to request cancellation, a refund or a change to an existing Letterbox Distribution Services booking. Include your invoice or booking reference so the request can be matched to the correct campaign.

Submitting the form is a request

LDS will review the booking and confirm the outcome in writing. Requested changes require written confirmation from an authorised LDS representative. This process does not restrict any cancellation, refund or other right that cannot lawfully be excluded.

  • Cancel a booking Tell us which campaign or part of a campaign you wish to cancel.
  • Request a refund Explain the reason and identify the affected service or booking.
  • Change campaign details Request a change to timing, area, quantity or other instructions.
  • Keep a written record Include the booking reference and relevant supporting details.

Cancellation charges

Unless otherwise agreed in writing, clause 7 of the Terms & Conditions sets out the following cancellation charges. Timing is measured against the campaign’s scheduled or allocated commencement.

More than 10 days before commencement No cancellation fee
7 to 10 days before commencement 15% cancellation fee
Less than 7 days before commencement 35% cancellation fee

A request made exactly 10 days before commencement falls within the 7-to-10-day band.

Work or costs already incurred

Where printing, freight, stock handling, pickup, allocation, mapping, staffing or other work has already occurred, reasonable non-recoverable costs may also be deducted where permitted by law and disclosed to the Client.

These cancellation charges do not override any statutory right to cancel, obtain a refund or receive another remedy.

Submit your request

Use the form below and provide the same business or contact details connected to the booking where possible. Include your invoice or booking reference and clearly explain what you are requesting.

Completing the form

The form may take a few seconds to appear. If it does not load, refresh the page and check whether your browser is blocking the form.

If you cannot use the form, email info@letterboxdistributionservices.com with your invoice or booking reference.

By submitting this form you acknowledge that your request will be assessed under the Terms & Conditions applicable to your booking and applicable law. See also our Privacy Policy.

What to include

  • Invoice or booking reference.
  • Business or organisation name and contact details.
  • Campaign suburb, postcode or area.
  • Whether you are requesting cancellation, a refund or a change.
  • The campaign or portion affected by your request.
  • Relevant dates, reasons and any urgency.
  • The exact replacement instructions if requesting a change.
  • Relevant supporting information or evidence where available.

Keep requests and agreed changes in writing so there is a clear record linked to the correct campaign.

How refund requests are assessed

Refund requests are assessed against the confirmed booking, the reason for the request, the service supplied, any applicable cancellation charges and reasonable non-recoverable costs permitted under the Terms & Conditions and applicable law.

Cancellation-related refunds The amount available for return depends on the booking position and any applicable charges or disclosed non-recoverable costs.
Service concerns Where an investigation substantiates that part of the booked Service was not genuinely performed, clause 12 provides for an appropriate remedy, subject to applicable law.
Reconciliation Refunds approved by LDS are processed after any necessary reconciliation. This page does not promise a fixed processing timeframe.
Affected campaign portions A refund or commercial adjustment for one affected part does not, by itself, establish a finding about other allocations or locations.

Depending on the circumstances and applicable law, remedies under clause 12 may include redelivery of the substantiated affected portion, a prorated refund or account adjustment, replacement Service or another reasonable remedy agreed with the Client.

Your statutory rights remain

Nothing on this page excludes, restricts or modifies any consumer guarantee, cancellation right, refund entitlement or other remedy that cannot lawfully be excluded, restricted or modified.

Changing an existing booking

Requests to change quantities, suburbs, maps, boundaries, materials, artwork, timing, Walker requirements or other campaign instructions after confirmation may constitute a variation. Variations may affect pricing and scheduling.

Change the timing Request a revised timing window. Availability depends on scheduling, stock readiness and capacity. A requested date is not automatically confirmed.
Change the area or quantity Explain exactly what should change. Revised mapping, allocation, pricing or an updated quotation may be required.
Work already underway Changes after mapping, allocation, pickup or delivery has begun may require new instructions, rescheduling, further stock handling or additional campaign labour.
Written confirmation A requested variation must be confirmed in writing by an authorised LDS representative. Please do not contact or direct individual Walkers.

Delivery concerns and other support

For delivery updates, access notes, reporting requests or a delivery concern, use the Order Update & Support page. For a cancellation or refund request, use the form on this page. If you have already reported the issue, include that reference so the records can be linked.

Where a refund request relates to an alleged service failure, provide information reasonably available to identify the affected campaign or allocation. Include relevant locations, dates and evidence. Where stock has allegedly been dumped or recovered, preserve the material and available evidence where reasonably practicable.

Order Update & Support Terms & Conditions New Campaign → Get a Quote General Contact