GrandMail FAQ

Updated 28 October 2026.

About GrandMail

What is GrandMail?

GrandMail posts a personalised letter each month to someone you love. Solo, Couple and Overseas Letters include little envelopes with little surprises, birthday cards and occasion cards.

It is for the grandparent who lights up at the sound of the letterbox, the parent who lives too far away, the person you think about often and call less than you mean to.

Who is it for?

GrandMail is for grandparents, parents, relatives, friends or anyone who would enjoy receiving a letter. It is especially thoughtful for someone who lives alone or far from family.

What actually arrives?

For each person on Solo, Couple or Overseas Letters:

• A letter every month, printed and posted on the last Thursday of the month.
• A birthday card, posted 7 days before Australian birthdays and 14 days before overseas birthdays.
• Little envelopes with little surprises and occasion cards.

Everything comes by ordinary post. The recipient does not need a computer, phone or password.

Who are the letters from?

Letters come from GrandMail and we say plainly that you arranged them. You are not pretending to write, and we are not pretending to be you.

If you would like us to mention you by name, tell us at signup and we will.

Can they write back?

Replies can be sent to hello@grandmail.com.au or our PO Box. Email replies are handled in our business mailbox, not the customer account.

The letters

How do you know what to write about?

You tell us at signup. Their interests, the things they like talking about, what has been going on in their life. Gardening, cricket, the war years, their dog, whatever it is.

We use that to write letters that sound like they are for a person, not for a mailing list. You can update it any time and our letters will get better the more you tell us.

Are the letters written by a person or by a computer?

Both, and we would rather say so plainly than let you find out later.

We start with the details you give us about your loved one. We curate and research the stories, themes, events and topics for their month and choose the story ourselves, then artificial intelligence produces the letter from that story. Every letter is then reviewed to make sure the curated story, events, themes and hobbies align with your loved one's interests before we release it to post. Nothing goes out unreviewed.

For letter drafting, we use their first name, interests, occasions and never-mention instructions. Their postal address and date of birth are not sent for that purpose. See our Privacy Policy for how this information is handled.

What if there is something they must never be reminded of?

Tell us at signup using the never-mention box. We check these instructions before posting. If something is included by mistake, email hello@grandmail.com.au so we can investigate and correct it.

At signup there is a box for exactly this. A late husband's name. An illness. A falling out. A place they cannot think about without it hurting.

Anything you put there is checked against every letter before it is released. If a letter mentions it, that letter does not go out. We treat this as the most important instruction you give us.

What if a letter gets something wrong?

Email hello@grandmail.com.au and tell us. We will look into what happened, correct what we hold and where it is warranted we will refund that month.

We would much rather hear about it than not.

Which occasions do you cover?

Christmas, Easter, Hanukkah, Eid, Diwali, Mother's Day, Father's Day and Remembrance Day. You choose at signup which occasions are meaningful to them.

If there is another date that matters, email hello@grandmail.com.au and we will do what we can.

Packages and pricing

What does it cost?

All prices in Australian dollars. Paying yearly saves around 10% compared with paying monthly.

Solo, Couple and Overseas Letters include personalised letters, little envelopes with little surprises, birthday cards and occasion cards. My Language Letters prints and posts letters you write yourself. Paid gift add-ons are not collected through subscription checkout.

What is the difference between Solo and Couple?

Solo is for one recipient at an Australian address. Couple provides one personalised letter per month for each of two recipients at a shared Australian address or two separate Australian addresses.

Can I add a third person?

Yes. Add another subscription from your account. Each package has its own signup and payment, using the same login.

My Language Letters

Do you write letters in other languages?

No. You write your letter in your own language and upload it. We print it on GrandMail letterhead and post it in a GrandMail envelope to one loved one in Australia or overseas with little monthly surprises. We do not write, translate, edit or rewrite it.

What can I upload?

PDF, Word or text files up to 10MB. Do not upload photographs or files containing photo images. We print letters only; no images will be printed.

How do I pay?

My Language Letters is a yearly-only subscription at $160 AUD that renews automatically each year. Uploading sends a request, not a payment. We confirm your letter and celebration-card availability before arranging a secure annual payment link. Cards are available in limited languages for now.

Birthday gifts

Paid gift add-ons are not charged through subscription checkout. Use the Gift Shop to request a separate gift. We confirm availability with a local Australian business and arrange payment with your approval. An enquiry does not take payment or schedule a charge. You will not be charged earlier than 14 days before your selected occasion.

Delivery and timing

When does the first letter arrive?

Letters are posted on the last Thursday of each month.

Successful payment on or before the 10th in Sydney time qualifies for that month's mailing. Payment after the 10th starts with the following month's mailing. We tell you the posting month in your welcome email. Posting dates are not arrival dates; postal delivery times vary by destination.

When does the birthday card arrive?

We post cards 7 days before Australian birthdays and 14 days before overseas birthdays. If payment is completed inside this window, the card may arrive after the birthday. Posting dates are not guaranteed arrival dates.

Do you send overseas?

Yes. Our Overseas Letters package is an automatically renewing annual subscription of $160 for 12 months of letters to one person in any country.

Enter the full international delivery address in English. Before payment, you must tick the confirmation that you have checked it and that it is correct and complete. All addresses are entered manually. GrandMail does not independently verify addresses or guarantee deliverability. Include a postal or ZIP code where the destination uses one.

Overseas letters include the same monthly letter, little monthly surprise, and birthday and occasion cards as our Australian packages. There is no birthday gift add-on for overseas delivery, and delivery times vary by country.

What if the address is wrong or mail comes back?

Undelivered mail comes back to our PO Box. When that happens we pause sending to that person and contact you so you can check the address.

Please give us the most current address you have. We rely on you for this.

Managing your subscription

How do I cancel?

Email hello@grandmail.com.au from your account email. Monthly cancellation takes effect at the end of the paid month, with no further charges. For annual subscriptions, including Overseas Letters and My Language Letters, give at least 30 days notice before renewal. We confirm cancellation by reply; there is no self-cancellation button.

What happens to my money when I cancel?

• Your subscription runs to the end of the period you have already paid for.
• If you have paid for a gift we have not yet sent, we refund it in full.
• We do not refund letters already posted or gifts already sent.

What if my loved one does not want the letters?

Then they should not receive them, and they do not need to go through you to stop it.

They can email privacy@grandmail.com.au or write to our PO Box and ask us to stop. We stop immediately, we do not ask why, and we do not ask them to raise it with you first.

We will let you know we have stopped. You will not be charged for someone we are no longer writing to. On a Solo subscription we cancel it and refund the unused portion. On a Couple subscription we drop you to the Solo price and keep writing to the other person.

Can I change their details later?

You can update addresses in your account. Email hello@grandmail.com.au for interests, occasions, birthdays or never-mention changes. Changes do not recall letters already printed or posted.

I started signing up and closed the browser. Did I lose everything?

Details are not saved before you submit. Starting checkout stores an awaiting-payment record, even if you close Stripe. We do not send signup-resume emails.

Do you offer a discount if I come back?

If you cancel, we may send you a code for returning. It is tied to your account, cannot be used by anyone else, and expires after 90 days.

GrandMail Gifts

You can request flowers, hampers, balloons or cakes through our Gift Shop, with a minimum requested value of $100 AUD. We source from local Australian businesses. For something not listed, send a special enquiry and we will do our best to arrange something suitable. We confirm availability, price and delivery before accepting an order. A request does not charge your card.

Privacy, payments and trust

What will the charge look like on my bank statement?

Charges may appear as GRANDMAIL. The details shown depend on your bank and payment provider.

No future birthday gift charges are authorised through the current subscription checkout.

Is my payment secure?

Payments are handled by Stripe, one of the world's largest payment processors. We never see or store your card number.

My loved one did not sign up. Is it alright that you have their details?

It is a fair question and we take it seriously.

We only hold what you give us: their name, address, date of birth, interests, and anything you have asked us never to mention. We use it to write and send their letters and nothing else. We do not sell it, and we never send them marketing.

We ask every subscriber to confirm they genuinely know the person and are entitled to give us their details.

Your loved one can contact us at privacy@grandmail.com.au at any time to ask what we hold, correct it, delete it, or stop the letters. We act on that straight away and we do not ask them to go through you.

Where is my data kept?

We use access-controlled hosting and service providers. Some providers process information overseas. Our Privacy Policy explains what we share, why we share it and your rights.

How long do you keep information?

Contact privacy@grandmail.com.au for access, correction or deletion. We retain only records needed to provide the service and meet legal or financial obligations; there is no automatic deletion promise.

Contact us

By post: GrandMail, PO Box 307, Drummoyne NSW 1470

Send your enquiry to the GrandMail team.

Petrosi Group Pty Ltd (ABN 25 615 926 335) trading as GrandMail.