FAQs

Postal details


Last Posting Dates

Please do not place a letter order with Christmas Letters from Santa after the last postal dates listed below as we cannot guarantee that they will reach you in time for Christmas:

United Kingdom: Thursday 21st December
Australia: Tuesday 12th December
South Africa: Tuesday 12th December
New Zealand: Tuesday 12th December
United States: Friday 15th December
Europe: Monday 18th December
Canada: Saturday 16th December
India: Tuesday 12th December
United Arab Emirates: Tuesday 12th December
Malaysia: Tuesday 12th December
Singapore: Tuesday 12th December
Indonesia: Tuesday 12th December
Philippines: Tuesday 12th December


First Posting Dates

Whilst we encourage you to place your letter orders well in advance of Christmas, we don't begin to actually post the letters until closer to the festive season. Letters will be printed, packed and stored safely until the first shipping dates - which are as follows:

UK: Wednesday 30th November
International: Thursday 24th November

What exactly is included in the price of a letter?

Our letters are personalized with the information that you provide us, making it a perfect Christmas surprise for your little ones to read. Each letter is folded and sealed within an authentic, textured envelope, printed with name and address and stamped ‘From the North Pole,’ for that extra bit of Christmas magic. Delivery is free to anywhere in the world and will be sent via first class post or the equivalent. Please ensure that you check all of the details on the screen proof provided as once the order has been paid for and processed to print, there will not be the opportunity to change the letter information.

When should I order?

We are able to take orders now so please do not delay as we plan to be very busy over this Christmas period. In the UK, Santa Claus will not however, dispatch his letters before Wednesday 30th November, unless otherwise requested. Letters being posted outside of the UK, will begin being posted on Thursday 24th November. Your order will therefore be stored, until it is time for it to be dispatched within the Christmas post. Please check the final posting dates for your given country to ensure the letter reaches you in time.

How long will it take until I receive my letter?

All orders will be dispatched by Royal Mail for both the UK and the rest of the world. Please allow 7 days from date of order (or if you have ordered prior to the 1st December, please allow seven working days from the first delivery dates noted above). International orders may take a little longer so please be patient and allow up to 10 days, given that it is also a very busy time. Contact us for more information regarding overseas deliveries, if required.

What if my letter gets lost or damaged in the post?

If you are concerned regarding the whereabouts of your letter, please visit the ‘Contact Us’ page and send us an email stating the order date and reference from your confirmation email. Unfortunately, Royal Mail is not a tracked service therefore we cannot take responsibility for any letters which are missing in the post, however we will endeavor to send you a replacement in time to reach you before Christmas.

We want you to be fully satisfied with your Christmas letter. Thorough quality control checks are carried out prior to dispatch but if you have received your item and it has been damaged in transit, in the first instance we ask that you contact us by email and then to return the goods in question. At this point, we will offer you a full refund or the option of a replacement.

How do I pay? Do I need a PayPal account to make a purchase?

You do not need to have a PayPal account to pay via PayPal as we accept all major credit and debit cards through this service. Once you are at the stage of making payment, simply click on the ‘check out with PayPal’ button and follow the on screen instructions to enter your details. Alternatively, there is an option to login as an existing PayPal customer.

How can you assure me of online security?

We treat the issue of your security with the utmost concern. Our PayPal payment method is an extremely safe and secure platform of transmitting payment. It uses cutting-edge data encryption and fraud detection tools to improve security. Your personal data will not be shared with any third parties and will not be held once you have received your Christmas letter.

What if I want to cancel my order? What is your refund policy?

In the unlikely event that you wish to cancel your order, you have the right to do so, at no charge, until the point of dispatch. Please inform us by email (see Contact Us page).

Consumers also have the right to a cancelation period of 7 working days after dispatch (beginning on the day of receipt of the goods) and this must be sent in the durable form of an email or other method of writing. The unwanted item must be posted back to us at the return address stated on the confirmation email, at which point a full refund will be made.