FAQs

Contents

• First Posting Dates
• Last Posting Dates
• What exactly is included in the price of a Santa's letter?
• When should I order?
• How long will it take until I receive my letter?
• What if my letter gets lost or damaged in the post?
• How do I pay?
• How can you assure me of online security?
• What if I want to amend my order?
• What if I want to cancel my order? What is your refund policy?
• What happens if I choose to send all letters to one address?

First Posting Dates

Whilst we encourage you to place your Santa's 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: Monday 24th November
International: Wednesday 12th November

Last Posting Dates

Please do not place a Santa's 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:

What exactly is included in the price of a Santa's 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 Santa's letter 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 the first posting dates listed above unless you've purchased the 'Skip the Queue' extra. If you have not purchased the 'Skip the Queue' extra then your order will 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?

Please Note: Unless you purchased the 'Skip the Queue' extra, your letters will not be dispatched until the first posting dates above. All orders will be dispatched by Royal Mail for both the UK and the rest of the world. If your order is being sent to the UK or Europe, please allow 7 days from date of order for your order to arrive. International orders outside of Europe may take a little longer so please be patient and allow up to 12 days, given that it is also a very busy time. You can follow the status of your order using our Order Search Page

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

If you are concerned regarding the whereabouts of your Santa's letter, please visit the ‘Contact Us’ page and send us an email stating the order date and reference from your confirmation email. Our standard shipping uses the basic Royal Mail service which is not a tracked service and we therefore cannot take responsibility for any letters which become 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?

We accept all major credit and debit cards and even support other payment methods such as PayPal. Once you are at the stage of making payment, simply follow the on screen instructions to enter your details. All Payments are handled securely by Stripe, one of the world's largest payment gateways. You can find out more about Stripe here. We do not store your payment details ourselves and data security is extremely important to us.

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 amend my order?

Due to the high volumes of letters being created, unfortunately we are unable to accommodate requests for changes to text or details once your order has been placed. We kindly ask you to review the online preview of your letter meticulously before finalizing your order. This will ensure that all information is accurate and meets your requirements.

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.

What happens if I choose to send all letters to one address?

We will send all of your children's letters to an address specified by you in one package to ensure that they arrive at the same time. We’ll package all of your letters, along with their authentic envelopes addressed to the children inside a larger envelope. When it arrives, you can simply take the regular envelopes out and hand them to your little ones. They’ll still look like they’ve been mailed from Santa’s workshop!