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Your Questions - Answered

If you have any questions regarding our site and service you will probably find the answers here. If you can't find the information you're looking for please go to contact us section.

Please click on a question below to view the answer:

➤ Q. Does the Santa letter have a North Pole postmark?
➤ Q. What type of paper do you use?
➤ Q. Will children in the same family all get the same letters from Santa Claus?
➤ Q. Can I add more than one name to a single Santa Claus letter?
➤ Q. Can I change 'best friend' to 'brother' or 'sister'?
➤ Q. Will my name be on the Father Christmas letter as the sender?
➤ Q. What if I don’t have a chimney or don’t know if there’s a chimney?
➤ Q. Can I specify who the letter is signed from i.e. Father Christmas or Santa Claus?
➤ Q. When is the best time to order a Father Christmas Letter?
➤ Q. When will my letter from Santa Claus arrive?
➤ Q. Can I send a Santa letter anywhere in the world?
➤ Q. I've ordered more than one Santa Letter, but only one has arrived?
➤ Q. How much does shipping cost?
➤ Q. How old does my child have to be to receive a letter from Father Christmas?
➤ Q. Is your order system secure?
➤ Q. What forms of payment do you accept?
➤ Q. How do I check the status of my order?
➤ Q. How long does it take to receive my Santa letter?
➤ Q. What happens if my letter from santa does not arrive before Christmas?
➤ Q. Do you offer a money back guarantee?
➤ Q. What can I do if I don't like my letter from Santa?
➤ Q. Can I change a letter once I've ordered it?
➤ Q. I can't remember my password to login to My Account?
➤ Q. What are you going to do with the personal information I have provided you with?
➤ Q. Why have I been charged by credit card before the letter has been sent?
➤ Q. Tesco vouchers - how do I redeem them?
➤ Q. Why do I sometimes get errors when I click on a link or go to a new page?
➤ Q. I cannot find the answer to my question - how do I contact you?

Q. Does the letter have a North Pole postmark?
A. Yes, your letter will have a pre-printed North Pole postmark to add authenticity.

Q. What type of paper do you use?
A. We use a professional printing company to print onto high quality paper, which cannot be replicated by a home printer.

Q. Will children in the same family all get the same letters from Father Christmas?
A. To retain their authenticity, all styles of letters have different content and all our letters have multiple paragraph variations.

Q. Can I add more than one name to a single letter from Santa?
A. The letters are designed to be for one child, you could try to add another name in the fields but the letter may read a little strangely and if too long may be cut short in the print process.

Q. Can I change 'best friend' to 'brother' or 'sister'?
A. Unfortunately we cannot change anything with regards to the main content of the letter but you could add for example ‘and Sister Jane’ to the ‘best friend’ part so the letter reads ‘your best friend and Sister Jane….’

Q. Will my name be on the letter from santa as the sender?
A. All of our letters come from Father Christmas or Santa Claus and the purchaser is not mentioned on the letter or envelope.

Q. What if I don’t have a chimney or don’t know if there’s a chimney?
A. No problem there is an option to say “no Chimney” or if don’t know the letter won’t mention one.

Q. Can I specify who the letter is signed from i.e. Father Christmas or Santa Claus?
A. Yes you can select either Father Christmas or Santa Claus.

Q. When is the best time to order a Father Christmas Letter?
A. NOW! As you can appreciate Christmas is a very busy time for the postal service companies all around the world. To avoid any postal delays we suggest that you order your Santa letter as soon as possible.

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Q. When will my letter arrive?
A. If you have ordered before the 30th November, your letter will be sent at the beginning of December. If you order after the 30th November your letters will get to you before Christmas Eve, we will send all letters on a weekly basis until the last posting date specified for your country. In the unlikely event of your letter being lost or late, we offer a full money back guarantee.

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Q. Can I send a letter from Santa anywhere in the world?
A. Yes you can, although we would recommend that you order your letter as far in advance as possible to avoid any disappointment. Please check your letter destination below.

Destination Last Order Date
United Kingdom 16th December 2017
Republic of Ireland 10th December 2017
North America 1st December 2017
South America 1st December 2017
Western Europe 10th December 2017
Middle East 1st December 2017
Asia 1st December 2017
Australasia 1st December 2017
Africa 1st December 2017

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Q. I've ordered more than one Santa Letter, but only one has arrived?
A. We are very sorry when this happens. We know this can be frustrating for everybody and potentially distressing for the child whose letter hasn't arrived. Sometimes this happens even though we always mail them all together. We advise hiding the letters (if possible) until all letters have arrived safely. If you are still concerned that the letters hasn’t arrived then please contact us

Q. How much does shipping cost?
A. The price is inclusive of all shipping costs.

Q. How old does my child have to be to receive a letter from Father Christmas?
A. There is no age limit. We have letters for all people of all ages.

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Q. Is your order system secure?
A. Yes - it is. If you need further information please see our Security Statement in Terms & Conditions

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Q. What forms of payment do you accept?
A. We accept PayPal, MasterCard, Visa, Visa Electron, Switch, Switch Solo, JCB and Delta. As we are an Internet only company, we can only accept payments online and therefore cannot accept cheques.

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Q. How do I check the status of my order?
A. Please login to your account at the Login Area where you will see full details of all the letters you have ordered.

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Q. How long does it take to receive my letter from Santa?
A. To ensure all letters arrive in time for Christmas, all letters ordered prior to 30th November will be sent out by 2nd class post or airmail on the 1st December. Letters ordered after 1st Dec and prior to the final postal date for your destination will be sent out on a weekly basis. The last postal dispatch is the 17th December.

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Q. What happens if my letter from Santa does not arrive before Christmas?
A. We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee.

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Q. Do you offer a money back guarantee?
A. Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30-day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter(s) for a full refund. Your 100% satisfaction is our goal.

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Q. What can I do if I don't like my letter from Santa?
A. We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us with your order number for a Customer Return Code.

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Q. Can I change a letter once I've ordered it?
A. Yes. Please login to your account at Login area where you will be able to amend all letters that you have purchased prior to dispatch.

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Q. I can't remember my password to login to My Account?
A. Please use the 'forgotten password' button on the login page and we will send you an email to remind you of your password

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Q. What are you going to do with the personal information I have provided you with?
A. We will never pass on this information to a 3rd party unless you have given us permission to do so when placing your order. Should you grant us this permission it would only be to receive occasional mailings from us and/or other selected companies. We aim for the highest customer service standards and would only offer you relevant products at the right time. Your information will not be used in any other way.

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Q. Why have I been charged by credit card before the letter has been sent?
A. This is to verify the payment in time to avoid any problems or delays during the busy dispatch period.

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Q. Tesco vouchers - how do I redeem them?
A. To order your letter from Father Christmas Letters using Tesco Clubcard Vouchers you must return to the Tesco website and order your Santa Letter tokens (you must have a valid email address to use this product). Having redeemed your Clubcard Vouchers, we will send you an email invitation to personalise your letters. You cannot personalise your letters on this site, only by email invitation, as prescribed by Tesco. Click here for more details.

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Q. Why do I sometimes get errors when I click on a link or go to a new page?
A. You may not have your Java Scripting turned on and to view all pages on our site you will need to make a small change. This change is easy to make by following these step by step instructions. The change will not only enhance the experience of our website, it will also enhance your experience of other sites too, so it's worth taking the time to complete it. Click here for instructions

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Q. I cannot find the answer to my question - how do I contact you?
A. Please go to our Contact Us page. We aim to reply the same day or 1 working day later at the latest.