Reprints, Refunds & Cancellations

Reprints

If your letter hasn't arrived or there's a problem, we'll gladly reprint it. Please let us know by midday on 18th December to ensure delivery before Christmas. All letters are sent well before Royal Mail's final posting date, but if the unlikely happens and a letter doesn't arrive by Christmas Eve, we'll:

  • Reprint the letter
  • Include a special apology note from Father Christmas
  • Send a North Pole text message to keep the magic alive on Christmas Eve

Reprints Before Christmas

If a reprint is required, please contact us by midday on 18th December. This allows us enough time to print and post your letter before Royal Mail's final posting date.

If you contact us after this time, we'll still send a replacement, but it may arrive after Christmas.

Lost or Delayed Letters

We'll ask you to double-check the delivery address and postcode, or to confirm with the recipient if the letter was sent directly to them.



Correctly addressed

If the address is correct, we'll issue a reprint once a reasonable amount of time has passed for Royal Mail to deliver. (We use our common sense and discretion in deciding when to resend.)



Incorrectly addressed

If you provided us with an incorrect address, we'll still reprint the letter at no cost, but you'll be asked to cover the extra postage:

  • Royal Mail 24: £2.50
  • Royal Mail Tracked 24: £5
  • Royal Mail Special Delivery: £9.50



If Your Letter Doesn't Arrive (Our Plan B for Christmas Eve)

In the unlikely event your letter doesn't arrive by Christmas Eve, we'll send:

  • A replacement letter (with apology note from Father Christmas)
  • A PDF copy of your letter by email (as a stopgap)
  • A North Pole text message on Christmas Eve explaining the delay, sent from "The North Pole" (not a regular phone number)

Quality Promise

Each letter is individually checked before leaving the workshop. However, please note: Santa DOES NOT edit personalised sections written by you, so do read them carefully before checkout.

If your letter includes a wax seal, please remember that each is poured by hand - every seal is unique. Wax seals can leave a small mark or tear when opened - we think it adds to the authentic charm of a genuine North Pole letter!

If your letter arrives damaged, contact us right away. You may be asked for photos or to return the item. If needed, we will send a replacement promptly.

Cancellations

Due to the personalised nature of our letters and our quick production turnaround, we're unable to accept cancellations once an order has been submitted.

Refunds

Because each Santa letter is personalised and handmade, we're unable to offer refunds. If you're ever unhappy with your order, please get in touch - we'll always do our best to put things right.