Due to the letter being a personalised product, we cannot offer refunds. In the unlikely event that you should be unhappy with your order, please let us know and we will do our best to help you.
If you have not received your letter, PLEASE let us know in good time and if necessary, we will arrange for another to be sent out to you. Please be patient, but do let us know if you have not received your letter(s) a week after placing the order. Please be aware that we do not offer refunds for non-delivery. A replacement item will, however, be issued.
Should a reprint be required, please notify Classic Santa by 10am on the 20th December. This will allow us time to produce and post your letter before the Royal Mails recommended last posting cut-off.
If you contact us after this time, a replacement letter will still be sent, but it will be posted after the recommended last posting time.
All of the letters are sent out well before the Royal Mail last posting date. However in the unlikely event of a letter not arriving by Christmas Eve, we will of course issue a reprint, along with an apology letter from the big man himself, after the festive period. Refunds will not be issued.
We personally quality check all individual letters before they are dispatched. However Santa WILL NOT proofread or correct sections that have been personalised by you. Please ensure you carefully read through the letter, and it makes sense on the screen, before completing your order.
Please note that letters with a wax seal (the Luxury and Original Letters), have the wax seal poured by hand, therefore each seal will differ slightly.
The nature of a wax seal means that a mark will remain where the seal was placed. In some cases, when the seal is opened/removed, it may leave a slight rip/tear in the letter - we think this just adds to the gorgeous authenticity of the letters!
Letters that do not meet our high quality standards will be rejected. However, should a letter be damaged on arrival, please contact us immediately. You may be asked to send us photographs of the damage, or in some cases, we may ask you to return the faulty item to us along with its original packaging. If deemed necessary, a replacement letter will, of course, be sent out promptly.
The personalised nature of our letters, along with the very quick turnaround from receiving your order to printing and assembling your letters, unfortunately means we are not able to accept cancellations.
We will not share any of your personal or order information with any third party company. All orders are processed, and all letters are produced, in-house.
Once you have begun the order process, you will be directed to make payment using Paypal. Classic Santa cannot view or store your payment information - the transaction will be securely processed by Paypal.