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Frequently Asked Questions

If your question is not answered here, our team is a message away.

Before you publish: 4answers below are marked “confirm before launch”. They cover delivery costs, delivery times, where you ship, and how you handle siblings. Only you can decide those, so they have not been invented for you.

Letters from Santa

What is a letter from Santa?: A printed letter written in Santa's voice, addressed to the person you name and posted to your address. You choose the style, we print it, seal it, and send it. Every style is written out in full on our Letters from Santa page, so you know exactly what will arrive before you order.
Can I read a letter before I buy it?: Yes, and we would rather you did. Open any style from the Letters from Santa collection and you get the complete text, not a teaser. You can type a name into the preview to see how it reads.
Will the letter mention that I bought it?: No. The letter and the envelope come from Santa Claus. Your name appears nowhere on either.
Can I add my own wording?: Yes. The personalisation box on the product page takes a short message, and there is a character limit so it fits the page without crowding Santa's handwriting.
I have several children. Will they all get the same letter?: Order a different style for each child and each letter will be different. Decide how you want to handle siblings who ask for the same style, and say so here.Confirm before launch
Do you write letters for anything other than Christmas?: Yes. There are birthday, graduation, wedding, and anniversary letters, a mid-year hello for the middle of summer, and an after-Christmas letter for the quiet week before the new year.

Writing to Santa

Does it cost anything to write a letter to Santa?: No. Writing to the North Pole through this site is free, as are the films, the carols, the recipes and all sixteen letters from Santa.
Do you keep my child's letter?: You can download a printable copy the moment you send it, generated in your own browser. What we retain, and for how long, is set out in the privacy policy.
Why do you ask for a parent or guardian email?: So any reply goes to a grown-up rather than to a child directly. We never ask for a child's own email address or phone number, and the letter form has no field for a home address.
Does writing a letter get me a reply from Santa?: Not on its own. Every letter is read, but a written reply only arrives if you order the Personalized Santa Reply Package. We would rather say that plainly than promise a reply to every letter and not manage it.

Ordering and payment

How do I pay?: Checkout happens on Stripe's own hosted payment page. Your card details are entered on Stripe's domain and never reach our servers, and we never see or store your card number.
When is the deadline for Christmas delivery?: Order personalised items, including letters from Santa, by 15 December. Standard items are dispatched within two to three working days and personalised items within four.
Can I order from outside the country?: Confirm which countries you ship to before launch and list them here, along with any items that are domestic only.Confirm before launch
My cart emptied. What happened?: Your cart is stored in your own browser, so it survives a refresh but not a different browser, a private window, or clearing your browsing data. If your browser blocks site storage entirely, the cart cannot carry between pages.
Can I change or cancel an order after placing it?: Sometimes, if it has not been printed or packed yet. Email us quickly with your order number and we will tell you honestly whether it is still possible.
How do I check on my order?: Email orders@alettertosantaclaus.com with your order number. Our support hours are Monday to Friday, 9:00 AM to 5:00 PM.

Shipping

How much does delivery cost?: Delivery is calculated at checkout from your address. Printable and digital gifts have no delivery charge. Set your exact rates before launch and state them here.Confirm before launch
When will my order arrive?: Add the dispatch time shown on the product page to your carrier's delivery window. Confirm your carrier and its typical transit time before launch, and put the real numbers here.Confirm before launch
Something arrived damaged.: Keep the packaging and email orders@alettertosantaclaus.com within 7 days with your order number and a photograph. We will replace it or refund it, whichever you prefer.

Returns

Can I return a gift?: Unopened, non-personalised gifts can be returned within 14 days of delivery for a refund of the item price. The returns page has the full detail.
What cannot be returned?: Personalised items, because they are made for one person and cannot be sold again, and printable or digital gifts once the download has been sent.

Still stuck? Email hello@alettertosantaclaus.com or use the contact form.