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Terms and conditions


These terms and conditions apply to the use of our website (www.myletterfromsantaclaus.com) and services provided by it. By accessing this website and/or placing an order you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions you may not use, order from or access this website.

Access - You are provided with access to this website in accordance with the terms and conditions set out below. Any orders placed by you must be placed strictly in accordance with these conditions.

Indemnity - You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website personal information.

Our Rights - We reserve the right to:

  • modify or withdraw, temporarily or permanently, this website (or any part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to or withdrawal of the website; and/or
  • change the Conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the conditions have been changed. If you do not agree to any change to the conditions then you must immediately stop using the website.

Privacy - My Letter From Santa Claus Ltd will treat all your personal information as confidential (you should be aware that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your personal information we are entitled to do so). We will keep your information on a secure server protected by an SSL certificate and we will fully comply with all applicable UK Data Protection and consumer legislation in place.

This website is protected by a high security SSL Certificate which ensures encrypted and safe storage/transfer of your personalized information to our servers.

When you shop on www.myletterfromsantaclaus.com, we will ask you to input and will collect personal information from you such as your name, e-mail address, telephone number, recipient's name, recipients address, recipient's gender, product selections and product personalization information. We may also collect information about where you are on the internet (eg the URL you came from, IP address), your browser type, the country and the pages of our website that were viewed during your visit. You should be aware that this site is being monitored and may capture information about your visit that will help us improve the quality of our service. We do not collect, ask for or obtain any payment details. This is collected by PayPal. For their terms and conditions please visit www.paypal.com.

We use your information only for the following purposes:

  • Processing your orders;
  • For statistical or survey purposes to improve this website and its services to you;
  • To administer this website;
  • To notify you of products or special offers that may be of interest to you.

You agree that you do not object to us contacting you for any of the above purposes whether by telephone, e-mail or in writing and you confirm that you do not and will not consider any of the above as being a breach of any of your rights under the Privacy and Electronic Communications (EC Directive) Regulations 2003.

  • Strictly Necessary Cookies. These cookies are essential in order to carry out transactions or a request initiated by you. Examples include, remembering information provided by you as you move through the site to place an order.
  • Functional Cookies. These cookies allow the website to remember choices you have made in order to provide functionality for your benefit. For example, functional cookies allow the website to remember settings specific to you, such as, for example, your country/region selection.
  • Analytic Cookies. These cookies allow us to collect data relating to your use of this website, including the content on which you click while browsing this website, in order to improve the performance and design of this website. These cookies may be provided by our third party analytic tool provider but are only used for purposes related to this website.

Every web browser offers ways to manage, restrict and delete cookies. For more information on how to manage cookies through your web browser visit your web browser's development page.

Payment and Prices - Payment will be taken in full at the time of ordering your personalized letter from Santa Claus. Prices listed on the website are in Australian Dollars ($) for Australia orders, Canadian Dollars ($) for Canada orders, Euro (€) for Ireland orders, New Zealand Dollars ($) for New Zealand orders, UK pounds sterling (£) for United Kingdom orders and USD ($) for United States of America orders. For terms and conditions regarding exchange rates, Debit or Credit Card payments please visit the terms and conditions page at www.PayPal.com.

The sales tax applicable to your order will depend on a number of factors. These include the following:

  • Where the goods are to be delivered to eg AU, CA, EU, UK, USA;
  • If you have indicated the goods are to be delivered outside of the EU no sales taxes are included in the price

UK sales tax and duties are included. You shall be responsible for any non UK, local sales or other tax chargeable on the sale or export of the goods ordered by you through the My Letter From Santa Claus Ltd website. You are responsible for paying any import or similar duties which may be levied on the export or import of the goods ordered by you.

My Letter From Santa Claus Ltd reserves the right to change any advertised price at any time.

Placing Your Order - Your confirmed order for a personalized letter from Santa Claus from My Letter From Santa Claus Ltd will be confirmed by an order confirmation page which you will be directed to once PayPal payment has been made. You will also receive a confirmation email. Once you have received a confirmation email with order number we will begin processing your order for dispatch. Any issues with your order will be directed to the email address or phone number that you supplied at point of order. It is your responsibility to ensure any questions we may have relating to your order are answered before the 2nd December for Australia and New Zealand orders, 8th December for Canada and United States of America orders, 12th December for Ireland orders and 15th December for United Kingdom orders.

Delivery, Shipping And Last Order Dates - All prices quoted on this website include delivery and shipping costs. Territories we deliver to are Australia, Canada, Ireland, New Zealand, the United Kingdom (including Northern Ireland and the Channel Islands) and the United States of America (excluding South America and Antarctica). To ensure that all personalized letters from Santa Claus are delivered before Christmas Day, please ensure you reference the last order dates listed below.

Orders received after the last order dates will be accepted and charged for. Every effort will be made to deliver before Christmas Day but may be subject to delivery after Christmas Day owing to late order submission.

Orders received for territories that we do not deliver to will not be refunded and will not be delivered. If you are in doubt as to whether we deliver to your local territory please email Mrs Claus at mrsclaus@myletterfromsantaclaus.com for more information.

Australia guaranteed delivery before Christmas - Order must be placed on or before December 3rd. All orders will be dispatched via Royal Mail Standard International with a maximum 12 day lead time. Orders will still be accepted after December 3rd, but delivery before Christmas Day is not guaranteed on such orders.

Canada guaranteed delivery before Christmas - Order must be placed on or before December 8th. All orders will be dispatched via Royal Mail Standard International with a maximum 9 day lead time. Orders will still be accepted after December 8th, but delivery before Christmas Day is not guaranteed on such orders.

Ireland guaranteed delivery before Christmas - Order must be placed on or before December 13th. All orders will be dispatched via Royal Mail Standard International with a maximum 8 day lead time. Orders will still be accepted after December 13th, but delivery before Christmas Day is not guaranteed on such orders.

New Zealand guaranteed delivery before Christmas - Order must be placed on or before December 2nd. All orders will be dispatched via Royal Mail Standard International with a maximum 14 day lead time. Orders will still be accepted after December 2nd, but delivery before Christmas Day is not guaranteed on such orders.

United Kingdom guaranteed delivery before Christmas - Order must be placed on or before December 16th. All orders will be dispatched via Royal Mail 1st Class with a maximum 5 day lead time. Orders will still be accepted after December 2nd, but delivery before Christmas Day is not guaranteed on such orders.

United States of America guaranteed delivery before Christmas - Order must be placed on or before December 8th. All orders will be dispatched via Royal Mail Standard International with a maximum 9 day lead time. Orders will still be accepted after December 8th, but delivery before Christmas Day is not guaranteed on such orders.

We will do everything in our power to ensure that all orders are delivered before Christmas Day. However, we do not accept any responsibility for late or failed delivery if outside of My Letter From Santa Claus Ltd control. The personalized information used to complete your letter from Santa Claus can only be verified by you, the customer, at point of purchase. Please ensure all details are correct at the time of proceeding to checkout.

Returns, Refunds And Complaints - In the unlikely event of your letter arriving in a damaged condition we will send a replacement letter providing the issue is raised before 19th December. Email Mrs Claus at mrsclaus@myletterfromsantaclaus.com with your order number and photographic evidence of damaged goods and we will send you your replacement letter.

No refunds will be issued owing to incorrect personalization of your letter from Santa Claus under any circumstance. We recommend that you check all personalization details before you proceed to checkout.

Refund requests, for any reason, will not be considered if raised with My Letter From Santa Claus Ltd later than 28 days from order date. If you feel a refund is required on one of our letters, please return the letter and its original packaging via Royal Mail Signed For Special Delivery with an explanation as to why you feel a refund is required. We will investigate each refund request on a case by case basis. We wholly and unreservedly reserve the right to refuse refunds on any basis. No refund will be made on postage costs associated with returning a letter for refund consideration. Please send returns to My Letter From Santa Claus Ltd, Yule Lodge, 22 Yewlands, Sawbridgeworth, Hertfordshire CM21 9NP

Feedback - We would love to hear your feedback to help us make the My Letter From Santa Claus Ltd experience and product better for our customers. Please email feedback to mrsclaus@myletterfromsantaclaus.com or post on our Facebook, Twitter or Google + pages.

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