Is there something we can help you with?
Check out our FAQs below
If you have any queries, you’ll be able to find the most common questions about our letter from Santa service below – from what to expect in terms of delivery, to what to do if you’ve made an error on your order. If you can’t find the answer to your question below, please contact us via our Contact Us page.
01. When do you begin shipping?
Our first dispatch is at the start of November but we are able to accept orders throughout the year. Some customers order early in the year because we operate on a first come, first served basis. We have limited stock so recommend you order early to ensure you don’t miss out.
02. How long will my order take to be delivered?
We create your letter from Santa within an hour of receiving your order but the time it takes to be delivered will depend on your geographical location and local mail network. As a guide we recommend:
Australia and New Zealand – Up to 15 working Days
Eastern Europe – Up to 12 working days
Central Europe, incl. Ireland – Up to 10 workings days
United Kingdom – Up to 5 working days
United States of America – Up to 10 workings days
Rest of the World – Up to 16 working days
In some instances delivery of your letter from Santa may take longer owing to the limitations of local mail networks.
03. Can you ship a letter from Santa Internationally?
Absolutely! We have over 60,000 happy international customers to date, with many returning yearly to order their letter from Santa. Simply select your territory from the dropdown menu found at the top of the page.
We recommend our international customers order their letter from Santa as early as possible to avoid disappointment, because the closer to Christmas you place your order, the less likely you will receive it before Christmas Day. Our recommended last order dates can be found below (section 8).
04. Can I choose my letter from Santa delivery date?
We understand that parents/guardians would like to control when their children receive their letter from Santa. Unfortunately, we are unable to specify delivery dates, but don’t worry. Each letter from Santa is shipped in a discreet white pack and is addressed to the child’s parent/guardian. This allows the arrival of the letter to be staged at a time that suits your family. Some parents place the letter from Santa at the foot of the bed, in the Christmas tree or next to the fireplace – we’ve even heard of family members dressing up as Santa himself to deliver it in person!
05. What happens if my order hasn't arrived?
It is very rare for a letter from Santa to go missing. First, check our recommended waiting times above (section 2). If you have waited for the recommended amount of time for your geographical location, please email firstname.lastname@example.org with your order confirmation number. We’ll investigate and if required we’ll get a replacement letter from Santa to you at no extra charge.
06. Can I amend my letter from Santa order?
Once you have placed your order for a letter from Santa we will create your order within the hour. For this reason, if you need to change your order, or the details in the letter, you will need to contact us very quickly. Please email us at email@example.com if you want us to amend your order, quoting your order confirmation number and the changes you need us to make. If we haven’t already created your letter from Santa, we will make your changes for you free of charge.
07. How do I know if my order has been placed?
If you set up an account with us while placing your order for a letter from Santa, you can sign into your account here and see your order status.
Whether you have an account with us or not, you will receive a confirmation email once payment has been made. This will contain your order number which you will need to quote if you need to contact us. If you haven’t received your confirmation email, please check your spam and junk folders to be sure.
08. When is the latest I can order?
We recommend you order your letter from Santa as soon as possible to ensure your delivery arrives before Christmas Day. Here’s a guide to our recommended last order dates:
Australia and New Zealand – 1st December
Eastern Europe – 7th December
Central Europe, incl. Ireland – 12th December
United Kingdom – 16th December
United States of America – 10th December
Rest of the World – 5th December
09. How will my letter from Santa arrive?
Each letter from Santa is shipped in a discreet white pack and is addressed to the child’s parent/guardian. This provides protection for the Santa letter while in transit and allows the arrival of the letter to be staged at a time that suits your family. Some parents place the letter from Santa at the foot of the bed, in the Christmas tree or next to the fireplace – we’ve even heard of family members dressing up as Santa himself to deliver it in person!
For your convenience, the delivery pack has been designed to ensure it will fit through a standard sized letterbox and will not require a signature on delivery.
10. Part of my order is missing...?
If you have ordered more than one letter from Santa in your order, we will dispatch them at the same time. Once the letters are with Royal Mail they are out of our control. In some circumstances, Royal Mail, or your local mailing office, may deliver some letters on different days, but usually if you’ve received one you should receive the rest on the next day. If for some reason you do not receive the rest within two days of receiving the first, please contact us. We will investigate and resend any missing letters free of charge.