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Frequently Asked Questions

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

Does Santa write back?: Every letter is read. A written reply arrives only if you order the Personalized Santa Reply Package from the gift shop — we would rather be clear about that than promise something we cannot deliver to every letter.
Do you keep my child's letter?: You can download a printable copy the moment you send it. 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 that 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.
When should I order for delivery before Christmas?: Order personalised items by 15 December. Standard items dispatch within two to four working days depending on the product.
Can I personalise a gift?: Yes. Products marked as personalised have a name field, a short message field, and design options, each with a character limit so the text fits the design.
Is my payment safe?: Payment is completed on Stripe's hosted checkout page. Card details are entered on Stripe's own domain and never reach our servers.
How do returns work?: Unopened, non-personalised gifts can be returned within 14 days. Personalised and digital items are excluded. See the returns policy for the full detail.