Frequently Asked Questions

Delivery Questions

If you have any queries regarding our delivery options or procedures, please read through our frequently asked questions below. If you have a question that’s not answered, please feel free to contact us for more information.

How much is postage?

If your letter is being delivered to an address in the UK then postage is free!

When can I expect to receive my order?

For UK orders we will send your letter for using Royal Mail 1st class and it should arrive within 2-3 days from your order date. You will also receive a confirmation email when your letter(s) has/have been dispatched.

If your order is being delivered outside of the UK it can take up to 10 working days to arrive.

If you are ordering a number of letters to your household, on rare occasions they won’t all turn up on the same day. So, to avoid disappointment we advise you to wait until all letters arrive before handing them to your little ones…

Do you ship internationally

Yes, we ship to most countries world-wide. For delivery within the EU our postage costs are £1.99, for the rest of the world  postage is £2.99. To make sure your order arrives in time see here for last order dates.

What happens if my letter does not arrive?

In the extremely rare event that your letter is lost in the post, all we ask is that you contact us with your order reference. We will endeavour to get a replacement sent out immediately, free-of-charge.

Order Questions

If you have questions relating to your order or our order process, please read through our frequently asked questions below. Or, if you have a question that’s not answered, please feel free to contact us for more information.

Has my order been placed?

Once your order has been placed you will receive an order confirmation email containing your order reference number and details of your order. If you haven’t received one, please check your junk or spam folder if it’s not in your inbox.

 

Can I change my letter?

Your letter from Santa Claus is printed within hours of your order being placed. Please email orders@northpoledelivery.com quoting your order reference number and what amendments you need. If your santa letter hasn’t already been printed, we will be able to make the changes for you.

Is ordering from Real Santa Letters safe?

Yes, our website uses SSL throughout the site and uses the latest web security technology. Your contact details are only used for us to keep you up to date with your order. Our payment processor – Stripe – is an industry leading secure platform for taking/receiving card payments. Stripe uses 128-bit encryption (the highest level commercially available) to ensure your information is secure and safe.

We do not sell or share your information to third parties. Please check out our privacy policy for more information.

When is the last order date in time for Christmas?

UK

To ensure your letter from Santa arrives on time, our last postage day for customers in the UK is December 18th 2017.

Outside UK
Last order dates for deliveries being made outside of the UK can be found below.

Friday 15th December
Belgium, France, Ireland, Luxembourg

Thursday 14th December
Austria, Denmark, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain, Switzerland

Wednesday 13th December
Canada, Finland, Sweden, USA

Tuesday 12th December
Czech Republic, Germany, Italy, Poland

Friday 8th December
Greece, Turkey, Australia, New Zealand

Free UK Delivery

We offer free, Royal Mail 1st class UK delivery on all of our letters

Worldwide Delivery

Deliveries to Europe are just £1.99, the rest of the world, just £2.99

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Secure Shopping

Our website uses 256-bit SSL encryption ensuring your security

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