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| Q. Does the letter have a North Pole postmark? |
A. Yes, your letter will have a pre-printed North Pole postmark to add authenticity. The postmark will be next to the mail company's stamp on the top left-hand side of your letter.
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| Q. Can I add more than one name to a single letter? |
| A. The letters are designed to be for one child, you could try to add another name in the fields but the letter may read a little strangely and if too long may be cut short in the print process. |
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| Q. Can I change 'best friend' to 'brother' or 'sister'? |
| A. The letters are templates so we cannot change anything but you could add for example ‘and sister Jane’ to the ‘best friend’ part so the letter reads ‘your best friend and sister Jane….’ |
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| Q. Tesco vouchers - how do I redeem them? |
A. To order your letter from Father Christmas using Tesco Clubcard Vouchers you must return to the Tesco website and order your Santa Letter tokens (you must have a valid email address to use this product).
Having redeemed your Clubcard Vouchers, we will send you an email invitation to personalise your letters. You cannot personalise your letters on this site, only by email invitation, as prescribed by Tesco. Click here for more details.
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| Q. Why do I sometimes get errors when I click on a link or go to a new page? |
A. You may not have your Java Scripting turned on and to view all pages on our site you will need to make a small change. This change is easy to make by following these step by step instructions. The change will not only enhance the experience of our website, it will also enhance your experience of other sites too, so it's worth taking the time to complete it.
For IE click here
For AOL click here
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| Q. When is the best time to order a Father Christmas Letter? |
| A. NOW! As you can appreciate Christmas is a very busy time for the postal service companies all around the world. To avoid any postal delays we suggest that you order your letter as soon as possible. |
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| Q. When will my letter arrive? |
| A. If you have ordered before the 30th November, your letter will be sent at the beginning of December. If you order after the 30th November your letters will get to you before Christmas Eve, we will send all letters on a weekly basis until the last posting date specified for your country. In the unlikely event of your letter being lost of late, we offer a full money back guarantee. |
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| Q. Can I send a letter anywhere in the world? |
| A. Yes you can although we would recommend that you order your letter as far in advance as possible to avoid any disappointment. Please check your letter destination below. |
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| Destination |
Last Order Date |
| United Kingdom |
18th December 2011 |
| North America |
27th November 2011 |
| South America |
27th November 2011 |
| Europe |
4th December 2011 |
| Middle East |
27th November 2011 |
| Asia |
27th November 2011 |
| Australasia |
27th November 2011 |
| Africa |
27th November 2011 |
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| Q. How old does my child have to be to receive a letter from Father Christmas? |
| A. There is no age limit. We have letters for all people of all ages. |
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| Q. What is the latest date you will accept orders? |
| A. |
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| Destination |
Last Order
Date |
| United Kingdom |
18th December 2011 |
| North America |
27th November 2011 |
| South America |
27th November 2011 |
| Europe |
4th December 2011 |
| Middle East |
27th November 2011 |
| Asia |
27th November 2011 |
| Australasia |
27th November 2011 |
| Africa |
27th November 2011 |
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| Q. Is your order system secure? |
| A. Yes - it is. If you need further information please see our Security Statement in Terms & Conditions |
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| Q. What forms of payment do you accept? |
| A. We accept MasterCard, Visa, Visa Electron, Switch, Switch Solo, JCB and Delta. As we are an Internet only company, we can only accept payments online and therefore cannot accept cheques. |
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| Q. How do I check the status of my order? |
| A. Please login to your account at the Login Area where you will see full details of all the letters you have ordered. |
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| Q. How long does it take to receive my letter? |
| A. To ensure all
letters arrive in time for Christmas, all
letters ordered prior to 30th November will
be sent out by 2nd class post or airmail on
the 1st December. Letters ordered after 1st
Dec and prior to the final postal date for
your destination will be sent out on a weekly basis. The last postal dispatch is the 17th December. |
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| Q. What happens if my letter does not arrive before Christmas? |
| A. We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee. |
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| Q. Do you offer a money back guarantee? |
| A. Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30-day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter(s) for a full refund. Your 100% satisfaction is our goal. |
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| Q. What can I do if I don't like my letter? |
| A. We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us at
with your order number for a Customer Return Code. |
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| Q. Can I change a letter once I've ordered it? |
| A. Yes. Please login to your account at Login area where you will be able to amend all letters that you have purchased prior to dispatch. |
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| Q. I can't remember my password to login to My Account? |
| A. Please use the 'forgotten password' button on the login page and we will send you an email to remind you of your password |
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| Q. Why do you need my child's date of birth? |
| A. Our letter has been specifically designed to incorporate your child's age as at Christmas Day. Our software will calculate the age from the date of birth you provide. |
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| Q. What are you going to do with the personal information I have provided you with? |
| A. We will never pass on this information to a 3rd party unless you have given us permission to do so when placing your order. Should you grant us this permission it would only be to receive occasional mailings from us and/or other selected companies. We aim for the highest customer service standards and would only offer you relevant products at the right time. Your information will not be used in any other way. |
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| Q. Why have I been charged by credit card before the letter has been sent? |
| A. This is to verify the payment in time to avoid any problems or delays during the busy dispatch period. |
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| Q. Must I use the supplied entry form to enter the "Write to Santa Claus" competition? |
| A. Yes please. We expect many thousands of letters and this form is designed so that we can easily identify who your child is when we receive it. |
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| Q. I cannot find the answer to my question - how do I contact you? |
| A. Please e-mail us at
. We have 24 hour online support so your email should be replied to the same day. |
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