1.Acceptance
When you access and use https://official-santa-letters.co.uk you are subject to the terms and conditions outlined here. You agree not to use our website for any illegal or unlawful acts, by using our site you accept to all the terms listed on here. If you do not agree to any of them then please leave our website and stop using it.
2.Credit Card Details
All payments are taken via a third party payment providers terms of use for this are available on their sites.
3.Copyright
Content on our site is subject to UK laws, any copyright or trademarks are owned by their respective owners. All of the content, design, graphics, text and other information is owned by official-santa-letters.co.uk and must not be used without prior written agreement.
4.Fulfilment
All Official Santa Letters are sent using Royal Mail with correct postage to cover delivery to any country Worldwide. Personalised Mugs and Santa Christmas Eve Chopping Boards are sent via Courier and delivery may take upto 2 weeks during peak periods.
5.Returns & Cancellations
Your personalised Santa letter should arrive in excellent condition. If for any reason you are not happy with your order, please contact our Customer Service Team using our website contact form. You will need to quote your order number, the email address you have registered and the details of the problem with the order. We aim to acknowledge any issue within 1-2 working days and will do our best to resolve any issue. We may ask you to take a photograph of the product to help us communicate with our production team/suppliers and correct any future problems. Should it be necessary, we will then advise you how to return your item.
6.Faulty Products, Spelling Errors & Incorrect details
Where an item is faulty due to Official Santa Letters making an error with a personalised product, Replacement products will be offered and sent free of charge.
Product replacements and refunds will not be offered if any spelling errors are a result of your own actions or incorrectly submitted information. This also includes non-delivery due to an incorrect address being provided to us on your original order.
Personalisation errors that occur due to incorrect information being provided on your original order include: incorrect spellings, incorrect delivery address and vague achievement information mis-interprated.
It is important that we are contacted as soon as possible regarding any spelling issues with your order. We need to be informed of any issues within three days of the delivery to give us the best chance of successfully resolving any issue.
7.Refunds
Due to our letters being a personalised products, we are not able to offer refunds once an item has been created, personalised and sent in the mail. In the unlikely event that you should be unhappy with your order, please let us know your issue and we will do our best to help you.
If you have not received your order within the stated times on our website, please contact us and let us know in good time so that if necessary, we can arrange for another to be sent out to you. Please be aware that it is also very common occurrence that letters on the same order, which are always sent out together, can get separated in the postal system and delivered on different days. Regrettably the delivery stage through the postal service is beyond our control and each letter has to make it’s own journey to you. Please be aware, we do not offer refunds for non-delivery as all letter mail is sent standard letter post no tracking is available. A replacement item will be issued when required and deemed appropriate by Official Santa Letters.
In the event that you are still unhappy with you order and would like a refund then the full item, and any other contents should be returned to us in the condition it was received. Once your return is received we will issue a refund. Please include your order number and returns information within your returned package.
Our Returns address is
Official Santa Letters, 17 Ryon Close, Andover, Hampshire SP10 4DG
8.Multiple refund requests
In the event of multiple claims for refunds from the same individual or group of individuals, we reserve the right to refuse any future orders from any such customers and will inform them of our decision in writing, via email.
9.Cancellations
Official Santa Letters supply custom made personalised products. At peak times, all orders are personalised, processed and made ready for dispatch with 2 hours of orders being received. Once personalised products have been manufactured and assembled, they are placed together with all other orders awaiting dispatch on your selected dispatch date and it is no longer possible to cancel your order. Cancellation requests must be made within 2 hours of an order being received as we can not cancel orders that have already been manufactured and made ready for dispatch.
10.Voucher Codes
Voucher codes must be applied before completing your purchase. When a valid code has been entered any effected prices will update to reflect the discount applied by the voucher code. Voucher codes can not be applied or backdated against purchases that have already been made.
Voucher codes can not be used in conjunction with any other offers or automatic discounts. When a valid voucher code is applied, any automatic discounts or offers will be removed and then the voucher code discount will be applied. Only 1 voucher code or offer can be applied to any one order. We reserve the right to withdraw or refuse any voucher codes at any time for any reason.