FAQs

We've tried our absolute best to answer any questions you may have about our letters below. However, if your question hasn't been answered then don't worry. Nip over to our contact page here and send us your question. We'll aim to get back to you ASAP, usually within 24 hours. 

 

What do the letters consist of?

Each of our letters come with different items depending on the letter package. We offer 1 standard letter and 3 premium letters. All of the letters contain the following:

1 x personalised letter from Santa on Ice Gold Metallic parchment paper.

1 x genuine "SC" inscribed red wax seal

1 x "Nice List" confirmation certificate

The standard letter also includes:

1 x personalised speckled brown kraft side opening envelope wraped with red and white yarn

The premium letters also include:

1 x personalised red kraft envelope with string and washer fastening, also wrapped with red and white yarn. 

Depending on which premium letter you choose it will also include:

1 x piece of 'Magical Never Melting Ice' in a red draw string bag with personalised swing tag

OR

A magical map belonging to Bushy the Elf who accidently left it behind when he left on his round the world adventure for Santa

OR

1 x Santa's Magical Key for only the best behaved boys and girls

How are the letters personalised?

It's really simple. Just enter your personalisation information on the product page where asked, submit your order and we'll take care of the rest. 

Can I write my own letter?

This year we aren't offering a completely customised letter. Unfortuantely over the past few years we found that these letters didnt meet our strict quality requirements, as the content either wasn't sufficient, or the letter didn't flow correctly. If you really do want to completely write the content of the letter yourself, then contact us and we'll see what we can do.

Are all of your letters the same?

No. For 2019 we are offering on original letter, and three premium letters. Just check out our letters for all the details.  

Who do you use to deliver the letters?

All of our letters our delivered using Royal Mail 1st Class Post.

How long will it take for my letter to arrive?

We aim to dispatch all letters within three days of being ordered. In our experience, 95% of all Royal Mail 1st Class deliveries take 1 working day to arrive after dispatch. 

How do the letters arrive and will my child know it came from me?

Your child's personalised and bespoke letter package from Santa is sealed within either a kraft brown end opening envelope, or a kraft red end opening envelope with a string and washer closing. This depends on which letter you choose. This envelope is then inserted into a red padded envelope addressed to the parent (or whoever orders the letter from our site) and dispatched. These red envelopes will have the North Pole Mail logo in the top left hand corner so you know what's inside. Just simply remove the letter from Santa from the padded envelope in secret and deliver to your child how you wish. We suggest letting it magically appear on the fireplace over night, or dropping it on the door mat yourself! The reason for this extra padded envelope is to protect the actual bespoke letter from Santa as it travels through the Royal Mail's network. It also enables us to design the actual letter envelope more like a letter from Santa, which we wouldn't be able to do without using the extra padded envelope. 

Why does the shipping address have my details on it if it's for my child?

So we can offer the most authentic feel to our letters as possible we ship the letter inside a red padded envelope addressed to the individual who ordered the letter. This is so we can use a "North Pole" post mark on the personalised envelope which wouldn't be allowed by the Royal Mail if we sent the personalised letter without an outer envelope. 

What do you charge for delivery?

Postage and packaging is completely FREE. The price you see is the final price that you'll pay.

Do you offer express delivery?

We offer Royal Mail 1st Class delivery. In our experience 95% of all Royal Mail 1st Class deliveries arrive within 1 working day after dispatch. 

Do you offer international shipping?

We can ship your letter to anywhere in the United Kingdom. Unfortunately, at the moment we do not ship our letters to anywhere outside of the UK.

When is the latest I can order a letter in time for Christmas?

We will publish our 2019 order cut off time and date on the 9th of December. We will update this section once that cut off date has been set.

What if my letter is damaged or isn't personalised correctly when it arrives?

Please go to our Returns and Refunds information page here for further information. 

How do I get in contact with the North Pole Mail?

If you would like to contact us all the information can be found here.

Can I have a letter in a language other than English?

Sorry, at the moment we can only offer our letters in English.

What payments methods do you accept?

We accept all major debit and credit cards. You can also checkout using your PayPal Account or Apple Pay account.