Your letter & questions
Already ordered?
Your private email link opens your letter room: add the personal details, review the proof, follow recorded progress and ask for help.
Keep your private link to yourself. It gives access to your order.
I haven’t received my letter-room link
Check the email address used at checkout and your junk folder. Your Shopify receipt and Claus Post invitation are separate emails. The invitation can take a little longer while the order is picked up.
Request your letter link, or contact us with your Shopify order number. Please don’t put your child’s personal details in a general message.
How do I follow progress or ask for help?
Use the same private email link throughout. Your letter room shows the latest recorded stage and delivery information when available, with a way to ask for help. For an Etsy purchase, contact us in Etsy Messages.
I spotted a mistake in the personal details
Before sending your answers, use Change on the final check page. If you have already sent them, ask for help in your private letter room. When the proof is ready, you can request a change before approving it.
After approval, ask for help promptly. We need to check whether a change is still possible; sending a message does not stop printing.
Can I change my address or cancel?
Contact us promptly, quoting your order number. We need to check the stage your order has reached before confirming a change or cancellation. See our refund policy for the applicable terms.
Before you order
When do I add the personal details?
For personalised letters: after checkout, in your private letter room. Each child has their own details and proof. For named certificates, enter the name on the product page. Blank certificates and pre-written sets need no form or proof.
Can I check the letter before it is printed?
Yes. We email you when the proof is ready. Check names, facts and wording, then approve it or request a change. Nothing is printed until the letter is approved. If we haven't heard from you near your deadline, we'll email you first.
Can I choose Father Christmas?
Yes. Choose Santa Claus or Father Christmas when you order. The letter and matching printed keepsakes use your choice.
How much is a letter from Santa?
There are four editions, each from Santa Claus or Father Christmas. North Pole Letter, £9.95: letter and named, postmarked envelope. Classic Letter, £12.95: adds a real stamp, twine and 1 gift label. Original Letter, £16.95: adds the scratch-to-reveal and a Nice List certificate with a red seal. Deluxe Letter, £29.95: adds Freddy the Head Elf's letter, a passport and a Nice List pin. Free Royal Mail Tracked 48 on every edition. See the letters.
Which ages is it for?
Any age, from babies to older children. We match the words to their age.
Is it posted from Lapland?
No. We print each letter in London and post it by Royal Mail in the UK. It travels in a plain outer envelope, with the letter inside its own named North Pole envelope.
Can I send it to a grandchild?
Yes. Use their home address as the delivery address at checkout and we post it straight there in a plain outer envelope. The form and the letter to check come to your email.
When will my letter arrive?
Order and approve your letter by 16 December. We post it free by Royal Mail Tracked 48 once you approve it. Royal Mail delivers it, so we can't promise the exact day. If you need it by a particular date, contact us before ordering. See our delivery policy for details.
Where do you deliver?
To the UK, the Channel Islands and the Isle of Man, free by Royal Mail Tracked 48. We don't deliver anywhere else yet.