Frequently Asked Questions

Video from Santa

1. When will I receive my video? 
2. Can I order one joint video for two children? 
3. What is the difference between the single and the joint version? 
4. Will I get a DVD with my video? 
5. My child's name is not on the list, what should I do? 
6. Are the photos and information I've added to the video confidential? 
7. Can I edit my video after the order has been placed?  
8. The video is not playing on my computer, what can I do? 
9. How can I record my video on a CD/DVD ? 

Letters from Santa

1. When will my letter arrive? 
2. Can the letter be sent abroad? 
3. Can I order one joint letter for two children? 
4. What exactly will I receive when I order a letter from Santa? 
5. Why hasn't my letter arrived yet? 
6.  Will my letter arrive before Christmas? 
7. Has my order been accepted? 
8. Has my payment reached your account? 
9. Can I change the letter after placing the order? 
10.  Can the letter be returned? 
11.  Is my personal data safe? 
12.  Where are the letters posted from?
13.  What is the total cost of a letter?

Payment

1. When will my letter arrive?

Complaints and Returns

1. Returning your letter? 
2. Returning your video?

Video from Santa

1.  When will I receive my video? 
Your Santa Claus video should be delivered to your e-mail address no later than within 3 hours from receipt of your payment. The above refers to quick online payments. In case of a traditional bank transfer, this can take up to 10 working days. 

2.  Can I order one joint video for two children? 
Yes, this option is now available. To order a video for siblings,  please select the Joint Video option

3.  What is the difference between the single and the joint version? 
The single version is addressed to one child. The joint version refers to two or more children. The joint version has the same contents as the single version, but does not include greeting the child by name or saying the child's age aloud in the video. 

4. Will I get a DVD with my video? 
Unfortunately, we don't provide this service. You will receive your video in about twenty minutes in the form of a link delivered to your e-mail address. After downloading the file, you will be able to record it on a CD or DVD yourself. 


5.  My child's name is not on the list, what should I do? 
Check if the name you are looking for is not listed in another variation, e.g. in a diminutive form etc. If the name you need is really not on the list,  please send us an e-mail so that we can add it to our database in the future and let Santa reach all children with his message!

6. Are the photos and information I've added to the video confidential? 
Photos and any other information are used by our application exclusively to create a video message and are not exploited in any way or stored for other purposes.  Other personal details can be used for contact purposes, to complete the order or in other cases specified in the Terms and Conditions. 
 
7.  Can I edit my video after the order has been placed? 
The message cannot be edited after the order has been placed. However, the film can be edited from the basket by selecting the option 'Edit' inside the basket BEFORE placing the order.  To change contents of a video which has already been ordered, you need to place a new order. The previous order will be automatically cancelled if the payment is not completed. 

8. The video is not playing on my computer, what can I do? 
 If the video is not playing, you probably don't have the right codec packs or the latest Flash version installed on your device. To display the video correctly, please use the links below: 

• Adobe Flash link
• Codec pack link
• Video player link

9.  How can I record my video on a CD/DVD or other media? 
To record the video on a disk, you will need:

1.  A computer with a CD or DVD burner 
2.  A blank CD or DVD disk 

 After downloading the video on your computer: 

3.  Insert a blank disk into the burner. 
4.  Click on My Computer and open the CD/DVD disk folder. 
5. Drag the video file into the open CD/DVD disk window
6. Follow the instructions on your screen. 

Letter from Santa

1. When will my letter arrive? 
Your letter should reach you within 14 working days from receipt of your payment. You will receive an e-mail from us with confirmation after your letter has been posted. If you haven't received your letter after that time, please send us an e-mail.
2.   Can the letter be sent abroad? 
Yes, we post letters to all countries in the world. While placing your order please select the country where you wish your letter to be posted to.  

3. Can I order one joint letter for two children or e.g. an entire school year? 
For letters, we don't have group message templates, but you can change the contents yourself and adjust them to several addressees. 

4. What exactly will I receive when I order a letter from Santa?
You will receive a personal letter from Santa Claus addressed directly to your child or another person for whom it was ordered. The letter is printed on thick decorative paper with original graphic design and Santa's golden stamp. It all comes in a beautiful Christmas envelope. 

5. Why hasn't my letter arrived yet?
If after 14 working days from your payment having been received by us your letter still hasn't arrived, please contact us. Sometime the postal service lets us down or there is a mistake in the address making it impossible for the letter to be delivered.

6.  Will my letter arrive before Christmas?
 We accept orders up to the 14th of December to ensure that all letters arrive on time. If you want to be sure that your letter will not be delayed, please place your order well in advance.

7. Has my order been accepted?

As soon as your order has been placed we will send you an e-mail with confirmation. This means that the order has been accepted.

8. Has my payment reached your account?

As soon as your payment has been received, we will send you an e-mail with payment confirmation.

9.  Can I change the letter after placing the order? 
 Please place a new order and pay for the one you want to keep. The previous order will be automatically cancelled if no payment is received. 
 
10.  Can the letter be returned?
 If your child or the person for whom the Santa letter was ordered is not completely delighted with our letter, you will have 60 days from your payment being received by us to send the letter back and get 100% of the amount you paid back, no questions asked. The payment, 

11.Is my personal data safe?
 Yes. The safety of your personal data is one of our priorities. We don't sell or use your data for any purpose other than specified in our Terms and Conditions.

12. Where are the letters posted from?
  All letters, with the consent of Santa Claus, are posted from Warsaw so that they can reach their addressees in Europe and on other continents even faster. 

13. What is the total cost of a letter?

Personalised letter: €9.90
Priority postage: €1.40
Total: €10.30

Payment

How can I pay?
All payments are carried out through the secure PayLane service.
We accept the following payments:

1. PayPal
2. Credit card: Visa, MasterCard, Maestro, Discover, Diners Club International, Carta Si, JCB, American Express, Bleue, Giropay, Sofort

We don't charge any additional fees for electronic payments.

Complaints and Returns

Returning your letter

If your child or the person for whom the letter from Santa Claus was ordered is not completely en-chanted with our letter, you can send it back together with your Agreement Withdrawal (withdrawal_from_a_contract) within 60 days from the payment being recorded and receive a 100% refund of the price you paid, no questions asked. The money, together with return postage cost, will be transferred to your ac-count indicated in the claim no later than 14 days from the date of posting the returned letter.

Letter return address:
SANTA Piotr Zielawski
Orzycka 4a m.68
02-695 Warszawa
POLAND

Returning your video

If after watching the personalized video message from Santa you decide that Santa did not meet your expectations and could have done better, you can request a 100% refund of the price you paid within 60 days from the payment being recorded. In order to receive a refund you just need to e-mail us your Agreement Withdrawal  (withdrawal_from_a_contract). The money will be transferred to your account indicated in the claim no later than 14 days from claim submission date.

If you have any questions, please contact us at: [email protected]