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FAQs - Questions about our products and services

Frequently Asked Questions

Video from Santa Claus

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. When payment is made by traditional bank transfer, it can take up to 7 working days. 

After that time, please check your inbox or log into your account.

If you still can’t find the link to your video, please follow these steps:

a) Please check your email address – you should find all the details about delivering your video in a data preview.

b) Is your e-mail address correct? – please write in your e-mail’s search box „video from Santa Claus”; some domains put our mails straight into spam or the advertising offer folder.

c) Let us know if you still are not able to find an e-mail from us – write to us at
[email protected]

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. In the joint version, you will find exactly the same content as in the single except some differences in particular films.

4. Will I get a DVD with my video?

Unfortunately, we don't provide this service. You will receive your video 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. Please find below a description of that process.

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 add it through the form (next to the name list) 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 exclusively by our application to create a video message and are not exploited in any way or stored for other purposes. We do not share that information even with our staff. The recipient of the message won’t know them either. Our staff do not check the content of your video messages or letters unless you send us a request to do so.

7. Can I edit my video after the order has been placed?

You can edit your video anytime (except changing a name of a recipient). Please log into your account and press “edit”. You can change the photos and other information in the video many times.

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 Claus

1. When will my letter arrive?

Your letter should reach you within 10 working days from receipt of your payment. After that time, please check your inbox or log into your account and check the shipping status.

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. Additional cost will be added if you choose your shipping abroad. Please find details in Shipping.

3. Can I order one joint letter for two children or e.g. an entire school year?

We don't have group message templates for letters, 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 an original graphic design and Santa's golden stamp. It all comes in a beautiful Christmas envelope. On the top of the envelope, you’ll find a big Polish Post Office stamp and smaller colourful stamps.

5. Why hasn't my letter arrived yet?

If after 10 working days from receipt your payment your letter still hasn't arrived, please contact us. You should have confirmation of payment sent to your e-mail from our service. There can be a few reasons it occurs:

a) the date of payment confirmation - the confirmation date of your money transfer can differ from the day you settled the bill. Various banks count that time differently and it can take even up to 7 working days.

b) your payment was declined because of some payment errors. Please check your payment status in your account.

c) missing data – if in your order there are some missing empty fields, we cannot send the letter. We will try to contact you by e-mail or by phone to fix it.

d) the Polish Post Office let us down – please contact us so we can send the letter again without any additional costs.

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 the recipient to get the letter no later than 6 December, please place your order before the 28th of November.

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. You can also check it on your account.


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. You can also check it on your account.

9. Can I change the letter after placing the order?

Yes. All changes of the letter’s content can be done through your account but only before we confirm your payment. Then your letter will be produced by our elves and put into an envelope. Because of that, you can no longer change it.

10. Can the letter be returned?

Yes. 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 receipt of payment to send the letter back with a signed and filled withdrawal of contract to get 100% of the amount you paid back, no questions asked. Your money will be sent no later than 14 days from the date of receiving your withdrawal.

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. Your data are highly protected in our service and used only to prepare your order. No one has an access to them, even our staff. The recipient of the gift will also not know who sent the present, that way you can give an anonymous gift.

Our staff do not check the content of your letter/s. They do it only at your request to correct grammatical mistakes after receiving an e-mail from you.

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 around the world and on other continents even faster.

13. Why does the letter have no tracking number?
- All letters are our priority. However, due to technical issues, we do not offer letters to be sent priority, which means that your letter won’t have a tracking number. We cooperate with the Polish Post Office, which guarantees us on time delivery.

13. What is the total cost of the letter?

All prices are given next to the letters. Shipping costs vary from the chosen shipping area of the world. You can find it on the Price List.


My account

1. Do I have to register on the Elfi website to place an order?

Yes, but it takes only 3 minutes. Thanks to this, you’ll be able to edit your video or list even after placing an order. Additionally, you will get access to the Elfi free zone to track your order status. If you plan to place an order next time, you don’t have to enter all the data again.

2. How can I register my account?

Please click ‘My account’ at the top corner of the website and fill it with data. It will take only 3 minutes.

3. How can I change data in my account?

All you have to do is click ‘Edit’ after clicking on your name in the My account section.


How can I pay?

All payment are carried out through safe payment systems like PayPal, PayU, and credit cards.

We accept the following payment:

a) traditional bank transfer

b) express Internet transfer: mTransfer, iPKO, Alior itp.c) credit cards (Visa, MasterCard) d) PayPal. We don't charge any additional fees for electronic payments.

ATTENTION: We do not offer cash on delivery. How can you settle the bill on your bank account?

If you want to make a traditional bank transfer in your bank or post office, please use the guidance below:

a) In the payment section, please select „traditional transfer”

b) Press pay safely

c) On the PayU website press, „I accept, and then „transfers pattern”. The completed pattern can be printed or you can just jot down the information from it and pay it at the bank or post office cash.

I have a problem with PayU. An error keeps occuring. What should I do?

Please find below a list of possible errors and their descriptions:

203 – inadmissible value pay_type for a given pos_id.

This error occurs when a chosen bank transfer is currently unavailable. Please do not finalise the order and place a new one, but first inform us by e-mail about that situation so we can remove it from our base. Otherwise you can get an automatic payment-reminder message from our service.

204 – this error means the transaction you started cannot be supported by the chosen bank at the moment. Please wait a few hours and try again.

502 – This error means that you have already started a transaction via PayU and it hasn’t been finished (e.g. you pressed undo in the search engine). To continue, please place a new order and let us know about that situation. We will remove the unpaid order from our database, which will prevent our system from sending you payment reminders.

504This error occurs when:

- a payment link expired (is older than 10 days)

- you already started the payment process but then clicked “undo”

- you started the payment but do not have enough funds in your bank account and the payment has been declined

Please let us know if this purchase will not be continued and we will remove the unpaid order from our database, which will prevent our system from sending you payment reminders.




Letter from Santa Claus


We ship all letters via the Polish Post Office. They are paid as priority letters and are delivered within 1-5 working days from the day we confirm your payment.


Shipping costs

Poland- 2,5zł Abroad (all world) - 6zł

Time of letter’s delivery Poland – up to 10 working days (usually faster)

Abroad – up to 14 working days

Video from Santa Claus

A video is sent to your e-mail address as a link and you can also find it immediately on your account.

Video delivery: within 2 hours after payment confirmation


Refunds & Returns


Only 2 simple steps! We promise.


You can request a refund anytime within 60 days, not questions asked. All you have to do is to send us a withdrawal of contract, and we will send your money back on your account. No tricks or fine print.


Letter refund


If the recipient is not fully satisfied with their letter, you can send the letter back within 60 days from payment confirmation by sending us a completed withdrawal of contract. You will get a 100% refund with no questions asked. Your money will be send back to the account stated in the withdrawal in no later than 14 working days after the date of sending the returned letter.

Video refund

If after watching the personalised 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 withdrawal of 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]


Why have we made it so simple?


We appreciate your trust in our services. Our goal is for your to be 100% satisfied with your purchase experience, which is why we would like to make it easier in case you change your mind and would like a refund. Thanks to your honesty, we can keep prices low as possible and simplify all the procedures.

How can you make a complaint?


Fill in the Withdrawal of contract

Send it through the Contact template

or directly through (this will be much faster) [email protected]


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