FAQ | Our frequently asked questions

Your video will be sent to your email as quickly as 2 hours from placing the order, depending on the selected delivery option. This applies to online payments. In the case of traditional bank transfers, the time might be extended by 7 working days.

After this time period, check your email or log into your account. If you still cannot find the link to the video, follow the following steps:
a) check the provided email address – the order confirmation allows you to see the delivery details you entered
b) is your email correct? ­ look up “video from Santa” in your inbox; some post domains transfer our messages directly to the spam or advertising folders
c) if you still cannot see our video message, let us know - send an email to [email protected]

Yes, you just have to select the ‘Joint Video’ option

Put simply, although the content is mostly the same, the single version is addressed to one child; the joint option is addressed to two or more children.

Unfortunately we don’t provide this service. Instead, you’ll get a link in your inbox inviting you to download your video file, which you can then record to CD or DVD if you wish. You’ll find more information on this below.

Firstly, check it’s not listed in another variation. If it’s not, please add it using the form and we’ll be sure to add it to our database.

Photos and any further information are used exclusively by our application to create a video message and not used or stored for any other purposes. We don’t share such information, even with staff.

Yes, you can edit your video any time (except for changing the name of a recipient). Just login to your account and press ‘edit’ to change photos and any other information in the video as many times as you’d like.

If it’s not playing, you may well not have the right codec packs or the latest Flash version installed. Try updating using these links:

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

You’ll need a computer with a CD or DVD burner and a blank CD or DVD. Just download the video to your computer, then:

1. Insert a black disc
2. Open the CD/DVD disc folder
3. Drag the video file into the open CD/DVD window
4. Follow the on-screen instructions

Your letter should reach you within 10 days from receipt of payment. After that time, please check your inbox or login to your account to see the shipping status.
You’ll get an email from us with confirmation as soon as it’s posted – if you haven’t received one within 10 days, let us know via email.

Yes, we post letters all over the world. When you place your order, just select the country where you wish your letter to be posted. Of course, additional costs will be added if you’re posting abroad (full details are listed in our Shipping section).

While we don’t offer a group-message template, you’re welcome to change the content of the letter yourself and send it to several addresses.

You’ll get a personalised letter from Santa Claus himself, addressed directly to the specified recipient. The letter is printed on thick decorative paper with an original graphic design, along with Santa’s distinctive golden stamp. It’s all enclosed in a festive Christmas envelope adorned with Polish post office stamps.

If, after 10 days from receipt of payment, your letter still hasn’t arrived, please get in touch. You should get a confirmation email, but any delays might be due to:
a) The date of payment confirmation – different banks process payments differently, so the date of funds transferred might differ from the day you settled the bill.
b) Your payment was declined. Please check your payment status in your account.
c) Missing data – if there are missing fields in the information you entered, we might not be able to send your letter. We’ll do our best to contact you by email or phone if that’s the case.
d) The Polish post office let us down – Get in touch and we’ll be sure to send the letter again at no additional cost

We accept orders up to the 14th of December to ensure that all letters arrive on time. If you want the recipient to get their letter by the 6th of December, please place your order before the 28th of November.

As soon as your order has been placed, we will send you an email with confirmation. This means that the order has been accepted. You can also check your order status on your account.

As soon as your payment has been received, we will send you an email with payment confirmation. You can also check payment statuses on your account.

Yes. All of your letter’s content can be edited via your account but only before we confirm your payment. After that, your letter will be printed by our elves, put into an envelope, and we won’t be able to make any changes.

Yes. If the recipient of Santa’s letter is not completely delighted, you’ll have 180 days from receipt of payment to return the letter and get your money back. The refund will be processed no later than 14 days from when we receive your returned letter.

Download, fill in and send us a scan of a withdrawal of contract: download withdrawal here.

Yes. The safety of your personal data is one of our top priorities. We don’t sell or use your data for any purpose other than those specified in our complete terms and conditions. Your data is highly protected and used only to prepare your order – in fact, not even our staff has access to such data. As a rule they do not check the content of your letter(s), and would only do so at your request eg: to remove grammatical mistakes.

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.

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.

All prices are shown next to their respective letters. Shipping costs vary depending on destination. Please find full details on our Price List.

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.

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

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

All payment are carried out through safe payment systems like PayPal, PayU, and credit cards. We accept the following payment:

a) PayPal
b) credit cards (Visa, MasterCard, AmericanExpress)

We don't charge any additional fees for electronic payments.
ATTENTION: We do not offer cash on delivery.

Elfi website has SSL implemented, which provide secure connections. What does it mean? Your personal data, uploaded pictures, and credit card numbers are secured by a special code that guarantees noone can read it or copy it. All the date are used only for processing you order.

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:
All world - 1.4€

Time of letter’s delivery: 10-14 working days

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

Video delivery time:
Standard - 24 hours
Express - 6 hours
Super Express - 2 hours

You can request a refund anytime within 180 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.

If the recipient is not fully satisfied with their letter, you can send the letter back within 180 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.

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 180 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]

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.

Fill in the withdrawal of contract.
Send us a scna to [email protected] or post it in a letter to:

Elfi, House A,1st floor

Edisonstraße 63,

Berlin, 12459, Germany