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FAQ

Video from Santa Claus

What is the difference between the premium version and the free version?

In the premium version, you can choose up to 6 different scenarios and up to 8 additional personalisations.
Also, you will receive your video in a Full HD version, which you can download and save.
Order your premium video now!

When will I receive my video?

If it’s a quick online payment, Santa’s video should be delivered to your email address within three hours. When payment is made by traditional bank transfer, it can take up to seven working days.

After that time, do check your inbox or login to your account. If you still can’t find your video, please follow these steps:
a) Double check your email address – all details will be in your data preview
b) Try searching ‘video from Santa Claus’ in your inbox – sometimes our emails find their way into spam folders
c) Get in touch – if you’re still without your video, email us at [email protected]

Can I order a video for two children?

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

What’s the difference between single and joint versions?

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.

Will I get a DVD copy?

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.

My child’s name is not listed, what can I do?

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.

Are the photos and information I’ve added confidential?

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.

Can I edit my video after I’ve placed my order?

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.

The video is not playing on my computer, what can I do?

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:

How can I record my video to CD or DVD?

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

Letter from Santa Claus

When will my letter arrive?

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 after that time, let us know via email.

Can the letter be sent overseas?

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 to. Of course, additional costs will be added if you’re posting abroad (all such details listed in our Shipping section).

Can I order one joint letter for two children or eg: an entire school year?

We don’t actually have a group-message template but you can change the content yourself to go to several addresses.

What exactly will I receive when I order a letter from Santa?

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

Why hasn’t my letter arrived yet?

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 calculate the time differently so the date of money transfer might differ from the day you settled the bill.
b) Your payment was declined. Please check your whole payment status in your account.
c) Missing data – If there are some missing fields we might not be able to send your letter. We’ll do our best to contact you by email or phone if so.
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

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.

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.

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.

Can I change the letter after placing the order?

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

Can the letter be returned?

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. Your money will be sent no later than 14 days from when we receive your returned letter.

Is my personal data safe?

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.

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.

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.

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

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.

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.

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.

Payment

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) 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.

Czy moje dane płatności są bezpieczne?

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.

Shipping

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:
All world - 1.4€

Time of letter’s delivery: 10-14 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 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.

Letter refund

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.

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 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]

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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