Frequently Asked Questions
If you have any questions regarding our site and service you will probably find the answers here. If you can't find the information you're looking for please go to 'contact us' and send us an email, or alternatively visit us via our Live Chat buttons.
Q: When is the best time to order a Father Christmas Letter?
A: Please don't worry. We use a secure connection which will prevent anyone from intercepting your order details during the ordering process.
Q: Are payments made by Credit or Debit card on your website safe?
A: Yes 100% secure - we use Nochex and PayPal to process our card payments.
Q: What is Nochex?
A: Nochex is the one of the UK's leading independent providers of 'complete' secure online credit and debit card payment services to many thousands of small and medium size businesses in the UK.
Q: What is PayPal?
A: PayPal allows any business or consumer with an email address to securely, conveniently and cost-effectively send and receive payments online. Their network builds on the existing financial infrastructure of bank accounts and credit cards to create a global, real-time payment solution.
Q: What forms of payment do you accept?
A: We accept Mastercard, Visa, Visa Electron, Maestro and Solo. As we are an Internet only company, we can only accept payments online and therefore cannot accept cash or cheques.
Q: Why have I been charged by credit/debit card before the letter has been posted?
A: This is to verify the payment in time to avoid any problems or delays during the busy dispatch period.
Q: How old does my child have to be to receive a letter from Father Christmas?
A: From one day old with our special 'Baby's First Christmas' letter to one hundred years old for someone who's still young at heart! Really, there is no age limit!
Q: When will my letter be posted?
A: Letters will be mailed by 1st Class Post within 7 days of your chosen postal week.
Q: What happens if my letter does not arrive before Christmas?
A: We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee.
Q: Do you offer a money back guarantee?
A: Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30 day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter and envelope for a full refund. Your 100% satisfaction is our goal.
Q: What can I do if I don't like my letter?
A: We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us at sales@thebigredbox.co.uk with your order details for further details.
Q: Can I change a letter once I've ordered it?
A: Yes. Please do not hesitate to contact us by email or via our online Live Chat facility with any amendments required to your order(s).
Q: I cannot find the answer to my question - how do I contact you?
A: Please visit our 'Contact Us' page where we offer several different methods of contact.
