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.
Q: When is the best time to order a Santa Letter?
A: NOW! As you can appreciate Christmas is a very busy time for the postal service companies. To avoid any postal delays we suggest that you order your Santa Letter as soon as possible.
Q: I am concerned about sending my child's details over the internet
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 on your website safe?
A: Yes 100% secure - We use several payment methods including Amazon Pay, Apple Pay, Google Pay, PayPal and Nochex. We also except all major credit cards.
Q: Why have I been charged before my Santa 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 Santa?
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 Santa letter be posted?
A: Your Santa letter will be mailed by 1st Class Post on your chosen postal date.
Q: What happens if my Santa 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 North Pole 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 Santa Claus letter?
A: We have gone to great lengths to ensure that our Santa Claus letters are 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 Personalised Santa letter once I've ordered it?
A: Yes. Please do not hesitate to contact us by email 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.
