Refund, Cancellation &
Personalization Policy
Last Updated: September 21, 2026
Letters and Gifts from Santa
At Letters and Gifts from Santa, every personalized letter, certificate and North Pole surprise is created to help make someone’s Christmas a little more magical.
Because many of our products are personalized or created specifically for one recipient, they cannot always be cancelled, returned or resold in the same way as ordinary merchandise.
This policy explains cancellations, personalization changes, refunds, replacements and problems with digital or mailed orders.
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable consumer protection laws.
1. Please Review Your Order Carefully
Before submitting an order, please carefully check all information you provide, including:
- Recipient’s name
- Spelling
- Personalization details
- Mailing address
- Apartment or unit number
- Postal or ZIP code
- Country
- Email address
- Product selection
- Digital or mailed format
Our personalized products are created using the information submitted with your order.
Customers are responsible for reviewing personalization and delivery information for accuracy before completing an order.
2. Can I Cancel My Order?
Please contact us as soon as possible if you need to cancel an order.
Whether an order can be cancelled depends on its production status.
If we have not yet begun creating, personalizing, printing or otherwise processing the personalized portion of your order, we may be able to cancel it.
Once production or personalization has begun, cancellation may no longer be possible because the item is being created specifically for your recipient and may not be suitable for resale.
Contacting us does not automatically guarantee that an order can be cancelled.
We will review the status of the order and let you know what options are available.
3. Personalized Products
Many products offered by Letters and Gifts from Santa are personalized specifically for the recipient.
These may include:
- Personalized Letters from Santa
- Personalized Nice List Certificates
- Personalized North Pole Passports
- Personalized digital products
- Personalized printed keepsakes
- Other customized North Pole experiences
Once personalization or production has begun, personalized products generally cannot be cancelled, returned or refunded simply because the customer changes their mind.
This does not affect any rights you may have under applicable law if a product is defective, materially different from what was ordered, or incorrectly produced by us.
4. Customer Personalization Errors
Our personalized products are created using the information provided by the customer.
If the information submitted to us contains an error — such as an incorrectly spelled name, incorrect age, incorrect personalization detail or other customer-entered mistake — we are generally not responsible for the resulting personalization error.
However, we understand that mistakes happen.
If you notice an error after ordering, contact us immediately.
If production has not yet begun, we will make reasonable efforts to correct the information.
Once a product has been created, printed, generated or mailed, additional charges may apply if a replacement must be produced because of incorrect information originally submitted by the customer.
5. What If Letters and Gifts from Santa Makes the Mistake?
If we make an error when creating your personalized product, please contact us promptly.
For example, if you correctly entered:
Sophie
but the finished product says:
Sophia
please let us know.
Depending on the circumstances, we may correct, replace or reproduce the affected item at no additional cost.
We may ask you to provide a photograph or digital copy showing the error so we can investigate and correct the problem.
6. Digital Products & Downloads
Digital products are delivered electronically and are not physical products.
Because digital products cannot practically be “returned” once they have been delivered, accessed or downloaded, they generally become non-refundable once delivery or access has occurred, except where required by applicable law or where the product is defective or materially different from what was purchased.
Please carefully review product descriptions before purchasing to determine whether an item is:
Digital / Downloadable
or
Physical / Mailed
If you accidentally purchase the wrong format, contact us immediately. If the digital product has not yet been delivered, accessed, downloaded, generated or personalized, we may be able to assist.
7. Personalized Digital Products
Personalized digital products are created specifically using the information supplied by the customer.
Once creation or personalization has begun, they generally cannot be cancelled or refunded for change of mind.
If we make an error in the personalization, please contact us so that we can correct the affected file where appropriate.
8. Problems Downloading a Digital Purchase
If you purchased a digital product but cannot access or download it, please contact us before assuming the order has failed.
We will make reasonable efforts to help you access a valid digital purchase.
Technical difficulty accessing a file does not necessarily mean the product must be refunded if we are able to provide the purchased file through another reasonable delivery method.
9. Mailed Letters & Physical Products
Once a physical product has been completed and transferred to the postal or delivery service, the order generally cannot be cancelled.
We mail eligible Letters and Gifts from Santa products worldwide, subject to destination availability and any restrictions stated during checkout.
International delivery times vary significantly by destination, postal service, customs procedures, weather, seasonal volume and other circumstances outside our control.
Please see our Shipping & Delivery Policy for complete information.
10. Christmas Delivery Dates
Christmas is an exceptionally busy period for postal and delivery services worldwide.
We encourage customers to order as early as possible.
Estimated delivery dates, recommended Christmas ordering deadlines and estimated transit times are provided to help customers plan their orders, but they are not guarantees of delivery on a particular date unless a specific guaranteed delivery service is expressly offered and purchased.
A delayed delivery does not automatically qualify for a refund when the order was correctly prepared and dispatched within the stated processing period and the delay occurred within the postal, carrier, customs or delivery network.
Any mandatory rights available under applicable consumer law remain unaffected.
11. Incorrect or Incomplete Mailing Addresses
Customers are responsible for providing a complete and accurate mailing address.
Please carefully verify:
Recipient Name • Street Address • Apartment/Unit • City • Province/State/Region • Postal/ZIP Code • Country
If you discover an address error, contact us immediately.
If the order has not yet been mailed, we will make reasonable efforts to correct the address.
Once an order has entered the postal or delivery network, we may not be able to change or redirect it.
If an order must be reproduced or mailed again because the customer provided an incorrect or incomplete address, additional product and/or shipping charges may apply.
12. Returned Mail
An order may occasionally be returned to us because of:
- An incorrect or incomplete address
- An unknown recipient
- An unclaimed delivery
- A delivery refusal
- Postal restrictions
- Other circumstances outside our control
If an order is returned to us, please contact us to discuss available options.
Additional postage or reproduction costs may apply when the return resulted from incorrect customer-provided information or circumstances outside our control.
13. Lost Mail
If you believe your mailed order has been lost, please contact us after the expected delivery period has passed.
International postal systems and holiday mail can sometimes experience significant delays, so an order that has not arrived by its estimated date is not necessarily lost.
Where tracking is available, we may review the carrier information.
Where tracking is not included, our ability to investigate the location of an individual piece of mail may be limited.
We will review the circumstances and determine the appropriate solution in accordance with this policy and applicable law.
14. Damaged Products
If a physical product arrives materially damaged, please contact us promptly.
Where possible, include:
- Your order number
- A description of the damage
- Photographs of the damaged item
- Photographs of the mailing envelope or packaging, if relevant
Please keep the item and packaging until we have reviewed your request.
Depending on the circumstances, an appropriate solution may include replacement, correction, reproduction or another remedy required by applicable law.
15. Minor Differences in Printed Products
Colours may appear slightly different when printed compared with how they appear on a computer, tablet or phone screen.
Minor variations may also occur because of printing, paper, production or display settings.
Reasonable variations of this nature are not normally considered defects.
16. Change of Mind
Because many of our products are personalized, seasonal or digitally delivered, we generally cannot offer refunds simply because a customer changes their mind after personalization, production or digital delivery has begun.
Please review the product description and personalization carefully before completing your purchase.
17. Duplicate Orders
If you accidentally place the same order more than once, contact us immediately.
If we identify the duplicate before production begins, we may be able to cancel the duplicate order.
Once both personalized orders have entered production, cancellation may no longer be possible.
18. Promotional Codes & Discounts
Promotional codes must generally be applied during checkout and within their stated validity period.
Unless otherwise stated, discounts cannot be applied retroactively to previously completed orders.
Refunds, where applicable, are based on the amount actually paid for the affected product rather than its regular retail price.
19. Free Products & Promotional Downloads
Products, downloads or experiences provided free of charge have no purchase price to refund.
If you experience a technical problem accessing a free product, please contact us and we will make reasonable efforts to assist.
20. Refund Method
When a monetary refund is approved, it will normally be issued to the original payment method where reasonably possible.
Processing times after a refund is issued may depend on the payment provider, bank or card issuer.
Shipping charges, personalization charges or other fees may be refundable or non-refundable depending on the circumstances, the stage of fulfillment and applicable law.
21. Chargebacks & Payment Disputes
If you believe there is a problem with your order, please contact us first so we have an opportunity to investigate and resolve the issue.
Nothing in this policy prevents a customer from exercising legitimate rights available through their payment provider or applicable law.
Providing your order number and details of the problem usually allows us to investigate much more quickly.
22. Fraudulent or Abusive Refund Requests
Letters and Gifts from Santa reserves the right, to the extent permitted by law, to refuse requests that we reasonably determine involve fraud, abuse, misrepresentation or misuse of our refund or replacement process.
We may maintain appropriate transaction records for fraud prevention, security, accounting and legal compliance purposes in accordance with our Privacy Policy.
23. International Customers
Because Letters and Gifts from Santa may serve customers and recipients in different countries, consumer rights may vary depending on where the purchaser is located.
Nothing in this policy is intended to exclude, restrict or waive consumer rights that cannot legally be excluded or restricted under applicable law.
If a mandatory consumer protection law applicable to your purchase provides rights that conflict with part of this policy, those mandatory rights will apply.
24. How to Request Help, a Correction or Refund
Please contact us through our Contact Us page.
When contacting us about an order, please provide:
Your Name
Order Number
Email Address Used for the Order
Recipient’s Name
A Brief Description of the Problem
Photographs may also be requested when reporting damage, printing problems or personalization errors.
Please do not send credit card numbers, passwords or unnecessary sensitive personal information by email.
25. Our Commitment
Personalized Christmas products are different from ordinary purchases.
They are often created for one particular person, for one very special moment.
We ask our customers to carefully review their orders before submitting them, and in return, Letters and Gifts from Santa will make reasonable efforts to create each order according to the personalization information provided.
If we make a mistake, we want the opportunity to make it right.
If you make a mistake, contact us quickly — if we can correct it before production begins, we will do our best to help.
Thank you for choosing Letters and Gifts from Santa to be part of your Christmas traditions.
