Frequently Asked Questions

When are the letters delivered?

Our first mailing date for 2021 orders is Monday, 15 November, 2021.

Our last order date is Wednesday 15 December, 2021 to allow us time to print, assemble and post your order, in time for the NZ Post recommended last posting date. We suggest placing your order as soon possible to avoid disappointment and make one of the first mail posting dates.

When should we order?

You can order at any time up until our order close off date however we suggest you place your order as soon possible to avoid disappointment and make one of the first mail posting dates. Unfortunately, as we are reliant on a third party (NZ Post) to deliver your letters, we cannot be held responsible for letters turning up late.

Can I cancel my order?

The personalised nature of our letters, along with the very quick turnaround from receiving your order to printing and assembling your letters, unfortunately means we are not able to accept order cancellations.

What is your refund policy?

Due to Santa’s letter being a personalised product, we do not offer refunds. In the unlikely event that you should be unhappy with your order, please let us know and we will do our best to assist you.

If you have not received your letter, please let us know as soon as possible so that we can arrange a replacement to be sent. Please be aware that we do not offer refunds for non-delivery. A replacement item will, however, be issued.

Should a reprint be required, please notify North Pole Mail by 10am on 10 December, 2021. This will allow us time to produce and post your letter so you receive it prior to Christmas. If you contact us after this time, a replacement letter will still be sent, but it may not arrive before Christmas due to NZ Post delivery times.

We personally check all individual letters before they are dispatched. However Santa and his Elves WILL NOT proofread or correct sections that have been personalised by you. Please ensure you carefully read through the details you have entered before completing your order

What is the postage cost?

There is a standard mailing charge of $2.50 per letter. Each letter is posted individually so each letter ordered automatically incurs a charge at checkout.

Can I have the letters delivered somewhere else?

As all of our letters and envelopes are personalised to the recipient it is preferable to send them direct to have the most impact. 

If you do wish to have them mailed to a different address please note this at checkout and add a different mailing address.

How can I make payment?

All payments are made securely online through our 3rd party payment service provider Stripe. North Pole Mail does not retain any payment information.

Can I order multiple letters in one order?

Yes! You can personalise multiple letters in a single order, each going to a different address.

Please note, every letter from Santa is sent individually.

All letters in the same order will be posted on the same day. However, as we use a third party to deliver the mail (NZ Post) we cannot guarantee that if multiple letters are sent to the same address that they will all arrive on the same day.

What if the letters don't all arrive on the same day?

All letters in the same order will be posted on the same day.

As we use a third party to deliver the mail (NZ Post) we cannot guarantee that if multiple letters are sent to the same address that they will all arrive on the same day. 

Santa’s parent or caregiver helpers may have to intercept the mail when it arrives and then place them back in the letterbox once they have all arrived.

What if my letter doesn't arrive?

If you have not received your letter within 7 days of email confirmation, please contact us. If necessary we will arrange a replacement to be sent out to you.  

Please be aware that we do not offer refunds for non-delivery. A replacement item will, however, be issued.