Frequently asked questions

The North Pole Mail® office will open for the festive season at 12pm on 1 November 2026. 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 as stocks are limited, and to 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.

Last ordering dates:
Australia – 12pm NZST, 15 November 2026
New Zealand – 1 December 2026 (orders close at 9pm)

Our first mailing date for NZ orders is 18 November, 2026. For letters being sent to Australia all letters will be mailed on 16 November 2026, this will be the only mailing date available to ensure they arrive prior to Christmas.

Our last order date for New Zealand letters is 1 December 2026 (orders close at 9pm) 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 as stock is limited, and to make one of the first mail posting dates. 

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.

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

There is a standard mailing charge of $4.00 per letter for letters to New Zealand and $5.00 for letters to Australia. Each letter is posted individually so each letter ordered automatically incurs a charge at checkout.

Yes! You can personalise multiple letters in a single order, each going to a different address. Each letter will be mailed to the address listed as the ‘Recipient’s street address’ in the order.

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. 

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.

Yes! The stories from the North Pole contained in the letters do change each year although the intro and ending of the letters will remain consistent.

The ‘Your first Christmas’ letter will remain the same each year.

Nice List Pins and Santa’s Magic Keys can be ordered separately. Shipping will be charged per item if not included with a letter.

To avoid paying additional shipping costs for the Nice List Pins and Santa’s Magic Key, order these as an add on item at checkout. They will then be placed in the same envelope as your letter.

If you add these as seperate items through the shop you will be charged a shipping cost and they will be mailed in a seperate envelope.

If you have not received your letter within 14 days of email confirmation, or by 10 December 2026, 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.

All letters are sent via NZ Post using standard mail.

We are unable to track and trace letters or have them delivered to a specific place on your property (eg: front door). 

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.

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 2026. This will allow us time to produce and post your letter so you receive it prior to Christmas (based on NZ Post target mail dates). 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.