Terms and Conditions

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 in as soon as possible and we will arrange for another to be sent to you. 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 the 15 December. 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.

All letters are sent out well before the NZ Post last posting date. However, in the unlikely event of a letter not arriving by Christmas Eve, we will of course issue a reprint, along with an apology letter from the big man himself, after the festive period. Refunds will not be issued.

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 your personalisations, before completing your order.

Letters that do not meet our high quality standards will be rejected. However, should a letter be damaged on arrival, please contact us immediately. You may be asked to send us photographs of the damage, or in some cases, we may ask you to return the item to us along with its original packaging. If deemed necessary, a replacement letter will, of course, be sent out promptly.

Order cancellations

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.


We will not share any of your personal or order information with any third party company. All orders are processed, and all letters are produced, in-house.


Once you have begun the order process, you will be directed to make payment using Stripe. North Pole Mail cannot view or store your payment information - the transaction will be securely processed by Stripe.