Refunds, cancellations & delivery problems

1. Cancellations

Every Santa’s Postroom order is made to the customer’s chosen specifications and personalised for a particular child. Orders can be cancelled for a full refund before production begins.

Production begins when the order moves into Preparing your letter. Once production has begun, cancellation is no longer guaranteed because work on the personalised order has started.

Submitting a cancellation request does not cancel an order automatically. We will confirm whether the order was stopped in time.

2. Changes and customer-provided information

Customers are responsible for checking every name, age range, personalisation choice, custom message and delivery address before placing the order.

We will make requested corrections free of charge while the order is still awaiting production. Changes cannot be guaranteed after production begins. If an error in information supplied by the customer requires an order to be reprinted or posted again, an additional charge may apply.

If a delivery address supplied with the order is incomplete or incorrect, we will help where reasonably possible. Replacement production and postage may be chargeable.

3. Printing mistakes, damage and quality problems

If we make a mistake

If Santa’s Postroom makes a printing, personalisation or packing error, we will arrange a free replacement with priority delivery. A refund may be offered when a suitable replacement cannot be provided.

If an order arrives damaged

Please report the problem through the Postroom Hotline promptly. We normally ask for a clear photograph of the damage and packaging so we can understand what happened. We can still consider a report without a photograph where providing one is impractical.

Other concerns about a personalised order will be considered fairly according to the circumstances and the customer’s legal rights.

4. Missing and late deliveries

Orders placed by 22 November 2026

Orders completed by 11:59pm on 22 November 2026 are covered by our promise to arrive by 7 December 2026. If every expected letter has not arrived by that date, check the Royal Mail tracking and submit a Postroom Hotline report by 13 December 2026.

Each child’s letter is posted separately, so letters from the same order may arrive on different days. Every outer mailer carries a Santa’s Postroom mark to help an adult recognise it.

When a qualifying delivery cannot be confirmed as arriving, we will arrange a replacement promptly. A refund will be offered where a replacement cannot reasonably arrive in time or would no longer be appropriate.

Orders placed after 22 November 2026

Later orders are prepared and sent by Royal Mail Tracked 48 for Christmas delivery. The 7 December promise does not apply, and delivery before Christmas cannot be guaranteed.

Santa’s Postroom accepts final orders until the end of 14 December 2026. Ordering will then close for the season.

5. Returns and change of mind

Santa’s Postroom letters and their accompanying contents are supplied together as a personalised product. We do not accept returns or provide change-of-mind refunds after production has begun.

This policy does not affect the customer’s legal rights where goods are faulty, damaged, not as described or otherwise do not conform to the contract.

6. Replacements and refunds

Where a problem is accepted, we will usually offer a replacement first when enough time remains for it to be useful. We may provide a refund where replacement is impossible, unsuitable or unlikely to arrive in time.

Approved refunds are returned to the original payment method. Most refunds appear within 5–10 working days, although the exact timing is controlled by the payment provider or bank.

Orders are available for delivery within the United Kingdom only.

7. Contacting us

Use the Postroom Hotline for missing, damaged or incorrect deliveries. For cancellations, pre-production changes or general questions, use our Contact form.

Santa’s Postroom is operated by Nick Mitchell, trading as NX Digital, a sole trader with a service address in Ilford, Essex, United Kingdom. Email: info@santaspostroom.co.uk.

Our service address is: