Terms & Conditions

1. About these terms

These terms apply to the Santa’s Postroom website and every order placed through it. Please read them before ordering.

Santa’s Postroom is operated by Nick Mitchell, trading as NX Digital, a sole trader with a service address in Ilford, Essex, United Kingdom. Contact us through the Contact form or at info@santaspostroom.co.uk.

Our service address is:

You must be at least 18 years old and legally capable of entering into a contract to place an order. By ordering for a child, you confirm that you are the child’s parent or guardian or have permission from a person with parental responsibility to provide the child’s information.

2. Orders and payment

An order is submitted when the checkout is completed and payment is successfully authorised. An unsuccessful or incomplete payment does not create an order.

After successful checkout, we will send an order confirmation to the email address supplied. The confirmation records the order details; acceptance remains subject to our ability to produce the requested personalisation lawfully and appropriately.

Prices are shown in pounds sterling and include applicable taxes. Available promotions, delivery charges and discounts are shown before payment. Promotional codes have their own stated eligibility and may be withdrawn or corrected where used improperly or issued in error.

We may decline or cancel an order where payment appears unauthorised or fraudulent, required information is missing, production is not reasonably possible or the order would breach these terms. Any payment taken for an order we cancel will be refunded.

3. Personalisation and custom wording

You are responsible for checking names, age ranges, pronouns, chosen moments, custom wording and delivery information before placing the order. Free corrections can be requested until production begins, as explained in our Refunds, Cancellations & Delivery Problems policy.

Custom wording may be automatically flagged for review and is checked by a person before use. We may refuse wording that is inappropriate, unlawful, harmful, discriminatory, threatening, sexually explicit, misleading or unsuitable for a child.

If wording cannot be used, we will contact the customer and invite them to revise it or select an option from the predefined list. The message will include a reasonable response deadline based on the production schedule. If no response arrives by that deadline, we may use suitable generic wording and continue the order.

A refund is not due solely because generic wording was substituted following an unanswered request. Any cancellation received before production begins will still be handled under our published cancellation policy. Your statutory rights remain unaffected.

4. Production, availability and presentation

Product photographs and previews illustrate the intended design. Screen colours, print positioning and handmade or production details may vary slightly. Any variation will remain consistent with the product description and will not reduce the product’s overall quality.

If materials become unavailable, we may use a suitable equivalent of equal or better quality where the change does not materially alter the product. We will contact you before making a significant substitution.

Nice List references and certificate validation are playful product features. They do not represent an official government, educational or legal record.

5. Delivery

Orders are available for delivery to valid United Kingdom addresses only. Each child’s letter is prepared and posted separately, so items connected with one order may arrive on different days.

Delivery dates, the 7 December delivery promise, the final ordering deadline and the process for reporting a missing or damaged item are set out in our Refunds, Cancellations & Delivery Problems policy.

You are responsible for providing a complete and accurate delivery address. Royal Mail tracking shows delivery progress and should be checked before a missing-item report is submitted.

6. Cancellations, returns and problems

Our products are made to the customer’s specifications and clearly personalised. The standard change-of-mind cancellation right for distance purchases does not apply once production has begun. Santa’s Postroom voluntarily allows cancellation for a full refund before production starts.

Personalised orders cannot be returned for a change of mind. Faulty, damaged, incorrectly produced or misdescribed goods remain covered by the customer’s statutory rights.

Full procedures for cancellations, corrections, replacements and refunds appear in our Refunds, Cancellations & Delivery Problems policy.

7. Acceptable website use

You may use this website for lawful personal purposes. You must not interfere with its operation, attempt unauthorised access, submit malicious material, misuse checkout or discount functions, scrape content at scale or use the website in a way that harms Santa’s Postroom or another person.

We may restrict access, reject submissions or cancel affected orders where the website or ordering process is misused.

8. Artwork, content and intellectual property

The Santa’s Postroom name, branding, website copy, illustrations, characters, layouts, activity materials and other original content are owned by or licensed to Nick Mitchell trading as NX Digital and are protected by intellectual-property law.

Customers may photograph and share their purchased materials for personal, family and non-commercial social-media use. Reasonable sharing that shows genuine enjoyment of the product is welcomed.

Materials may not be copied, adapted, sold, licensed, uploaded as reusable templates, used in another commercial product or reproduced for business purposes without prior written permission. Santa’s Postroom branding must not be used to suggest sponsorship, endorsement or affiliation.

9. Privacy and communications

Our Privacy Policy explains how adult and child information is collected, used, shared and retained. Transactional messages about an order form part of the service. Optional reminders are sent only where the customer has chosen to receive one.

10. Responsibility and liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or the customer’s statutory rights.

Subject to those protections, we are responsible for losses that are a foreseeable result of breaching these terms. We are not responsible for business losses arising from a consumer purchase, or for losses caused by inaccurate customer-supplied information, misuse of the product or events outside our reasonable control.

If an event outside our reasonable control delays production or delivery, we will take reasonable steps to reduce the effect and communicate material changes where practical.

11. General terms

If any part of these terms is found unenforceable, the remaining terms will continue to apply. A delay in enforcing a right does not waive that right. No other person has a right to enforce these terms unless the law provides otherwise.

We may update these terms for future orders. The version accepted at checkout applies to the relevant order.

These terms are governed by the law of England and Wales. Customers living elsewhere in the United Kingdom retain any mandatory protections and may bring proceedings in the courts available to them under applicable consumer law.