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FAQ | Frequently Asked Questions

Ordering

Having placed an order with through this site operated by Santa Letters Direct Ltd, you will receive an automatic email from our system confirming your order. Our payment provider is PayPal, they will debit your card at point of order using their Paypal Payments Pro fully Hosted solution.

We do not store payment card details nor do we share payment specifics with any 3rd parties. Your payment details are securely processed off site by Paypal using Paypal Payments Pro hosted solution and never seen by any staff member from Santa Letters Direct.

LETTERS

Spellings

You are responsible for ensuring that the names, addresses and other information are correct. Please make sure all spelling and grammar are thoroughly checked in the ‘free writing’ paragraph, as we cannot be responsible for any mistakes. Due to privacy we do not check these letters; they are simply processed, printed and packed.

Shipping

Orders placed before and inclusive of November 30th will be posted December 1st. They will go on a Royal Mail 2nd class service, and should begin to drop through doors around the 6th of December but can take up to 10 days to arrive.

Orders placed Between and inclusive of December 1st and December 6th will be posted December 7th will go on a Royal Mail 2nd class service, and should begin to drop through doors around the 11th of December but can take up to 10 days to arrive.

Orders placed between and inclusive of December 7th and December 13th will be posted December 14th. They will go on a Royal Mail 1-3 day service, and should begin to drop through doors around the 18th of December.

Orders placed after and inclusive of December 14th and after will leave us within 24 hours on a royal mail first class service.

CALLS

Santa Calls, how do they work?

Our Santa calls are made by a computerised system, the system will call the number you entered when creating your order, on the date and time you specified.

Initially a script will play from Mrs Clause asking you to press one to be connected to Santa. You simply press 1 on your phone to activate the Santa call if you don’t have a touch tone or don’t press any buttons Santa will start to speak after 30 seconds. This allows you time to ensure your child is on the phone.A pre-recorded call is then started and will last approximately three minutes.

Can I book a Santa Call for any time?

You can book a call at a date and time that is best for you and your family. They are a great tool to add to the excitement of Christmas.

Who can receive a Santa Call?

Anyone with a phone number beginning 07, 01 or 02 for this year (2014) but we do plan to be doing international calls in 2015

I have more than one child?

We recommend buying a call for each of them, as the call does state “you” quite a few times. Santa says the child’s name if selected from the dropdown box. We are working on group and sibling scripts to allow you to save money in the future, hopefully 2015.

If ordering calls for multiple children in the same house, please leave a little time between calls so each child can enjoy their own call fully.

What does the Santa Call consist of?

When you complete the online order form you choose the age and sex of the child, this determines what call is made to your child. Each call script is tailored around this information and uses words and language appropriate for the child’s age.

Samples of each call can be heard at on out Santa phone call page

What does Santa sound like?

We use the voice of a professional voiceover artist; your child will not be disappointed. Samples of each call can be heard at on out Santa phone call page

What if the call is not received?

Our Santa calls are made through a system which allows us to guarantee the call will be made. Potential issues at the recipient’s ends are detailed below.

Engaged

If Santa calls and your phone is engaged, we will retry at 15 minute intervals until the call is successfully connected. Up to a maximum of 8 times (2 hours), if the call is still not connected we will reschedule it for 24 after the time of the initial call. Please note your call will only be rescheduled once, if you miss it the second day the call will not be reattempted.

No Signal / Phone Off

If Santa calls and your phone is off or you have no signal, we will retry at 15 minute intervals until the call is successfully connected. Up to a maximum of 8 times (2 hours), if the call is still not connected we will reschedule it for 24 after the time of the initial call. Please note your call will only be rescheduled once, if you miss it the second day the call will not be reattempted.

My Santa Call was not received

If your call has not been received through fault of our own or the system we use you will be entitled to a full refund, please contact us to arrange this.

If the call doesn’t take place because you have entered the wrong number or you no longer have access to the number entered, we will be unable to offer a refund.

Contact

Should you need to get in touch please use the ‘contact us’ form , found on the help page of this website.

COMPANY INFO

Santa Letters Direct Ltd

Unit 5 Hutton Close, South Church Enterprise Park, Bishop Auckland, DL14 6XG.

Returns and Refunds

Your letter should arrive in good condition. However if there is any issues or you are unhappy with anything for any reason please contact us at info@santalettersdirect.co.uk with your order number and detail any problems you have experienced. We will then advise you of our returns/refunds procedure.

Cancelling

The customer has the right to cancel their order for any reason they deem appropriate prior to the item being dispatched by Santa Letters Direct Ltd. Please contact us using the contact us page found here http://www.personalisedsantaletter.co.uk/help/contact quoting your order number. We will then advise you of our refunds procedure.

If the item has been received and the customer has changed there mind regarding the purchase We are unable to process your refund or exchange until we receive the product back. We strongly advise that you obtain a proof of postage receipt when sending your item back to us. Please ensure that all items being returned are complete, with original packaging, and are securely sent.

Feedback and Complaints

We welcome all comments and feedback, good or bad. Please contact us using the contact us form on the website. We will reply within 48 hours of receiving your email.

Legal

This site is owned and operated by Santa Letters Direct Ltd.

By using or accessing our website and/or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use or access our website or place orders.

The contract made by you on-line with us incorporates these terms and conditions, which shall prevail over any and all terms and conditions, proposed by you.

We control and operate the website from our offices in England. Accordingly to the laws of England and Wales govern claims relating to, including the use of, this web site and the materials contained therein. If you choose to access our website from outside England and Wales you do so on your own initiative and you hereby agree that in the event of a dispute between Santa Letters Direct Ltd and you the laws of England and Wales will apply at all times.

We will always strive to ensure all letters are delivered on time, and use dispatch all letters before Royal mails official deadlines.

Payment and Prices

Payment will be taken in full at the time of ordering. The prices listed on the site are in UK pounds. We reserve the right to change any advertised price at any time.

International customers: Your credit card or debit card company will exchange the amount charged to the currency of your country at the current rate.

The contract will not be concluded until we have received your valid credit card charge or debit card payment details, and we have accepted your on-line order and sent you confirmation by return e-mail to the address you have given us during the ordering procedure.

We are entitled to refuse any order placed by you.

Statutory Rights

Any contract will be deemed to have been concluded in the United Kingdom. Further to, any such contract will be interpreted, construed and enforced in accordance with the laws of England, and you and Santa Letters Direct irrevocably submit to the non-exclusive jurisdiction of the English Court.

As a statement these Terms and Conditions do not affect your statutory rights.

By submitting your order to Santa Letters Direct Ltd, you acknowledge that you have read, understood and will abide by these Terms and Conditions.

Privacy Policy

We do not store payment card details nor do we share payment specifics with any 3rd parties. Your payment details are securely processed off site by Paypal using Paypal Payments Pro hosted solution and never seen by any staff member from Santa Letters Direct.

We store the order specifics (data needed to create the Childs letter) until Jan 31st 2016. It is then deleted from our systems, this applies to information stored both locally and cloud based.

All data is stored on Amazons scaling server which surpass industry standards on security and performance, we can confirm that we limit our AWS operational Regions on these servers too two Regions in the EU – Ireland (Dublin) and Germany (Frankfurt) at no point does our data leave the EU

Data specifics of the person who placed the order (our customer) are also deleted alongside the above mentioned order specific data. Unless the customer has not opted out of our marketing cycle, which can be done in the my account section of the website. If the customer has not opted out Santa Letters Direct will store there email address for future marketing of Santa letters and products sold through this website upto a maximum of 3 emails per year.

Santa Letters Direct operates multiple sites for various 3rd Party affiliates and partners. If the customer is on one of these sites they will be asked when placing their order if it is ok for Santa Letters Direct to pass there details onto that specific 3rd Party. We stress these details will never be offered or sold to ANOTHER 3rd party just the partner for that specific site.

Santa Letters Direct stress the only information passed over will be the name of the customer and their email address. And that is only if the customer has given consent for us to do so.

santaletter.co.uk


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