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Our Christmas Letter Refund Policy

Cancellations

A cancellation must be made within 24hrs of purchase. This is because our Santa or Father Christmas Letters and magical extras are personalised, and specifically made to order.

You can cancel your purchase by contacting the Lapland Letters Customer Services Team; details can be found on our contact page. As long as the order has not been dispatched, you will be offered a full refund, which will be made by reversal payment method.

Returns

Our Santa letters, and other personalised products, can only be returned (for an exchange or refund) if they are faulty - see our returns policy for more information.

NOTE: All returns must be reported no later than 15 days after the date of purchase in order to qualify for a refund, under the terms of our refund policy.

Missing Christmas Letters

Due to no fault of Lapland Letters, a small number of orders may go missing once they have left our Lapland post room and are handed over to Royal Mail. We cannot not take responsibility for their services, however, we also appreciate that Christmas is a magical time, and we do not want to leave you, or your child, disappointed.

If you have waited longer than 10 days (UK customers) or 15 days (Worldwide customers) for your order to arrive, please let us know. If you email mrsclaus@laplandletters.co.uk we will dispatch a full replacement order by the next working day with our Speedy Elf service.

NOTE: All missing orders must be reported no later than 15 days after the date of purchase in order to qualify for a refund, under the terms of our refund policy.

In the unlikely event that we cannot get you your replacement in time for Christmas, we offer the following three options:

  1. Repost your full order, with a digital version of your letter emailed to you to print out at home on Christmas Eve
  2. Repost your full order, with a bonus Lapland Elf letter, explaining how the letter/s got stuck at the bottom of Santa’s sack
  3. Refund your order in full

Many Thanks

Lapland Letters Customer Services

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