FAQs 

Do you anticipate any disruptions to Santa's 2021 Christmas Letters due to Covid-19?

After experiencing postal delays and early closing dates in 2020 due to COVID, Santa has made the exciting decision to go digital this year … yay!  What this means is that instead of Santa physically posting out your letter/certificate via Australia Post you simply order and personalise your letter/certificate online as per normal and then print them out yourself from home from the email that Santa sends you!  Doing things this way means that your special Santa mail will be available to you immediately following placement of your order so that you can ‘deliver’ straight away if you so wish and it also guarantees that you will receive your mail in a timely manner AND before Christmas regardless of any postage delays happening in your area … how great!  Doing things this way also means that Santa can extend his closing date well into December, leaving you more time to organise your special mail without having to rush … and best of all, Santa’s personalised letters and certificates are still the same high quality and beautifully designed gifts that you would normally receive … only just delivered in a more reliable and immediate way!  And a quick heads up … if you haven’t yet sent your letters and wish lists to Santa, you may wish to do so before opening your special Santa mail 😊.

What do you mean by Santa's Letters and Certificates being digital?

What this means is that instead of Santa physically posting out your letter/certificate via Australia Post you simply order and personalise your letter/certificate online as per normal and then print them out yourself from home from the email that Santa sends you!  Printing out your order from home is quick and easy … and doing things this way means that your special Santa mail will be available to you immediately following placement of your order so that you can ‘deliver’ straight away if you so wish and it also guarantees that you will receive your mail in a timely manner AND before Christmas regardless of any postage delays happening in your area … how great!  Doing things this way also means that Santa can extend his closing date well into December, leaving you more time to organise your special mail without having to rush … and best of all, Santa’s personalised letters and certificates are still the same high quality and beautifully designed gifts that you would normally receive … only just delivered in a more reliable and immediate way!

How are Santa's letters delivered via email different from Santa's letters that were mailed in the post?

The main difference between the two is that Santa's mailed letters were mailed in the post by Australia Post while Santa's digital letters arrive via an email for you to print at home.  

Santa's letters received via email are still fully personalised as per before and still come with a beautiful and colourful Christmas design.  Once printed, Santa's letters still have a personalised envelope with your child's name and Santa's North Pole Postmark on the front and you can still place your letters into your letterbox for your kids to collect.  They still come with Santa's colouring-in sheet (a special gift for his 'little elves' for being kind and helping others) AND they also come with a Magical Reindeer Sprinkles label for you to DIY your very own Reindeer Sprinkles to sprinkle around on Christmas Eve!

And while Santa's letters can obvioulsy be read from paper once printed, if one of your 'little elves' is more technologically minded they can even read their special letter from Santa straight from their screen!  Sending Santa's letters via email also means that your letters will arrive in your inbox STRAIGHT after ordering so you can 'deliver' straight away if you so wish, it means that you can print out your letters/certificates etc as many times as you wish, and it also means that there won't be any postage delays affecting when you receive your order ... yay!

Now that Santa’s Personalised Letters and Certificates are being delivered via email to print at home … how do I go about printing and ‘delivering’ my Santa mail?

Printing and ‘delivering’ your special mail from Santa is quick, easy and fun!  Once you have completed your order and your payment has been finalised, Santa will send you an email containing your personalised letters and certificates, as well your personalised envelope (if applicable), Santa’s special colouring in sheet and Santa’s Magical Reindeer Sprinkles label.  Once you receive this email (being sure to double check your Junk Mail just in case it accidentally goes there!) all you need to do is open the attached documents and print them out!  Once printed you simply assemble your envelope, pack your letter, colouring in sheet and DIY Reindeer Sprinkles (once made and if you choose) into the personalised envelope and ‘deliver’ at a time that suits you.  Some people like to place their letters in the letterbox for their kids to collect, others like to place them under the Christmas tree or in a Christmas stocking and others like to open them on a special day (eg: when they put up the Christmas Tree).  To ‘deliver’ your certificate simply print it out, along with your colouring-in sheet and DIY Reindeer Sprinkles (if you choose) and ‘deliver’ when and how works best for you!  You may also choose to laminate your certificate and/or place it into a big envelope before ‘delivering’ it to your child.

What do I need in order to download and print my Personalised Letters and Certificates from Santa and what if I don’t have a printer at home?

Downloading and printing your letters and certificates from Santa is simple and easy!  Once you receive your email from Santa containing your letters and certificates you will need to download these files using Adobe Acrobat Reader (if you don’t have Adobe Acrobat Reader you can get it from get.adobe.com/reader/ or from your App Store for mobile devices - just search for Adobe Acrobat Reader.  Adobe Acrobat Reader is free to get and is safe to download and use).  Once you have downloaded your files you will need to print them out using your home printer (Santa's files are designed to be printed out in A4 size and are best printed out in colour).  If you’re not able to print your order from home you could always email the PDF files containing your letter/certificate to someone that does have a printer and ask them to print them out for you, or you could take the PDF files into a place such as Officeworks or your local library and have them printed out for you (at an additional cost to yourself) or you could even just view and read them straight from your screen.  You will also need a pair of scissors and a glue stick to help you with assembling your personalised envelope and reindeer sprinkles.  Full instructions on how to download and print your letter/certificate files are also provided upon completion of your order … and we are always here if you need a helping hand!

Will you be posting any physical letters or certificates this year or will all of your letters and certificates from Santa be sent via email to print from home?  

All of Santa's special mail this year will be delivered via email for you to print at home.  Due to the current postage delays Santa will unfortunately not be sending any physical letters/certificates via the post and all of Santa's special mail this year will need to be printed from home in order to give your children a physical letter/certificate (please see the FAQs above for how to do this and for what you can do if you don't have a printer at home).  

My personalised letters and nice list certificates haven't arrived in my inbox.  What should I do?

While we at Santa's Little Elves make EVERY possible effort to ensure each and every order is delivered in a timely manner, unfortunately some mail does get lost in email transit and fails to arrive on time, if at all.  If you haven’t received your email from Santa containing your personalised letters and certificates in a timely manner (within an hour or two of completing your order) it is possible that your order has gone to your Junk Mail by mistake so make sure to double check there first!  If you have checked your Junk Mail and it’s not there nor elsewhere in your Inbox, please get in touch to let us know so that we can work to send it out to you again asap ... it may just be that there is a typo in the email address that we have for you that needs fixing.  Please note that we have no way of knowing that your order hasn't arrived unless you tell us so it's very important to get in touch and let us know ... and remember to check your Junk Mail just in case our reply to you goes there!  To let us know that your order hasn't arrived please email us at orders@santaslittleelves.com.au or message us on Facebook … and remember to be kind ... we are here to help ♥.

How did you come up with the idea for Santa’s Little Elves?

We came up with the idea for Santa’s Little Elves in 2012 after helping to deliver Christmas hampers to people who were doing it a bit tough. None of the families knew that they were going to get a helping hand and the look of pure joy and love and excitement on their faces when we delivered their hampers was something that will stay with us forever.  This experience led us to thinking about how we could help children to learn and experience (in an especially delightful and fun way) the joy of giving and the Spirit of Christmas, and as a result Santa’s Little Elves was born!  Our mission at Santa's Little Elves is to bring the magic and joy of Christmas to life and since 2012 we have helped Santa to write thousands of Christmas Letters to his 'Little Elves' ... and while Santa Claus may happen to live at the North Pole, Santa's Little Elves is proudly Australian.

How can I get in contact with you?

You can contact us in 3 ways (and remember to check your Junk Mail just in case our reply to you goes there!).  The ways to contact us are:  

Via email: info@santaslittleelves.com.au  OR  orders@santaslittleelves.com.au

Via Facebook: facebook.com/santaslittleelves

Via our Contact Form: found on the 'contact' page of our website  

Note:  we will do our very best to get back to you asap within business hours Monday to Friday ... and don't panic if you don't hear back from us straight away ... we are probably just busy helping Santa and we promise you will hear from us within 24-48 hours! 

My order didn't go through properly with PayPal - why is this and what should I do?

Problems with orders going through PayPal can occur at different times.  These problems can be due to a number of reasons including a possible issue with your personal PayPal account or just a one off computer brain freeze!  If you do experience a problem with your order going through PayPal and you aren't able to finalise your order, please contact us via our contact form, email or Facebook page  ASAP so that we can help you to process your order manually (we want this to be a joyful experience for you - not a frustrating one!).  We sincerely apologise for any inconvenience you may have with this issue and we definitely understand how frustrating this can be.  Please note these problems do not occur very frequently and 99.9% of orders will go through the PayPal process without any problems!  

I am having trouble with my password resetting - what should I do?

If you encounter any problems with your password resetting, please contact us ASAP via our contact form, email or Facebook page and we will happily help you to process your order manually.  Alternatively, you can also checkout as a guest without needing your login details.

What ages are your Christmas Letters and Nice List Certificates suitable for?

Our letters and certificates from Santa have been designed for children aged 3+ years ... right up to the 'big kid' in all of us!   The full A4 length of the letter, the detailed letter content about Santa Claus and Christmas and the concept of being a 'Little Elf' make Santa's Letters and Certificates just perfect for this age group!  Please note the following warning regarding Santa’s letters, envelopes, certificates and reindeer sprinkles:  potential choking hazard due to small parts (in particular the reindeer sprinkles or if the paper was to be torn or folded into small parts). Suitable for ages 3+ years.  Use under adult supervision. 

How are the Personalised Christmas Letters from Santa ‘personalised’?

Every letter from Santa contains over 10 different fields that you can use to ‘personalise’ your letter.  The fields include topics such as your child’s name, their favourite colour, their favourite snack food and a friend they like to play with.  With over 10 different fields your child should definitely feel like their letter is just for them, and to see all of the different personalised fields please visit our 'Order a Letter' page.  Each child will also receive their very own personalised envelope with their name on the front.              

I have 2 or more children – can my Personalised Christmas Letters be different for each child?

Absolutely!  On the 'Order a Letter' form there are over 10 different fields in which you can personalise your letter.  Our letters also contain variations within the letter (such as having 6 different reindeer stories to choose from).  To make your letters different for each of your children, simply fill in these personalised fields differently.  Of course, some of the letter content will be the same for each child, but with such a high number of different fields in which you can personalise your letter, each child should definitely feel like their letter is their own.  Each child will also receive their very own personalised envelope (with their name on the front) as well as their own colouring in sheet and DIY Magical Reindeer Sprinkles label. 

How can I include multiple children on the one letter?

If you are looking to include multiple children on the one letter or certificate, please ensure that the personalised answers that you choose will be suitable for all of the children included and please enter their names on the 'Order' forms as per the instructions given on the form.  We at Santa’s Little Elves will also need to do a small manual update to your letter to account for having multiple children (i.e.: we will need to update ‘To my special friend’ to ‘To my special friends’).  If you wish to order a letter and include multiple children, please contact us with your order number once you have placed your order and we will complete your small update and email it through to you asap (and remember to check your Junk Mail just in case our reply to you goes there!).

One of the personalised questions doesn't have an option that suits my child ... what should I do?

While we have provided LOTS of different options to hopefully cover everyone, and while we encourage you to use the options that are listed on the website, we do understand that sometimes an option or answer just isn't 100% right.  In these instances we are very happy to do small modifications however it is requested that if you require one of these modifications that you place your order and ask for the modification early on when we have lots of time to do it (as you can imagine, doing a lot of letters with modifications on the very last day of ordering would be quite the challenge!).  If you need a small modification please order and let us know BEFORE the start of December, as modifications requested after this time can not be guaranteed. 

How much is each Personalised Christmas Letter from Santa and what do I get for that price?

Each personalised letter from Santa costs $12.95 AUD and includes a personalised letter from Santa as well as a personalised Christmas themed envelope with your child’s name and North Pole Postmark on the front.  Every personalised letter also comes with a fun colouring in sheet for your child to fill in and leave out for Santa to see on Christmas Eve.  This is a special gift from Santa for helpful and unselfish behaviour and reminds each child that Santa is VERY proud of them for helping as one of his ‘little elves’!  Also included in the price is a super cute and festive ‘Santa’s Magical Reindeer Sprinkles’ label for you to print at home and DIY your very own Reindeer Sprinkles to sprinkle around on Christmas Eve … how much fun would it be to ‘deliver’ your special personalised Letter from Santa complete with Santa’s very own ‘Magical Reindeer Sprinkles’!  $0.50 from each letter ordered is also donated to Cystic Fibrosis Queensland, so you can help others while delighting your child at the same time.   

(Note that Santa's personalised letter, envelope, colouring-in sheet and sprinkles label will arrive via email for you to print at home)

How are Santa's Official Nice List Certificates ‘personalised’?

As well as being personalised with your child's name, each certificate also includes a separate section where you can add your very own customised sentence to highlight a specific behaviour, achievement, good deed or helping activity that you are particularly proud of and would like to recognise.

How much is each of Santa's Official Nice List Certificates and what do I get for that price?

Each personalised certificate costs $12.95 AUD and includes a beautifully designed and colourful personalised certificate from Santa, as well as a special colouring in sheet for your child to fill in and leave out for Santa to see on Christmas Eve.  Also included in the price is a super cute and festive ‘Santa’s Magical Reindeer Sprinkles’ label for you to print at home and DIY your very own Reindeer Sprinkles to sprinkle around on Christmas Eve … how much fun would it be to ‘deliver’ your special personalised Certificate from Santa complete with Santa’s very own ‘Magical Reindeer Sprinkles’!  $0.50 from each certificate ordered is also donated to Cystic Fibrosis Queensland, so you can help others while delighting your child at the same time.

(Note that Santa's personalised certificate, colouring-in sheet and sprinkles label will arrive via email for you to print at home)  

What do Santa's Colouring-in Sheet and Magical Reindeer Sprinkles label look like?

Images of Santa's 2021 Colouring-in Sheet and Magical Reindeer Sprinkles label can be found on our Facebook page (facebook.com/santaslittleelves).  You can also see what Santa’s 2021 Personalised Letter and Certificate look like by visiting the respective ordering pages on our website. 

How do I order your Letters and Nice List Certificates?

Ordering is quick and simple!  All orders are done online via our 'Order a Letter' and 'Order a Certificate' pages and secure payments can be made online via PayPal. To order simply fill in your details on the 'Order' pages, add to the cart and then checkout. And if you need any assistance with ordering, please don't hesitate to contact us … we are here to help!

How do I order a personalised letter and certificate in the same order and what do I do if I want to order multiple personalised letters and/or certificates in the one order?

Once you have completed the order form, double checked what you’ve entered and added this to the cart, simply view the cart to make sure your letter or certificate has been added successfully.  If you need to order another letter and/or certificate, simply click 'order another letter' or 'order another certificate' and repeat this process until all of your letters and certificates have been completed and added to the cart.  Once you have completed all of your letters and certificates simply go to 'view cart/checkout' to finalise your order.  Once your order and payment are complete, Santa will then send you your emails containing your personalised letters and certificates for you to print at home!

Can you do your Personalised Christmas Letters for groups of children such as school groups, day care groups etc?

Yes!  The process of ordering would work just the same for groups of children as it would work for ordering for just one child (i.e.: ordering the letters/certificates online via the order form, adding multiple letters/certificates to the cart and then checking out).  Alternatively, if this doesn’t work for your situation, please contact us and we will happily work with you to work out something great!  Orders of 5+ letters and /or certificates are also entitled to receive our special Santa discount.  Please contact us for more information.

When is the last date I can order my Personalised Christmas Letters and Nice List Certificates?

The last date to order your 2021 Personalised Christmas Letters and Nice List Certificates from Santa Claus is Sunday December 12th, 2021.  

How can I pay for my Letters and Certificates?

We offer secure online payment via PayPal.  To find out more about PayPal and setting up a PayPal account please visit the PayPal website at www.paypal.com.au.

Is buying safe and secure?

Definitely!  We use PayPal to process our payments.  To find out more about this secure and safe way to purchase online please visit the PayPal website at www.paypal.com.au

How do I know if my order went through?

Once you have completed your order you will be sent at least TWO emails from us … an 'Order Confirmation' email (which will include your invoice along with important information regarding your order) and subsequent emails which will contain your Santa files (eg: your letters, certificates etc).  To make sure that you receive our emails, be sure to add orders@santaslittleelves.com.au as a ‘safe’ sender and if you are having trouble finding your emails they may be in your Spam or Junk folder so be sure to check there! 

If your emails have not arrived in a reasonable amount of time and they are not in your Junk Mail, your order may not have gone through properly OR there may be something such as a typo in your email address which is preventing mail delivery.  Please don’t hesitate to contact us via email at orders@santaslittleelves.com.au if you would like us to confirm your order and/or to follow up on your order if it hasn’t arrived as yet (being sure to once again check your Junk Mail just in case our reply to you goes there!).    

How many times am I able to print out my letter/certificate, envelope, colouring in sheet etc?

Please feel free to print out your Santa documents AS MANY times as you wish … they are yours to use as you like, so if you would like to print out a new colouring-in sheet for every day leading up to Christmas go for it!  If you so wish, you can also print out multiple copies of your personalised letters and certificates to gift to Grandparents or other relatives, to place into a keepsake book or even to replace a letter or certificate that has 'gone missing’ while at school!

And while you are free to print out your files as many times as you would like after your initial purchase, please keep in mind that the files you receive from Santa are for Personal Use Only (i.e.: they are not for commercial use) and that all files are © Santa’s Little Elves 2021.      

When and how are my Personalised Letters and Nice List Certificates delivered?

After experiencing postal delays and early closing dates in 2020 due to COVID, Santa has made the exciting decision to go digital this year … yay!  What this means is that instead of Santa physically posting out your letter/certificate in the mail via Australia Post, you simply order and personalise your letter/certificate online as per normal and then print them out yourself from home from the email that Santa sends you!  Doing things this way means that your special Santa mail will be available to you immediately following placement of your order so that you can ‘deliver’ your special mail immediately after ordering if you so wish and it also guarantees that you will receive your mail in a timely manner AND before Christmas regardless of any postage delays happening in your area … how great!  And a quick heads up … if you haven’t yet sent your letters and wish lists to Santa, you may wish to do so before opening your special Santa mail 😊.

Can I get my Personalised Letters and Nice List Certificates emailed to my grandchildren, nieces, nephews etc instead of my own email address?

Yes, you certainly can!  When checking out just ensure that the email address that you enter is the email address that you would like Santa to send his special mail to (and be sure to double check that the email address that you enter is 100% correct otherwise Santa will not be able to finalise his delivery!).  Please note that the email address that you enter when you checkout will also be the email address that your invoice is sent to.  While this invoice will be in a separate email to your Santa mail, we just like to mention it in case it leads to some interesting questions from your 'little elves'!  Another option would be to have everything mailed to YOUR email address and you can just forward on the relevant emails/Santa files from your end without any invoice involved.   

If I am ordering mutiple Personalised Letters/Certificates are the Letters/Certificates delivered separately or are they delivered together – ie: should they arrive at the same time?

All products from the one order will be delivered via email at the same time however they will be delivered in separate emails (eg:  if you ordered a letter and a certificate in the same order you will receive your letter and associated files in one email and your certificate and associated files in another separate email and both emails should arrive very closely together time wise as they will both be sent at the same time from our end.  A similar process will happen if you have ordered two or more letters or certificates in the one order).  If you have placed a number of different orders (i.e.: if you have separate order numbers for each order) then these orders will be emailed separately to each of the the email addresses that you have provided. 

I have made an error with my order ... how can I go about getting this fixed?

If you need to make a change to any of your letters or certificates BEFORE you have checked out then simply go to view cart/checkout, select the product you wish to change by ticking the appropriate box in the 'del' column and then click on 'apply changes'.  Please note that if you need to change a personalised detail in your letter/certificate after it has been added to the cart then you will need to delete this letter/certificate from the cart first and then re-start a new letter/certificate with the correct details.

If you notice an error in your order or if you need to make a change to your order AFTER you have received it (such as fixing a typo, correcting a spelling error or updating a personalised option) please contact us ASAP so that we can help you to make the changes you require (and make sure to check your Junk Mail just in case our reply to you goes there!).  And remember to be kind ... we are here to help ♥.

(please note: there may be a $2.00 AUD change fee for each letter and certificate that needs to be changed). 

What is your return policy?

If you are not completely satisfied with your purchase, please contact Santa’s Little Elves within 14 days of receiving your item/s.   We will not accept the return of items due to a change of mind however we will accept product returns and provide you with either a replacement or refund where the goods fall into one of the below categories and the buyer has not caused or contributed to the failure (for example, by damaging or misusing the goods):

  • The product is faulty or is not of acceptable quality; or
  • The product is not fit for its intended purpose; or
  • The product does not match the sample or our description; and
  • You can present adequate proof of purchase (such as your order confirmation received by email).

Any replacements or refunds will be carried out within a reasonable time frame.  Any personal information obtained from you for the purposes of executing a refund or replacement will be handled in accordance with Santa’s Little Elves privacy policy.

Do you deliver Santa’s Personalised Letters and Certificates internationally?

Yes!  In the past Santa has delivered his special letters and certificates to Australia and New Zealand only … and now that Santa letters are digital (i.e. they are sent via email to be printed at home) he is able to deliver his special letters and certificates ALL OVER the world … how exciting!  When ordering and checking out either enter in the email address that you would like your letters to be sent to OR get your Santa letters emailed to yourself for you to forward on where needed.  Please note that all prices quoted on our website are in AUD.  

One last thing ...

While we at Santa's Little Elves are committed to helping Santa to deliver the best quality products to your children, we are only human elves and there is always the possibility that an error in your order may occur.  If you do find an error in your order please let us know ASAP so that we can help Santa to rectify the problem.  We want you and your children to be delighted with their special Christmas gifts!