FAQs 

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

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

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

Please note that we will do our very best to respond to your message in a timely manner.  If you don't hear back from us straight away, don't panic ... we are probably just busy helping Santa and we promise that you will hear from us as soon as we become available!  All messages and enquiries will be responded to between business hours Monday to Friday and we aim to respond to all messages within 24 - 48 hours of receiving them.  And remember to be kind ... we are here to help ♥

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, colouring in sheet and Magical Christmas Token:  potential choking hazard due to small parts (in particular 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’?

Each letter from Santa contains over 10 different places in which it can be personalised.  These include things such as your child’s name, a friend they like to play with and an activity they enjoy doing.  There are also variations within the letter, such as having 9 different reindeer stories that you can choose from and 10 different 'PS' options that you can choose from (to see all of the different personalised options please visit our 'Order a Letter' page).  With over 10 different places in which you can personalise your letter, your child should definitely feel like their letter is just for them!   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 places in which you can personalise your letter.  Our letters also contain variations within the letter (such as having 9 different reindeer stories that you can 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 places 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 Santa's Magical Christmas Token. 

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 Christmas Token' for you to print out at home to include with your letter to help Santa and his reindeer find your place on Christmas Eve  … how much fun would it be to ‘deliver’ your special personalised Letter from Santa complete with Santa’s very own ‘Magical Christmas Token’!  $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.   

(please note that Santa's personalised letter, envelope, colouring-in sheet and Magical Christmas Token will all arrive via email for you to print at home ... they will not arrive via the post ... in order to give Santa's letters to your children you will need to print them out yourself from home)

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 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 are 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 Christmas Token' for you to print out at home to include with your certificate to help Santa and his reindeer find your place on Christmas Eve  … how much fun would it be to ‘deliver’ your special personalised Certificate from Santa complete with Santa’s very own ‘Magical Christmas Token’!  $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.

(please note that Santa's personalised certificate, colouring-in sheet and Magical Christmas Token will all arrive via email for you to print at home ... they will not arrive via the post ... in order to give Santa's certificates to your children you will need to print them out yourself from home)  

How can I include multiple children on the one letter / certificate?

If you are looking to include multiple children on the one letter / 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’) and we may also need to do a small manual update to your certificate depending on the personalised content that you have included.  If you are including multiple children on the one letter / certificate and your letter / certificate requires a manual update from us please allow an additional 2 - 3 business days to receive your updated letter / certificate.  Once we have completed your manual updates your updated letter / certificate will be emailed to you (and remember to check your Junk Mail just in case it gets sent there!).  If you haven't received your updated letter / certificate within 5 business days of ordering please contact us at orders@santaslittleelves.com.au so that we can work to follow things up for you.

What do Santa's Colouring-in Sheet and Magical Christmas Token look like?

Images of Santa's 2022 Colouring-in Sheet and Magical Christmas Token can be found on our Facebook page (facebook.com/santaslittleelves).  You can also see what Santa’s 2022 Personalised Letter and Certificate look like by visiting the respective ordering pages on our website. 

What do you mean by Santa delivering his letters / certificates via email to be printed at home?

After experiencing postal delays and delivery disruptions in 2020 due to Covid, Santa made the exciting decision to adopt a NEW form of delivery for his letters and certificates in 2021, with all of Santa's special mail now arriving from the North Pole Post Office via email for you to easily print at home!  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 ... and once printed and assembled you simply pop them into your letterbox for your kids to collect! 

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 letters and certificates to your children straight away if you so wish and it also helps to ensure 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!  

(please note that ALL of Santa's personalised letters and certificates will arrive via email for you to print at home ... no letters or certificates will be sent via the post ... in order to give Santa's letters and certificates to your children you will need to print them out yourself from home)

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

Printing your letters and certificates from Santa is simple and easy!  Once you receive your email/s from Santa containing your letters and certificates you will need to download these letters and certificates 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 letters and certificates you can then print them out using your home printer (they are designed to be printed out in A4 size and are best printed out in colour ... and normal white printer paper is the most suitable paper to use).  If you're not able to print these out from home you could always forward the email with the letters and certificates attached to someone that does have a printer and ask them to print them out for you, or you could take them to a place such as Officeworks or your local library and get them printed there (at an additional cost to yourself).  Another option if you don't have access to a printer could be to simply read your letter / certificate straight from your screen ... and if none of these options work for you please just get in touch so that we can try to figure out something that will work!  You will also need a pair of scissors and a glue stick to help you with assembling your personalised envelope and Magcial Christmas Token.  Full instructions on how to print your letters and certificates are also provided upon completion of your order … and we are always here if you need a helping hand!

How do I print and ‘deliver’ my Santa mail to my children?

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 letter and/or certificate (this email will also contain Santa’s special colouring in sheet and Santa’s Magical Christmas Token).  Once you receive this email (being sure to double check your Junk Mail just in case it goes there!) all you need to do is open the attached letters / certificates and print them out!  Once printed you simply assemble your personalised envelope, pack your letter, colouring in sheet and Magical Christmas Token into your 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 Magical Christmas Token, 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.  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 😊.

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?

Of course!  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 2022 Personalised Christmas Letters and Nice List Certificates from Santa Claus is Sunday December 11th, 2022.  

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 or email and we will happily help you to process your order manually.  Alternatively, you can also checkout as a guest without needing your login details.

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?

After completing your order you will receive at least TWO emails from us … an 'Order Confirmation' email (which will include your invoice) and the email/s containing your Santa mail (each letter/certificate will arrive in a separate email).  To make sure that you receive our emails be sure to add our email orders@santaslittleelves.com.au as a ‘safe sender’ (to do this: add our email to your contact list, create a new filter, click ‘never send to spam’ etc … adding us as a ‘safe sender’ is particularly important if you have a Gmail address) and remember to CHECK YOUR JUNK MAIL just in case our emails are delivered there.  Important:  If you have not received your emails within 24 hours of ordering, and they are not in your Junk Mail, this may mean that your order has either not have gone through properly OR that there is something preventing email delivery (such as the security settings on your device or a typo in your email address).  Please contact us ASAP at our email address orders@santaslittleelves.com.au if you have not received your emails within 24 hours so that we can follow up and re-send your order if needed.  If you have included multiple children on the one letter / certificate please allow an additional 2 - 3 days to receive your updated letter / certificate.  This will also be sent to you via email.

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 or email  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!  

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

After experiencing postal delays and delivery uncertainty in 2020 due to COVID, Santa made the exciting decision to adopt a NEW form of delivery for his letters and certificates in 2021, with all of Santa's special mail now arriving from the North Pole Post Office via email for you to easily print at home!  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/s that Santa sends you ... and once printed and assembled you simply pop them into your letterbox for your kids to collect!  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 letters and certificates immediately after ordering if you so wish, and it also helps to ensure that you will receive your mail in a timely manner AND before Christmas regardless of any postage delays happening in your area … how great!  If you haven't received the email/s from Santa containing your letters and certificates within 24 hours of placing your order, please see below for what you should do.  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 😊.

(please note that ALL of Santa's personalised letters and certificates will arrive via email for you to print at home ... no letters or certificates will be sent via the post ... in order to give Santa's letters and certificates to your children you will need to print them out yourself from home)

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 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 each letter / certificate will be delivered in a separate email (eg:  if you ordered a letter and a certificate in the same order you will receive your letter in one email and your certificate 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).  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.  If you have included multiple children on the one letter / certificate please allow an additional 2 - 3 business days to receive your updated letter / certificate.  This will also be sent to you via email.

Will you be posting any physical letters or certificates in the post 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 potential for postage delays and disruptions, Santa will 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).

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's letters 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.  If you have a postal / billing address that is not in Australia or New Zealand you can still order your letters and certificates ... the main thing that needs to be accurate is the email address you would like your letters and certificates to be sent to.  

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

If you have not received the emails containing your letter/s and certificate/s within 24 hours of ordering, and they are not in your Junk Mail, this may mean that your order has either not have gone through properly OR that there is something preventing email delivery (such as the security settings on your device or a typo in your email address).  If this is you, please contact us ASAP at our email address orders@santaslittleelves.com.au or via the contact form on our website so that we can work to follow things up and re-send your order if necessary (if you don't receive a reply from us within 5 business days of your original message make sure to check your Junk Mail again, just in case our reply to you has gone there ... and if there is no reply from us in your Junk Mail please try contacting us again ... our reply to your original message may have been blocked from being delivered to you).  When contacting us please remember to include important ordering information, such as your order number, the name and email address the order was placed in, whether you ordered letters or certificates or both, the names included on the letters / certificates etc ... this will help us to follow up your order in a timely manner.

And an important extra note:  while we at Santa's Little Elves are committed to doing everything we can to ensure that you receive your Letters and Certificates in time for Christmas, in order to do this we MUST hear about any orders that haven't been received by Friday December 16th 2022 at the latest.  Please note that we have no way of knowing that your order hasn't arrived unless you tell us so it's very important that you get in touch and let us know!  If you haven't received your order and you DON'T let us know by Dec 16th 2022 we unfortunately may not be able to guarantee delivery before Christmas (although we will try our very best!).

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 / to be re-sold) and that all files are © Santa’s Little Elves 2022.      

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). 

How are Santa's letters and certificates that are delivered via email different from the letters and certificates that you used to do that were mailed in the post?

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

Santa's letters that are delivered 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 ‘Santa’s Magical Christmas Token' for you to print out at home to include with your letter / certificate to help Santa and his reindeer find your place on Christmas Eve!

And while Santa's letters and certificates can obviously be read from paper once printed, if one of your 'Little Elves' is more technologically minded they can even read their special letter or certificate from Santa straight from their screen!  Delivering Santa's mail via email also means that your letters and certificates 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 and certificates 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!

* if you have included multiple children on the one letter / certificate please allow an additional 2 - 3 business days to receive your updated letter / certificate.

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.

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!