FAQs 

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!  However, most of the time these problems are simply to do with the PayPal system itself (and unforunately as these problems originate from PayPal we aren't able to fully fix this problem from our end).  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 facebook page (facebook.com/santaslittleelves) 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 apologise for any inconvenience you 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'm having trouble downloading the Letter to Santa template - what should I do?

If you are having trouble downloading the Letter to Santa template, just send us a message via: our contact form (at the bottom of our website), our email (info@santaslittleelves.com.au) OR via our Facebook page (www.facebook.com/santaslittleelves) and we will send you a message back with the Letter to Santa template attached.  Easy!

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

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

We came up with the idea for Santa’s Little Elves 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 the hampers was something that will stay with us forever.  This experience lead 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 true Spirit of Christmas, and as a result Santa’s Little Elves was born!

How are the Christmas Letters from Santa ‘personalised’?

Each letter contains 10 different fields that you can use to ‘personalise’ your letter.  The fields include topics such as your child’s name, an activity they enjoy doing, their favourite colour etc.  With 10 different fields your child should definitely feel like their letter is just for them!  

Are your personalised Christmas letters suitable for children of all ages?

Our letters are suited for children of all ages, including babies celebrating their first Christmas (for babies/very young children we recommend carrying out a Spirit of Christmas activity on their behalf – see our Spirit of Christmas page for more information).  Adult supervision is also recommended, particularly for children under the age of 3 years old, when using the sticker, decoration and Santa's Magical Christmas Sprinkles (Santa's Magical Christmas Sprinkles will only be included in your order if they were part of a promotion when you ordered - they are not included with every order).

I have 2 children – can my Christmas letters be different for each child?

Absolutely!  On the Order a Letter form there are 10 different fields in which you can personalise your letter.  Our letters also contain variations within the letter (such as having 4 different Rudolph 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 letter in their own red envelope (with their name on the front) as well as their own sticker, decoration and colouring in sheet.

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 these 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 can 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 last day of ordering would be quite the challenge!).

Therefore if you need a small modification please order and let us know BEFORE mid November.  Modifications required after this time can not be guaranteed. 

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

Each letter costs $12.95 AUD and includes a personalised letter from Santa that is delivered in a red Christmas themed enveloped.  Each envelope also has the child's name on the front, as well has a special North Pole postmark.  Santa also provides each of his Little Elves with a special Santa’s Little Elves sticker to wear with pride and delight as they help others, showing the world that they have been personally chosen to help by Santa Claus himself!  Also included in the price is a special Christmas tree decoration as a gift for kind and generous behaviour, as well as a special Christmas colouirng in sheet!  This price also includes priority postage within Australia and $0.50 from each letter ordered is also donated to Cysitc Fibrosis Queensland, so you can help others while delighting your child at the same time!.  Please add an extra $2 AUD shipping per ORDER (not per item!) for NZ orders. 

** In the unlikely event that all of the 2017 designed stickers and decorations sell out, you will still definitely receive a sticker and decoration with your letter/s, however it will be a design from a previous year (which just means a different coloured background compared to the 2017 version ... still very lovely and cute though!). **

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 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 certificate costs $12.95 AUD and includes a beautifully designed and colourful laminated personalised certificate, as well as a special 'I made Santa's Nice List!' sticker.  Each certificate also comes with a special Christmas colouring in sheet.  This price also includes priority postage within Australia and $0.50 from each certificate ordered is also donated to Cysitc Fibrosis Queensland, so you can help others while delighting your child at the same time!  Please add an extra $2 AUD per ORDER (not per item!) for NZ orders.

How do I order a Christmas Letter and/or Certificate?

Ordering is easy, 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 or credit card. To order: simply fill in your details, add to the cart and then checkout.  If you need any help with ordering please don't hesitate to contact us!

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

Once you have completed the order form, double checked what you’ve written 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.  Please note:  If you are wishing to send letters and/or certificates to different addreses then please just place one order per address.  

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

Yes we certainly can!  The process of ordering would work just the same for groups of children as it would work for ordering for just one child (ie: ordering the letters online via the order form, adding multiple letters to the cart and then checking out).  Alternatively if this doesn’t work for your situation, please just contact us through the contact form and we will happily work with you to work out something great!  Group orders of 10+ letters are also entitled to received our special Santa discount.  Please contact us for more information.

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

The last date to order your Christmas Letters and Nice List Certificates from Santa Claus is Sunday November 26th 2017 for NZ and Sunday December 3rd 2017 for AU.  

How can I pay for my Letters and Certificates?

We offer secure online payment via both credit card and PayPal.  Please note that you do not need to have a PayPal account in order to pay for your letters and certificates - you can still pay for your order through PayPal with your credit card, without having a PayPal account.  To find out more about setting up a PayPal account please visit www.paypal.com.au.

Is buying safe and secure?

Definitely! We use PayPal to help process our payments (please note that you do not need to have a PayPal account in order to pay for your letters and certificates – you can still pay for your order with your credit card, without needing to have a PayPal account).  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’ve completed your order you will be sent an order confirmation email which contains your order details, along with important delivery information and contact details.  To make sure you receive our emails, be sure to add orders@santaslittleelves.com.au as a ‘safe’ sender. If you do not receive your order confirmation email, it may be in your Spam or Junk folder, so be sure to check these folders.  If you have any concerns or questions with your order confirmation, or if you haven't received your order confirmation email please contact us ASAP.  Important:  If you don't receive an Order Confirmation email it most probably means that your order HAS NOT gone through.  Please contact us ASAP if you are unsure and we will double check for you.

I've made a mistake with my order ... how can I make a change to my order and can I make a change to my order after my order has been finalised (such as a change to address, or a change to the personalised details in a letter/certificate)?

If you need to make a change to any of your Christmas 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 from the cart first and then re-start a new letter/certificate with the correct details.

If you need to make a change to your order AFTER it has been submitted please contact us immediately so that we can help you to make the changes you require (note: there will be a $2.00 AUD change fee for each letter and /or certificate that needs to be changed.  All address changes are performed free of charge).    

When and how are your orders delivered?

All of our orders will be posted  (from our special North Pole Post Office of course!) on Friday December 1st 2017 for NZ orders and Thursday December 7th 2017 for AU orders via Australia Post Priority Postage.  The expected delivery time with Australia Post Priority Postage is 1-4 working days for AU deliveries and 3-10 working days for NZ deliveries, however due to potential delays in postage over the Christmas period, it may take a little bit longer to receive your order, so please allow a few extra days. 

All of our orders are delivered directly to the parents who can then hand out the letters/certificates when and how they wish ... some people like to re-place the letters/certificates back into their letterbox for the children to collect, while others like to place them under the Christmas tree and others prefer to give them out on a specific day etc).  All of our orders are placed inside a white envelope for delivery (the red envelopes that contain the actual Santa letters have a North Pole Postmark on the front which means they are unable to be posted by themselves) and all products from the one order will be posted together to ensure that they all arrive at the same time.  Once you receive the white envelope containing your order, simply open this envelope and inside you will find the red envelopes that contain the actual letters from Santa (there will be a separate red envelope for each letter you ordered) as well as your certificates if you have ordered them.  Then comes the exciting part ... choosing how and when to give them to your children!  

** Please see below if you would prefer your order being mailed directly to your child instead of yourself **  

Can I get my order mailed directly to my child?

Yes, you certainly can!  Usually we mail our orders directly to the parents (who can then hand out the letters/certificates when and how they wish) however if you would prefer your order being mailed directly to your child then we can definitely do that.  Please note however, that there will be a return address of S.L.E PO Box 80 Tamborine QLD 4270 stamped on the white envelope that you will receive in your letterbox (the red envelopes that contain the Santa letters have a North Pole Postmark on the front which means they are unable to be posted by themselves - we therefore place all of our orders in a white envelope for delivery).  For most people having the return address on the delivery envelope isn't an issue, however we like to mention it just in case it raises a few questions from enquiring little people!  

If you wish to deliver your order directly to your child, please just ensure that you enter the correct delivery details and name in the delivery details section during the checkout process and that you place a separate order for each child if you have multiple children that you are wishing to send directly to.  

Even if I order my Christmas Letters and Certificates early on in the year, do they still get posted on December 1st 2017 (NZ orders) and/or December 7th 2017 (AU orders)?

Yes!  We want to make the process as easy for you as possible.  As a result we don’t post any orders until the above dates regardless of when they were first initially ordered, as we don’t want you to have to worry about storing the letters/certificates (and worry about them being found!), losing the letter/certificates, damaging the letter/certificates etc. 

If I am ordering mutiple 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 together in the one envelope to ensure that they all arrive at the same time.  If you have placed orders for a number of different addresses OR if you have placed a number of different orders to be directly sent to each child then these orders will be posted separately to the different addresses/children on the same day.  Unfortunately, in this instance, we can’t guarantee that the letters/certificates will arrive at the same time.

My order hasn't arrived.  What should I do?

While we at Santa's Little Elves make EVERY possible effort to ensure each and every order is delivered on time, unfortunately some mail does get lost in transit and fails to arrive on time, if at all.  We are committed to ensuring that you receive your order before Christmas, however in order to do this we MUST hear about any undelivered orders by Sunday December 17th 2017 AT THE LATEST, otherwise we simply cannot guarantee pre-Christmas delivery (as much as we would like to!).  Please note that letting us know that your order hasn't arrived on time is YOUR responsibility, as we have no way of knowing that your order hasn't arrived unless you tell us.  We also understand that Christmas is a busy time of year and that you may forget in the hustle and bustle, so please mark this date in your diary NOW.  

If you haven't received your order and you let us know by Sunday December 17 our normal process is to re-do your order and Express Post it out to you ASAP so that you will hopefully receive it by Christmas.  Unfortunately, if we don't hear from you by this date then we will NOT be able to re-send your order as we cannot guarantee pre-Christmas delivery, even with Express Post (delivery times for Express Post were extremely long last Christmas and based on those times we would need at least 4 business days up our sleeve to have a good chance of you receiving your order).  In these instances (while we won't be able to Express Post your order) we will do our best to work out something suitable for you, such as emailing your order or refunding your order.      

Important:  Every year we have a handful of people who contact us after this date and it breaks our hearts to tell them that they will not receive their order in time for Christmas (due to the length of Australia Post delivery times at this time of year).  Please, please, please ... don't be one of these people this year ... if you haven't received your order please just let us know by Sunday December 17 2017 as that way we can MAKE SURE you get your order before Christmas (and that makes us happy!) 

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 do international shipping?

Yes!  Santa is now delivering his special letters and certificates to New Zealand as well as Australia.  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 and we do make each and every product by hand.  As such, there is always the possibility that an error in your order may occur.  If you do find an error in your order (excluding the personalised information that you entered when ordering) 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!