The Elves’ helpful answers
FAQs
A little guidance from the North Pole. Whether you're curious about instant downloads, keepsake deliveries, or how the magic works, the answers are waiting below.
How does the personalised letter work?
Choose one of our 4 Father Christmas stories, enter your child’s details, and we personalise the letter for them. You can then download it instantly, or choose a keepsake version delivered to your home.
What details do I need to personalise the letter?
We’ll ask for your child’s name, age, gender, achievements, a friend or relative to mention, and any other special touches you’d like included. All optional, but they make the letter feel wonderfully real.
When will I receive my digital download?
Instantly. After checkout, your personalised letter and Good Child Certificate are emailed to you as print-ready PDFs.
What’s included in the instant download?
You’ll receive your personalised Father Christmas letter and a personalised Good Child Certificate — both as beautifully designed PDFs ready to print at home.
What are the keepsake delivery options?
At checkout, you can upgrade to a physical delivery: our Signature Keepsake Wallet or a classic North Pole Envelope. Both are posted to your home.
How long do keepsakes take to arrive?
Keepsakes are usually dispatched within a few days. Delivery times are around 3-5 working days and are delivered in discrete outer packaging.
Do I need a chimney for the Magic Key?
No. The Magic Key is “North Pole enchanted” for every home — just hang it by your door on Christmas Eve.
Can I order for more than one child?
Yes. Each letter is created individually — simply complete one personalisation and add to basket, then repeat for the next child.
Do you ship internationally?
We offer instant digital downloads worldwide. Physical keepsakes are only UK delivery.
Will my child’s name be printed exactly as I type it?
Yes — it appears exactly as entered. Please double-check spellings and capital letters before checkout.
Can I edit the letter after purchase?
Once generated, the PDF cannot be edited. Please review your details carefully before completing checkout.
Can I use emojis or special characters in the personalisation?
Please avoid emojis, accents, and special characters. Our printing system supports standard letters and numbers only to ensure your letter looks perfect.
What is the Reindeer Feed Pouch made of? Is it safe to eat?
The pouch contains oats with biodegradable sparkle for sprinkling outdoors on Christmas Eve. It is not for consumption and should not be eaten by children or animals — it’s for Christmas magic only.
Is the content suitable for young children?
Yes. All letters are written with gentle, positive wording — warm, kind, and age-appropriate, with no mention of “naughty lists.”