FAQ
FAQ
Deadline for all orders is Monday 10th December 2012.
IMPORTANT DELIVERY INFORMATION
All of our products are made to order here in Australia, so please allow our Elves time to write, create and stitch up your gifts.
- Santa letters will be written and despatched on the 11th December so please allow until the 21st December for your letter to arrive. We’ll have a team of Elves working overtime, and then we hand things over to your local postman to get your letter safely to you.
- Personalised Christmas DVD’s should arrive to you within 10 business days of receipt of your payment.
- Personalised Stockings and Sacks should arrive to you within 15 business days of receipt of your payment.
SANTA LETTERS
How much does a personalised letter from Santa Cost?
If you’re ordering 1 or 2 letters, the cost is $10.95 each letter (including GST and postage within Australia). Orders for between 3-5 letters cost $9.95 each and orders of 6 and more receive a further discount.
Why should I buy from you?
Because we’re a genuinely nice bunch of elves who are committed to doing an outstanding job and making as many children smile as possible! Our letters are also:
- Beautifully designed (have a sneak peek here – there are 3 designs to choose from)
- Printed on 100% recycled paper
- Contributing to the Starlight Foundation – We donate a portion of every sale to the Starlight Foundation and also provide many sick kids with free Santa letters
- We provide varied letter content so siblings receive different letters
- Our site utilises 256 bit SSL encryption – as safe as they come
How do I place an order?
Ordering is easy. Simply complete the online order form. Be sure to check all of the information you enter is correct, as it will appear as you have entered it! Secure payments can be made using you Credit or Debit Card.
Can I place an order over the phone?
No, unfortunately not. To ensure that your personalised Santa letter is just as you want it, we need you to place your order online.
How do I personalise my child’s letter from Santa?
During the order process, you’ll be asked some questions about your child. These answers will tell us things only you and Santa would know. We then customise your child’s letter based on the information you provide us with.
Do you offer a Santa letter for newborns?
We sure do. We offer a special letter that has been written just for newborns – Baby’s First Christmas. You can choose this letter during the ordering process.
I have more than 1 child, will they receive the same letter from Santa?
Nope, they’ll each get a letter that is customised for them! You can choose from 3 beautiful designs for your letters and we also have 3 different letter variations. Each child (up to 3 children) will automatically be sent a different letter. If you have more than 3 children, the 4th child you order for will receive the same letter as the 1st child and the 5th child will receive the same letter as the 2nd child. If you would like to order more than 6 letters, one of our elves can help you out so please just drop us a line at support@lovefromsanta.com.au
Can I receive a discount if I order more than 1 letter?
If you’re ordering 1 or 2 letters, the cost is $10.95 each letter (including GST and postage within Australia). Orders for between 3-5 letters cost $9.95 each and orders of 6 and more receive a further discount.
What are my payment options?
You can pay with a credit card (American Express, Visa and Mastercard) or a debit card with a Visa/MasterCard logo online or over the phone. All payments are processed using our online secure payment gateway and merchant facility.
All prices are listed in Australian Dollars and include GST(10%). We reserve the right to change prices at our discretion.
When will we receive our letter?
All orders received by the 10th December, 2012 will be dispatched from the North Pole by the 14th December. We have trained some very fast reindeers who will get your letter to Australia Post by the 14th December, and then we hand it over to your local postman to deliver your letter to you.
How do I know if my order went through?
Once you’ve completed the ordering process, the last page will be the receipt page which contains your order number. Eway will also send you a confirmation email which contains your order details, along with your transaction number and receipt. The receipt will reference our business name, MyInvites Pty Ltd.
Be sure to add the @lovefromsanta.com.au domain to your SAFE SENDERS list in your email software! This will ensure you receive important emails regarding your order.
Do you send Santa letters to countries other than Australia and New Zealand?
We sure do. International orders will be charged a small additional fee to cover shipping and handling – New Zealand – $AUS 1.50/letter, Rest of the World – $AUS 2.50/letter. Ensure you place your order as early as possible to ensure your letter arrives on time!
If you would like to order letters for destinations other than Australia, it is important that you place a seperate order for these letters (1 order per country only). Please include letters travelling to the same country within 1 order – our system can only charge 1 rate for postage across all letters in the same order so if you include a country other than Australia in your order, your Australian letters will be charged the international postage rate. Money better saved by you! You can avoid this by simply ordering your letters for different countries seperately.
2012 Santa Letter Ordering Deadlines
We do not guarantee the arrival of our Santa Letters, unless you request registered mail (Available only in Australia).
All orders received by the 10th December, 2012 will be dispatched from the North Pole by the 14th December. We have trained some very fast reindeers who will get your letter to Australia Post by the 14th December, and then we hand it over to your local postman to deliver your letter to you.
Make sure that you place your order by the deadlines below to ensure your letter arrives in plenty of time!
| Letter Destination | Order Deadline |
| Australia | 10th December, 2012 |
| New Zealand | 30th November, 2012 |
| UK, US & Canada | 30th November, 2012 |
| Rest of the World | 25th November, 2012 |
International shipping prices are extremely competitive. We try to keep the amount very close to the actual postage on your package.
Why didn’t I receive my email confirmation?
If you did not print your receipt at the end of the ordering process, the email receipt may have been sent to your ‘SPAM’ folder. If you have any concerns or questions with your order, simply contact us. One of our elves will get back to you in a jiffy.
Be sure to add the @lovefromsanta.com.au domain to your SAFE SENDERS list in your email software! This will ensure you receive important emails regarding your order.
How do I make changes to my order?
Once your order has been submitted, changes cannot be made. If you need to make changes to your order, there will be a $5.50 change fee incurred. Please contact us immediately so we can make the changes you require. Click here to contact us.
(Note: It is important that you contact us within 24 hours of placing your order to make any necessary changes.)
Is buying safe and secure?
Extremely. Your credit card number is transmitted by 256-bit SSL encryption directly to a secure electronic vault, and the ‘padlock’ icon on your browser confirms this.
How do you use my contact information?
We treat our customer’s information with absolute respect and confidentiality. We will only use your information in relation to fulfilling your Love From Santa order and will never share or sell this information to a third party. You can read our Privacy Policy here.
PERSONALISED DVD
What kind of photograph is recommended for the My Christmas Adventure DVD?
Here are some guidelines for suitable images:
- A well-focused full-face shot
- No part of the head or face is cut off by the edge of the photo
- The face is not obstructed by any object
- No hats
- Colour photos only (No black and white or sepia photographs please.)
- jpg format
What is the correct size for images to be sent?
This really depends on the actual physical size of the photograph you have and the size of the person’s head on that photograph. Ideally we would like to have a head shot of a person scanned from an original 10cm x 15cm print saved at 640 x 480 pixels (no larger than 1024 x 760 pixels horizontal or 760 x 1024 pixels vertical in size) OR from a digital image of 640 x 480 pixels (no larger than 1024 x 760 pixels horizontal or 760 x 1024 pixels vertical in size).
Closer, sharper, in good lighting conditions and without any obstructions around the head will produce the best results. As a guide try waist level or a full head close up shot at least the size of a 10 cent piece before sending.
Can more than one person be featured in the Christmas Adventure DVD?
No, sorry. The photo-personalised cartoon adventure DVD has been developed and designed to be personalised for only one star.
For what ages is the Christmas Adventure DVD most appropriate?
The Christmas Adventure DVD is recommended for ages 2 and up.
How long will it take before I receive my order?
Please allow 10 business days for delivery.
How secure is my Credit Card payment online?
Extremely. Your credit card number is transmitted by 256-bit SSL encryption directly to a secure electronic vault, and the ‘padlock’ icon on your browser confirms this.
What forms of payment do you accept?
You can pay with a credit card (American Express, Visa and Mastercard) or a debit card with a Visa/MasterCard logo online or over the phone. All payments are processed using our online secure payment gateway and merchant facility.
All prices are listed in Australian Dollars and include GST(10%). We reserve the right to change prices at our discretion.
What will my credit card statement show?
Your statement will show your purchase as being from “MyInvites Pty Ltd”
Personalised Stockings and Sacks.
Is there a character limit to the name I choose for my stocking or sack?
No, there’s no limit. However, remember that the number of characters required will impact the size of the embroidery/screen print as this is limited to a certain area of the product.
