Father Christmas Letters Father Christmas Letters Frequently Asked Questions

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Letters

Can I have more than one child's name on a letter?
Yes. Up to 3 children's names can be added to the same letter. However, if you are buying a Write Your Own Father Christmas Letter, you can add as many names as you like - though you should keep in mind that too many names might look a bit squashed on the envelope.

What is the difference between a Christmas Morning Letter and a Before Christmas Letter?
Before Christmas letters are written in Father Christmas's home, Christmas House, up in the North Pole. They tell little stories about what has been happening to him in the run up to Christmas this year. They should be read by children before Christmas. Christmas Morning letters are written from Father Christmas's sleigh and tell of the adventures he has encountered on his way around the world on Christmas Eve. They should be read by children on Christmas Morning.

When my letter arrives, can I open it before I give it to my child without spoiling it?
Yes. Because we recognise that most grown-ups like to view letters before passing them on to children, we leave the envelope unsealed. Don't forget to stick the flap down once you've had a peek!

How long will my letter take to arrive?
Usually, orders are despatched within 7 days of ordering or less but as Christmas draws near we get them made up and sent to you as quickly as we can. All orders are sent in plenty of time to arrive before Christmas.

Do I have to pay extra for postage within the UK?
No. Ordinary first class postage within the UK is included in the price of your letter.

Do I have to pay extra for postage to the US or anywhere else outside Europe?
Yes. If you want your letter posted to the US or anywhere outside Europe, there is an additional cost per letter. For more details please view our shipping information.

Do I have to pay extra for postage within Europe?
Yes. If you want your letter posted to anywhere in Europe outside the UK, there is an additional cost per letter. For more details please view our shipping information.

What shall I do if my order doesn't arrive?
Contact us as soon as you can and we will double check the date it was despatched. Please do remember though, that at Christmas the post can be slow. If your letter does not arrive at all, we may offer you a replacement or a refund, depending on the circumstances.

What shall I do if I miss the last posting date?
We're afraid there's not much we can do to help you there. We shut down our shop on a specific date so that we can make sure all the letters ordered arrive before Christmas.

Can I pay by cheque or postal order?
No. We are sorry but we are not able to accept cheques/postal orders.

What currencies can I pay in online?
We take all our payments in GBP (£ sterling), but both Paypal and RBSWorldpay's secure payment systems will let you pay on most credit or debit cards, many of which can be used internationally.

Can I pay over the phone?
Sorry, no. For security reasons we only take payments online.

Who provides the payment service?
Wherever possible, we try to give customers a choice between Paypal and RBSWorldpay, our two preferred payment gateways. You can find out more about them via their websites: www.paypal.co.uk and www.rbsworldpay.com. If you have a question about RBSWorldpay, their General Enquiries telephone number is 08703661233 (UK)

What if my card is refused?
Cards are not refused by Rooftop Post - they are refused (via RBSWorldpay or Paypal) by your bank. There are lots of reasons why this might happen and to find out what the problem is, you should contact your bank directly.

Do you share my details with anyone?
No. We don't. As a matter of interest, we get fed up with the aggressive marketing strategies we see other businesses using online and we definitely wouldn't support it by passing customer details to second or third parties.

What if I want to return my purchase or get a refund?
As outlined in our Terms and Conditions, Rooftop Post is subject to operation in accordance with UK Law and this means that you have a right to return goods and/or get a refund under certain circumstances. What you'll need to do now is click on How to return an item and you'll be taken to a printable form which you can use to let us know you need a refund or replacement.

Can my child write back to Santa?
Well, if you send your child's letter to us, I'm afraid we will not be able to reply to it, though of course we will read it and pin it to our office notice board for all our elves to enjoy. We are a small family business and such things do not go unappreciated by our staff.

Do you sell letters from the Tooth Fairy?
Yes. We have recently decided to see if there is a market for this and we currently have one letter from the Tooth Fairy on offer. We may create more in the future, depending on demand.

Do you sell letters from the Easter Bunny?
No. We used to, but we have had to stop for the time being. We review our decision to stop producing Easter Bunny letters every year - so you never know, perhaps we'll bring them back one day, but certainly not yet.

Can I commission your writer/illustrator(s) to create an original letter or piece of artwork for me?
Well, that would be up to them individually. If you want to send us a query regarding this, we'll pass it on. However, bear in mind that original pieces take hours and hours of work and this would be reflected in the price.