| As you know we are closing
down and not only have we never had a sale before,
but you’ve never had to pre-order your
letters before so you are going to have some
questions. Below are some of the most frequently
asked questions we have received and their answers
which may be of help if not, then just give
us a call on Freephone 0800 0730809
or drop us an email at info@specialletters.com..
Other important information can also be found
on our Terms
& Conditions page.
|
| Q. How will the pre-ordered
letters work? |
A. In a nutshell, pre-ordered
letters are available from the Tooth Fairy,
Birthday Fairy & Santa and you will be
allowed to order up to 3 letters per character
per child in advance, with certain proviso’s
and they are as follows’-
-
We will not be writing
any ‘new’ letters so if your
child has already had our full range of
letters we are sorry, but our guarantee
to ensure every child has a different letter
will not apply. If you want us
to do amended copies of letters they have
already received, perhaps from when they
were younger, then we will happily do this
and will discuss this with you prior to
proceeding with your order.
-
The above also applies
to multiple sibling groups.
We may only be able to do 1 or 2 letters
per child to ensure each child gets a different
letter but as mentioned before, we will
discuss any problems and concerns with you
before proceeding with your order.
-
The ‘pre-ordered
letters’ offer does not apply
to adult letters or children 14 or over.
Sadly we just don’t have the time
to write grown-up/teenage letters and we
can only apologise for any disappointment
this may cause
|
| Q. How will this affect
the personalisation? Children’s hobbies,
friends and teachers change frequently? |
| A. You
are quite right. A lot can change in a child’s
life in the space of a year, teachers change,
pets die, friends come and go, so to avoid potential
problems you will not be asked to provide this
information and it will be assumed children
(of school age) have teachers and friends. As
such these matters will be referred to in more
general terms such as ‘your teacher
is very pleased with all your hard work’
and ‘can you please let your friends
know Santa will be visiting them all again this
year’. Sadly we will omit all mention
of pets as the potential to get it wrong or
cause upset is to great. We assure you the quality
of the letter will in no way be any the less
by making these small changes.
|
Q. What about the quality
of the letter? |
| A. The
materials used for the letters themselves will
not change. We will be using exactly the same
paper, envelopes, ribbon, wax etc. The changes
will be in the content as mentioned above and
even those will be subtle. All letters will
still be at least two pages long, written on
a quality embossed paper, bound with ribbon,
sealed with wax ….and don’t forget
the Fairy Dust. We are including a FREE pouch
of Fairy Dust with all our letters..
|
Q. What about the presentation?
|
A. We
will choose the presentation of the letter dependant
on stock. For example if you pre-order 3 letters
you may receive one ribbon & wax sealed
letter, one fluted card envelope and one scroll.
Alternatively all three may be ribbon &
wax sealed. (We will be consistent where siblings
are concerned so they all receive the same style
of letter for a particular year.)
|
Q. How will we be able
to tell which letter is to be opened first? |
| A. As always
the letters will be personally addressed to
each child complete with postmark but instead
of being sent direct to the children they will
be sent to you, the customer, in one package.
Each letter will be clearly labelled so you
will know which letter comes first along with
a list of instructions. Also within the pack
will be a copy of each letter for your records
so should there be any problems, they can be
identified and dealt with now rather than be
discovered in three years time when we are no
longer around.
|
Q. Pre-ordering my child’s
Santa or Tooth Fairy letter two or 3 years in
advance does mean we have to put an awful lot
of trust in you. What if we open it and there
is something wrong? |
A. Don’t
worry, we don’t expect blind faith from
you. As mentioned above, when you receive your
pre-ordered letters, as well as the wrapped
and packed ones that your child will be receiving,
there will also be copies of each letter for
your records so you will be able to see exactly
what your son or daughter will be receiving.
In the unlikely event there are any errors or
problems then all you need to do is give us
a call and we will get replacement letters off
to you straight away.
|
Q. How long will it
be before we receive the letters? |
| A. Well
that pretty much depends on demand. We do tend
to work on a ‘first come, fist served’
basis however should a customer order 3 birthday
fairy letters and a birthday is imminent, they
would take priority over a Santa letter which
of course wouldn’t be needed for several
months. We hope to have all the letters despatched
by the end of June however we will keep customers
regularly updated and of course should you have
any concerns, just drop us a line
|
Q. Is there a cut off
date for orders? |
A.Yes.
All orders for Pre-Ordered Letters must be received
by 1st March 2012. Our SALE page will remain
open till the 31st March 2012.
|
| Q. What if I still haven’t received
my order when you close? |
A. Don’t worry, we are
not going anywhere. Although we will stop taking
orders by 31st March we still be working flat
out till all orders have been fulfilled. Although
our website will be taken off-line a contact/
information page will still be visible. Also our
phone lines and email addresses will remain open
for the foreseeable future.
|
| Q. Money’s a little tight at the moment
so soon after Christmas but I don’t want
to miss out. |
A. Don’t worry. We have
always felt January sales come at the most inopportune
moment! You can still place your order but we
won’t be taking money out of your account
till after the 5th February and should you need
a little longer to recover from Christmas, then
just give us a call or drop us an email telling
us when to take the money from your account and
we will do our best to oblige. (Of course we can’t
despatch orders or commence work till full payment
has been received.)
|
| Q. Why have you plain paper and envelopes
in your SALE items. |
A. Well believe it or not we
have dozens of people each year who call us, having
missed a cut of date for Santa letters, asking
if they could just buy the paper or a gift box
and they will write their own letters, just so
they can keep the continuity going for their children.
We have stock that needs to be sold, and we would
rather it go to our customers than anywhere else.
|
| Q. Why don’t you just sell the
business so someone else can write the letters? |
A. Believe me we have thought
long and hard about this and have actually had
several offers but the long and short of it is…..we
don’t trust anyone enough to do it to our
standards! Once the business is sold on we would
have no control over the standard of the letters,
the quality or the customer service and the thought
of someone ruining our hard earned reputation…..well
it doesn’t, as far as we are concerned,
bear thinking of.
|
| Q. But why are you retiring |
A. Good question but with no
real answer other than for purely selfish reasons
and that the time is right. We are still as busy
now as we have ever been and we aren’t actually
of retirement age, but there are many things we
want to do and see and we want to do them while
we are still young and fit enough to enjoy them.
Go to Lapland at Christmas for example. We have
listened to such wonderful stories from our customers
about this adventure yet is it is something we
have never been able to do because we have been
to busy writing letters from Santa.
|
| Q So when do you finally finish? |
A. We have no fixed date and
certainly not till all our orders are complete
but when all that is done, then we will send one
final (and probably very tearful) newsletter saying
our goodbyes
|
| |
If you have a question
you would like answering please contact us via
the 'Contact
Us' page. |
