In association with our general terms below the following terms are specific to our
Pre-Ordered Letters and items purchased from our SALE page

  • Pre Ordered Letters

    Special Letters Guarantee: Every attempt will be made to ensure pre-ordered letters are different from previous years letters however, if the child concerned has already had the full range of letters for their chosen character, the Special Letters guarantee to ensure every child receives a different letter from previous years will not apply as there will be no ‘new’ letters written. Arrangements can be made for letters sent previously to be amended slightly (perhaps from when the child was younger) and customers will be contacted regarding this option before proceeding with the order.

    Sibling Groups: The above also applies to multiple sibling groups. It may be that only 1 or 2 letters per child can be provided to ensure each child gets a different letter. If 3 letters are ordered you will be contacted by Special Letters to discuss the changes in your order prior to proceeding further.

    Age Limit: Pre-ordered letters are available to 0-13yrs only. (Pre-ordered letters will not be available for adult/grown-up letters)

     Presentation: Special Letters will decide on the presentation of the letter and this will be dependant on stock i.e. if ordering 3 letters for one child you may receive one ribbon & wax sealed letter, one fluted card envelope and one scroll. Alternatively all three may be ribbon & wax sealed. Every attempt will be made to ensure consistency with sibling letters.

     Cut-Off Date: The cut-off date for Pre-ordered letters is midnight 1st March 2012

     Prices: A discount will apply for ordering 2 or 3 letters per child. Prices are as follows:
    1 x Letter = £9.99, 2 x letters = £17.49, 3 x Letters £22.99

    Postage & Packaging. There will be a single charge of £4.50 P&P for pre-ordered letters. This applies however many letters are ordered in a single transaction i.e. a single letter for one child or 9 letters for 3 children. (There will be a separate £4.50 charge for items purchased from our ‘SALE’ page. See below)

     Delivery: Our guaranteed delivery within 7-10 days does not apply to pre-ordered letters. There is no fixed despatch/delivery dates for pre-ordered letters. As a general rule orders will be processed and despatched on a ‘first come, first served’ basis however, certain letters will take priority for example, Birthday Fairy letters where the birthday is imminent. If there is any urgency for your order please contact Special Letters by email quoting your order reference number. Customers will be notified of any undue delays although it is anticipated all orders will be despatched by 1st June 2012.

     Cancellations: Cancellations can be made at any time up to the point of despatch for personalised items. After despatch refunds will only be given for personalised items if they are proven to be faulty and the fault lies with Specials Letters Ltd

     Faulty or Damaged Goods: The below Special Letters general terms apply for faulty or damaged goods.

  • Sale Products:

    Postage & Packaging: There will be a single charge of £4.50 P&P for items purchased from our SALE Page. This applies however many items are ordered in a single transaction. (There will be a separate £4.50 charge for items purchased from our ‘Pre-Ordered Letters page. See above.)

    The general Special Letters terms below apply for Delivery, Cancellations, Faulty or Damaged Goods.

     Stock Availability: Many items are of limited stock. In the event there is insufficient stock to fulfil your order you will be notified PRIOR to despatch and, where possible, offered an alternative product. Payment WILL NOT be debited from your account until confirmation of any changes in your order have been made.
  • General Information

    Cut-0ff dates: Orders for Pre-Ordered Letters must be received by midnight on 1st March 2012. Orders for items from the SALE page must be received by midnight on 31st March 2012.

    Closure of Special Letters    : The Special Letters website will be taken off-line around the 1st April 2012 but a contact page will remain visible and phone lines and email addresses will remain open for the foreseeable future. Regular updates will be sent regarding any outstanding orders.

General Terms

  • Placing your order

    Once we have received your order you will be sent a confirmation email confirming your order details along with a reference number beginning SPW. Please use this reference number in all future correspondence.

    • Fairy Dust - Please note, in the absence of real Fairy Dust we use a fine glitter. Caution should be used where children are of a young age and they should not be allowed to inhale or consume this.

    The design and colour of gifts and various associated products (i.e. Fairy Dust Pouches and Christmas stockings etc, ) do vary and any photographs depicting such items are shown only as typical examples of what will be received.

    Payment will be deducted from your account when work commences on you order.

    It is recommended orders are placed at least 14 days prior to the date you require the letter to arrive and customers are requested to consider local restrictions on postal services due to strikes, seasonal holidays and other unavoidable events that could cause delay to your Special Letter.

  • Price

    All prices are in pound sterling (£) and inclusive of V.A.T.. We reserve the right to change any advertised price before you place an order. However you will be notified of any changes in prices prior to any funds being debited from your account. Goods are charged in pounds sterling and will be converted to the currency of your country by your bank or credit card merchant.

  • Post

    Special Letters are sent first class via Royal Mail within the United Kingdom and Ireland and first class airmail outside the UK. For an additional charge your Special Letter can be sent either Recorded Delivery or Special Delivery within the UK, both of which will require a signature on delivery. International recorded delivery is also available for goods being despatched outside of the UK.

    Every attempt is made to ensure your gift is received on or before the required date of celebration however, Special Letters cannot be held responsible for delays incurred by postal services or matters beyond their or our control i.e. Strikes, acts of God, civil commotion or the recipient being unable to take delivery of the goods.

    In the unusual event of your order being lost, misplaced, delayed or damaged please keep all packaging (where appropriate) and contact Special Letters immediately, where every assistance will be given to recover your goods or if necessary claim compensation.
  • Postage and Packaging Charges

    United Kingdom

    First Class : To arrive within 7 – 10 days, unless requested otherwise.

    Recorded Delivery : Signature Required. To arrive within 7-10 days unless requested otherwise.

    Special Guaranteed Delivery : Signature required. To arrive by 2pm the day after despatch in most areas, this does not apply to certain areas of Scotland and Ireland. Please be advised unlike Royal Mail, Special Guaranteed Delivery does not, with regard to personalised items, mean the order will be completed any earlier, only that it is guaranteed to arrive the day after despatch by 2pm. We always advise giving 7-10 days notice for personalised items however, where possible, we will make every effort to expedite Special Guaranteed Delivery items. In the event of a query please contact Special Letters for further details.

    International Airmail

    All items are despatched by First Class Airmail and should arrive within 7-10 days. Goods can also be sent by International Recorded Delivery requiring a signature on delivery. This service is available on request. Price will be confirmed on request.

    Postage charges do vary from time to time and we reserve the right to change any advertised price when applicable.

  • Payment on-line

    Your custom is important to us and we have done our utmost to ensure the details entrusted to us are protected. Your order is sent via our secure server and the details are removed immediately on receipt by Special Letters and are protected under the Data Protection Act. Your credit card details are removed from the secure server on receipt of your order with limited access to senior members of the company only.

    We will take all reasonable care, in so far as it is possible to do so, to keep your details and payment secure, but in the absence of negligence on our part, we can not be held liable for any loss you may suffer if a third party procures unauthorised access to data you provide, when accessing or ordering from Special Letters.

    We accept payment from all major credit and debit cards, Visa, MasterCard, American Express, Delta or Switch. Your credit/debit card will only be charged for the goods agreed in your order, along with relevant postal charges and at the time when they are ready for despatch or for personalised items, when work commences. This is in line with our security requirements from our Card Merchant.

    Should you have any questions about our system please contact us and we will be happy to discuss any concerns you may have.

    Alternative Payment : Payment can also be made by cheque or postal order made payable to Special Letters Ltd and sent to: 23 Rowthorn Drive, Shirley, Solihull, West Midlands, B90 4ST, United Kingdom. Alternatively you can fax your credit or debit card details to us on +44 (0)121 689 8988 or contact us direct on +44 (0)121 689 8983.

    Please see our Contact Us page for additional information on these methods of payment.

  • Vouchers, Promotions & Special Offers

    Vouchers: On occasion customers may be in receipt of a discount voucher. These vouchers are sent at the discretion of Special Letters Ltd and can be withdrawn or cancelled at any time without notice. The below terms & conditions apply to the redemption of any voucher.

    i)
    		  
    A voucher cannot be used in conjunction with any other ‘special offer’ or ‘promotion’ that is being run by Special Letters at the time the voucher is redeemed. Should there be a ‘promotion’ or ‘special offer’ running at the same time as the customer redeems the voucher, the ‘greater discount’ will be applied to the customers invoice.
    ii)
    		  
    A minimum order of £9.99 is required for vouchers to be applicable.
    iii)
    		  
    Vouchers cannot be used in payment in any part for postage & packaging charges.
    iv)
    		  
    Where there is any dispute about the vouchers validity the voucher must be returned to the Special Letters offices for inspection and the Managing Directors decision on it’s authenticity will be final.
    v)
    		  
    Vouchers cannot be redeemed for cash.

    To redeem a voucher the reference number, displayed in the bottom right hand corner of the voucher, must be entered into the box provided on the payment/checkout page of the website. (Box can be found near the credit/debit card payment facility) When the order has been submitted a confirmation email will be despatched confirming the discount applicable on the voucher.

    Special Offers & Promotions: On occasion Special Letters run certain ‘promotions’ and ‘special offers’. These ‘special offers’ and ‘promotions’ are run at the discretion of Special Letters Ltd and can be withdrawn, postponed or cancelled at anytime without notice. The below terms & conditions apply:

    i)
    		  
    Only one promotion or special offer can be taken advantage of at a time i.e. In the event prospective customers are in receipt of a promotional voucher, or responding to a newspaper/magazine promotion related to a Special Letters product and it transpires there is also a promotional discount or special offer running on the Special Letters website at the same time, then the greater discount value will be applied to the customers invoice.
    ii)
    		  
    Where there is any dispute regarding a ‘special offer’ or ‘promotion’ the Managing Directors decision will be final.

    • Special offers & promotions are usually found via the Special Letters newsletter. The newsletter is only sent to customers who ‘opt in’ and this can be done via the ‘subscribe to newsletter’ link found on the front page.

  • Privacy

    The only information that we obtain about customers and the recipient of the letter is collected at the time of ordering and through the subsequent ordering process or via email enquiries (see placing your order). This information is collected direct through the Special Letters website or via subsequent email from Special Letters and not via a third party and any information given at this, or any other time, will remain confidential.

    The information we obtain about the recipient of the letter is used purely for the order in question. Special Letters will not contact them independently for any reason, unless specifically requested by the customer, or the recipient themselves.

    The information obtained about you the customer is used for contact and confirmation purposes only. In addition to this you may be forwarded our newsletter (approx 3 times a year) and informed of any changes or additions to our product. You can opt out of receiving this information now by contacting Special Letters via the below link, and type in 'Opt Out' in the main section of the email, or at the time of receiving the information by a link that will appear therein.

    We will not and do not supply any of our customer details to third parties for Marketing Purposes.

    We guarantee the information, which we will collect lawfully, is in accordance with the Data Protection Act 1998 by which we are governed.

    For further information about our Privacy Policy you can contact Special Letters via the link

  • Cancellation & Returns

    Cancellation & Returns

    Faulty Goods : Special Letters have a no quibble returns policy on faulty or substandard goods and it is asked that should the goods be proved to be faulty in any way that in the first instance contact be made with Special Letters via email or telephone (see contact us page). You will be requested to return the item in question, with packaging, where you will be given the option of a full refund or a replacement article.

    Damaged Goods : All goods leaving Special Letters are subjected to quality control checks prior to despatch, however, should an item be damaged on arrival it is requested in the first instance contact is made with Special Letters via telephone or email. (see contact us page). Although liability cannot be accepted for goods damaged during transit, as a goodwill gesture we will offer to replace your goods, however, to assist us in claiming insurance it is requested all packaging, along with the damaged item in question, is retained until collection is arranged by Special Letters. We thank you for your cooperation in this matter.

    Cancellations : Cancellation of your order can be made at any time up to the time of despatch at no charge. This can be done by contacting Special Letters direct. (see contact us page). Should you decide to cancel your order after despatch it must be done within 7 working days, starting the "day after receipt" of the unwanted order. The items in question must be returned, unopened and in it's original packaging, to Special Letters. The cost of returning the item will be at the customers expense. Collection by courier can be arranged, again at the customer's expense.

    Personalised Goods     : We are unable to accept returns of personalised items, jewellery or perishables unless they are faulty.

    Refunds will be provided within 30 days of cancellation minus the postage charge.

  • Statutory Rights

    Any information held in the terms and conditions does not affect your statutory rights as a consumer.

  • General

    Any contract will be deemed to have been concluded in the United Kingdom. Further, any such contract will be interpreted, construed and enforced in accordance with the laws of England, and you and Special Letters irrevocably submit to the non-exclusive jurisdiction of the English Court.

    As a statement these Terms and Conditions do not affect your statutory rights.

    By submitting your order to Special Letters you acknowledge that you have read, understood and will abide by these Terms and Conditions.

  • Guarantee

    We are a British Company and wherever possible will buy our products from businesses within the UK, which prove to be comparable in quality and price, in preference to non-British companies. We have ensured the products we have chosen are of the highest quality and therefore offer a guarantee to replace or refund the cost of any goods that are faulty or prove not to come up to our high standards.

  • Contact Details

    We can be contacted by telephone, email, fax or post on the below details:

    Special Letters Ltd
    23 Rowthorn Drive
    Shirley
    Solihull
    West Midlands
    B90 4ST
    United Kingdom

    Tel: +44 (0)121 689 8983
    Fax: +44 (0)121 689 8988
    Email: