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Terms & Conditions

Placing Your Order

Spellings: You are responsible for the spelling and grammar of the personalised information you send to us. It is important therefore that you ensure the names, addresses and other information you provide is correct as we cannot be held responsible for any spelling errors or inaccuracies with address details


Personalisation Details: Many of our letters are highly personalised. You will have the opportunity to provide the personalisation details needed during the order process however, if you do not have this information to hand at the time, on receipt of your order your will be sent a ‘Confirmation Email’ within which will be a link where you can provide everything that is needed.

We cannot process your order fully until you have completed, submitted or returned the appropriate personalisation details needed. Failure to return the personalisation details within 48 hrs may result in delays in your order being processed and despatched and/or your order being cancelled.

The personalisation details obtained are for the purposes of writing the letter only. They will not be stored, passed on or sold to third parties and will be deleted once the order has been fully processed and delivered.

Your order will not be deemed confirmed until you have received your confirmation email. If you have not received this within 24 hours of submitting your order, please contact us.


Santa Letters: Christmas is our busiest time of year and subsequently we have an early cut off date. This date can change at any time dependant on how busy we become. It is advised therefore that orders for Santa Letters are placed AS EARLY AS POSSIBLE to avoid disappointment.

Unless requested otherwise at the time of placing your order, Santa letters are despatched within the FIRST TWO WEEKS OF DECEMBER and despatched direct to the recipient. Overseas orders will be despatched earlier to ensure their timely arrival. If required beforehand, or if the letters are to be sent to someone other than the recipient, please notify us at the time of placing your order.

Orders are despatched on a strictly FIRST COME FIRST SERVED basis. 

Our personalised Santa letters are placed in a second outer envelope (or giftbox)  to protect the ribbon & wax seal. The outer envelope/packaging will bear the North Pole postmark. You do not need to open the outer envelope/packaging as we do not put receipts or promotional material in any products sent direct to children.

Returns and Refunds

We do not accept returns, or issue refunds for our personalised items, unless the item contains an error of our making or shown to be faulty, at which point please contact us. If we are unable to send a replacement in time to meet any scheduled event (birthday, Christmas etc) a refund will be issued.

Returns are accepted for non-personalised items, returns being at the customers expense. Refunds will only be issued if the returned item is in its original packaging and is returned in an unused, undamaged and resaleable condition.

If on receipt of your order you have any issues, or concerns, or are unhappy for any reason, please contact us with your order number and detail any problems you have experienced.


Once an item is despatched we have no control over the post. Sadly we cannot be held responsible for delayed, stolen or missing post. We will however, offer every assistance in helping to locate or obtain financial recompense from the courier involved.  

Our products are sent via Royal Mail and often arrive within a few days of despatch however, please allow 7 working days (Overseas 10 working days) for delivery before contacting us.

At check out you will have the option of choosing First Class Mail, Signed For or Next Day Delivery. When placing your order, especially if the item is needed for a specific date i.e. birthday/Christmas, please take into consideration local postal restrictions/delays specific to your area/country, along with the time of year (i.e. Christmas) when delays often occur.

OVERSEAS CUSTOMERS please bear in mind any delays and charges that may be incurred for local custom duties. We are not responsible for custom duties incurred or delays if an item is held up at custom.


We welcome all comments, questions and feedback. Please fill in our contact us form in our' About Us' section and we will reply, where possible, within 24 hours of receiving your message.


This site is owned and operated by Special Letters. By using or accessing our website and/or placing any order(s), you agree to be legally bound by these terms and conditions. If you do not wish to be bound by these terms and conditions then you may not use, access our website, or place orders. The contract made by you on-line, with us, incorporates these terms and conditions, which shall prevail over any and all terms and conditions proposed by you.

We operate and control the website from our offices in England and are governed by the laws of the United Kingdom (England & Wales) By using this website you agree that any claims relating to our business or products, including the use of this web site, (access gained within or outside England and Wales) and the materials contained therein, that in the event of a dispute between yourselves and Special Letters, the laws of England and Wales will apply at all times.

Text: All text, wording within this website, included in our letters, certificates and other products are subject to copywrite and must not be copied in any format without the express permission, in writing, by the author, Sharon Spriggs. 

Images: We use a variety of images and artwork. We always seek permission where possible to use the images on our products and 

Food  Ingredients & Allergens

Some of our boxes include foodstuffs, chocolates, sweets etc. None of these items are made by us or packaged by us on the premises so we are unable to guaranteed they are free from nuts or any other allergens. Where possible items will contain ingredients stickers detailing full ingredients however, not all. If you have ANY concerns regarding the ingredients in any of our items PLEASE CONTACT US BEFORE purchase and please be aware if purchasing an item as a gift for a third party, it is YOUR responsibility to ensure they are not allergic to any of the items contained within. For your information, below are a list of SOME NOT ALL of the ingredient items that you will find in our products: sugar, glucose, cocoa butter, whole milk powder, cocoa mass, lactose, skimmed milk, emulsifier, (soya lecithin), eggs, glycerol, starches, invert sugar syrup, raising agents, sodium carbonates and citrates, salt, natural Madagascar, soya, palm fat, humectant, sorbitol syrup, gelatine, acid, citric acid, barley malt extract, flavouring/ Please Note: All items may contain wheat, hazelnuts, almonds and other nuts, 

General Product Information

We reserve the right to change, alter or replace any and all products without notice, whether this be a change of colour, design, material or size. If an item is changed in any way after an order has been placed we will, where  possible, strive to notify customers of any change in product prior to despatch. Any changes in products/materials will be with a product of similar quality.

Many items within our products contain small parts and materials that could easily be swallowed by young children. Parental supervision is advised AT ALL TIMES. 


Throughout our site we use Cookies to enable this site to operate and also used for tracking purposes so we can make the service as fluid as possible. Within these cookies we do not store any personal information.

Statutory Rights

Any contract will be deemed to have been concluded in the United Kingdom. Further too, any such contract will be interpreted, construed and enforced in accordance with the laws of England and any person submitting an order with Special Letters, irrevocably submits 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.

Payment Methods

Payment Methods

- Credit / Debit Cards 
- Offline Payments

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