Letter From Santa
Support
Answers to the questions families ask most.
When will I receive my video?
Production starts automatically as soon as your payment is confirmed. We'll email you a private link the moment your video is ready — you can also follow its progress on the confirmation page.
How do I receive my video?
By email. When your video is ready we send a private link where you can watch, download and share it. With siblings, all the videos arrive together in one email.
I haven't received the email.
Check your spam or promotions folder for an email titled “Your Santa Video Is Ready!”. Still nothing? Email us with your order number and we'll resend it.
Can I include more than one child?
Yes — choose “Siblings”. Each child gets their own personalised video, so you write a separate message for each one. Every additional child costs less than the first.
What currency will I pay in?
All prices are in Australian dollars (AUD). Cards from New Zealand work too — your bank converts the amount automatically.
Will Santa say anything I didn't write?
Santa delivers your message. He may open with “Ho ho ho!”, greet the children by name and close with “Merry Christmas!”, but we never add personal stories, details or promises.
How do I make sure a name is pronounced correctly?
Use the optional pronunciation field and spell the name the way it sounds, for example “Shiv-awn” for Siobhan or “Ah-roh-hah” for Aroha.
Can I change my message after paying?
Production starts straight away, so please check carefully before paying. If you spot a mistake, email us immediately and we'll help.
How long can I watch my video?
Your private link works for 90 days, after which we delete the video to protect your family's privacy. Please download a copy to keep.
Is my payment secure?
Yes. Payments are processed by Stripe; we never see your full card details.
Still need help?
Email support@getleletterfromsanta.com with your order number.