Refunds

There are no subscriptions. There is nothing to cancel, and you will not be charged again unless you choose to buy another video.

Tell us what is wrong and we will make the video again free of charge. This covers Santa mispronouncing your child’s name, a detail that is wrong, or a file that will not play.

If the second attempt is also wrong, we will refund you in full and you can keep both videos.

We aim to deliver within 24 hours, and it is usually much quicker. If it has not arrived after 48 hours, ask and we will refund you, whether or not it arrives later.

When you paid, you asked us to start making the video straight away, and you accepted that the 14 day right to cancel digital content ends once the video has been made. We start work as soon as you pay, and the video is usually ready within minutes. That is a legal rule and not a condition we have added.

You can still ask. If you have not shared the video and you contact us promptly, we will normally refund you.

Refunds go back to the card you paid with, usually within one working day of us agreeing them. Your bank may then take three to five working days to show the money.

Email hohoho@lettertolapland.comfrom the address you used to order, and give us the child’s name or the order number. That is all we need.

None of this replaces your rights under the Consumer Rights Act 2015, which entitles you to digital content that is of satisfactory quality, fit for purpose and as described. Where our policy is more generous than the law, the more generous version applies.