Terms of sale

Letter to Lapland is run by Letter to Lapland Ltd, a company registered in England and Wales with number 17519754, whose registered office is at 12 Manvers House, Pioneer Close, Wath Upon Dearne, Rotherham, South Yorkshire S63 7JZ, United Kingdom. You can contact us at hohoho@lettertolapland.com.

These terms are the agreement between you and us. By placing an order you accept them.

You must be 18 or over to order.

You must be the child’s parent or guardian, or have the permission of the child’s parent or guardian, before you give us any information about them. We cannot check this, so we rely on you.

A personalised video message from Santa, about three and a half minutes long, in which he greets your child by name and talks about the things you have told us. You also receive a letter to Santa, written with you during the order, which you can print and keep.

Santa is created with artificial intelligence. There is no actor. We say so here and on our website. The name, the words and the letter are yours.

We never ask for a photograph of your child, and no image of your child appears in the video.

An order is a single purchase with a single payment. Nothing renews, and there is no subscription to cancel.

You write a little about your child in your own words, and our system turns that into the lines Santa will say.

You see every word Santa will say before you pay. If a line is not right, change what you wrote and the line changes with it. Nothing is made and nothing is charged until you confirm.

Two limits apply:

• You cannot write Santa’s words directly. You write about your child and our system shapes the message, so that it reads consistently and fits the length of the spoken clip.
• We will refuse anything that is not suitable for a message from Santa to a child. If that happens the site will tell you and ask you to reword it.

Your order is accepted when we take payment and show you the confirmation. If something goes wrong on our side before then, we will tell you and you will not be charged.

Prices are shown on the site in pounds sterling and include VAT where it applies.

Our prices for November 2026 are £11.99 for one child, £22.49 for two, £31.99 for three, and £10.66 for each child after that. We may set different prices for December. The price you see at the checkout is the price you pay, and we will not change it after you have paid.

Payment is taken by Stripe. We do not see or store your card details.

You normally have 14 days to cancel something you buy online. Digital content is treated differently, because once it has been made it cannot be returned.

When you pay, we ask you to confirm two things: that you want us to start making the video straight away rather than waiting 14 days, and that you understand you will lose your right to cancel once the video has been made. You have to tick that box, and we keep a record that you did.

This means:

• Once the video has been made, the 14 day right to cancel no longer applies, because you asked us to make it straight away. We start work as soon as you pay.
• If the video is wrong, clause 7 applies. Nothing in this clause affects your legal rights if the video is faulty.

Our refund policy is more generous than the law requires. It is at /refunds and forms part of these terms.

The law requires digital content to be of satisfactory quality, fit for its purpose and as described. We apply that standard.

If Santa says your child’s name wrongly, gets a detail wrong, or the video will not play, tell us and we will make it again at no charge. If the second attempt is also wrong, we will refund you in full.

There are two things we cannot promise:

• Names are spoken by an AI voice, and unusual spellings may be pronounced in unexpected ways. You can tell us how a name is pronounced during the order and we will do our best with that. If Santa still gets the name wrong, the video counts as wrong and the remedy above applies.
• We cannot promise that the video will arrive by a particular time on Christmas Eve. See clause 8.

We aim to have the video ready within 24 hours of payment, and it is usually much quicker. We will email you when it is ready.

If it takes more than 48 hours, you can ask for a refund and we will give it to you, whether or not the video arrives later.

The email contains a link to your order, which opens on any device. The video itself is at a web address containing two long random codes. The address cannot realistically be guessed, but it is not password protected, so anyone you send the link to can watch it. Sending it to family is the intended use, but bear this in mind before you post the link publicly.

It is yours to keep. You can watch it, download it, send it to family and post it on social media.

You may not sell it, put it behind a paywall, use it to advertise anything, or present it as your own work. We keep the copyright in the film, the character and the music. You keep the copyright in what you wrote.

Occasionally an order fails on our side, or a supplier we depend on has an outage. If we cannot make your video, we will tell you and refund you in full. That is the whole of our obligation in that situation.

We are responsible for loss that we cause and that is a foreseeable result of our breaking these terms. We are not responsible for loss that was not foreseeable. We do not limit our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else that the law does not allow us to limit. Nothing in these terms affects your legal rights as a consumer.

What we hold about you and how we use it is set out in our privacy notice at /privacy. In summary, we never ask for a photograph, we do not sell anything to anyone, and we delete your child’s details after 14 months.

If you have a complaint, please email us first at hohoho@lettertolapland.com so that we can try to put it right.

These terms are governed by the law of England and Wales, and you can bring a claim in the courts of England and Wales. If you live in Scotland or Northern Ireland you can bring a claim in the courts where you live instead.

We may change these terms for future orders. The terms that apply to your order are the ones on the site on the day you placed it, and we will not change the terms of an order you have already placed.