FAQ

Is it possible to order a video without the child’s photos?

Yes, it is.

When will I receive my video?

A personalized video from Santa will be delivered to your e-mail address no later than within 24 hours of the receipt of your payment.
If you do not see am email from us:

1. Check if you have specified the e-mail address correctly. There is a chance you gave us an incorrect email address.
2. Check if the email is not in SPAM / Newsletters / Promotions folders.
3. If you still cannot find our email, please contact support.

You can also download the video on the page of your order.

My child's name is not on the list. What shall I do?

Please type in your child’s name manually. You will get the video as soon as the name is recorded.

Can I order one joint video greeting (or one ROYAL package) for more than one child?

Yes, you can. In one video congratulation (or one Royal package) you can congratulate up to five children. Santa Claus will address by name all the children specified in your order. The post letter, postcard or a nice list certificate will be one for all. Everybody’s name will be included within a single copy of the relevant product.

Can I order one joint video greeting, but ensure that each child gets a personalised post letter?

Yes, you can. Please do the following:

1. Complete the ROYAL package order, where the first set of questionnaire you fill in only for one of your children, while the next Video related part of questionnaire to be filled in mentioning all the children you would like to include.
2. Complete Classic package on individual basis for the rest of the children.

In this case you will get a joint the video congratulation and one board game to share. Everything else will be personalized (letter, calendar, card and certificate).

I have paid for the video greeting on a DVD, but I have only received an email with a link to my video. Will I get a DVD or not?

Yes you will get it. By default your video greeting will be emailed to you once ready. We recommend to check the video to ensure everything is correct. Shortly after the video production your DVD would be recorded and sent in the envelope along with the letter to the specified home address.

How do you ensure my personal data confidentiality?

Photos and any other personal information are used exclusively to create a video greeting and a post letter. The information provided is not used for any other purpose and is stored only for the duration of the current greetings season.

I found a mistake in my order. Can I fix this?

Yes, you can. Follow the link that was sent to your e-mail after placing an order, you should access your order profile. Check if you could see "Edit Order" button. If you find the edit button, press to edit your order. If you don’t see edit button, this means your order is already in the production and you should contact the support team to fix the issue.

The video is not playing on my computer, what can I do?

The most common reason is that you probably don't have the right codec packs. Please check this codec pack link.

Can I edit the text in your greeting letter?

Yes, this is completely up to you. While completing the order, you will be given an option to keep our original text, edit it or type in your own version. However, the video greeting voice over text cannot be changed.

I have paid using the bank transfer option, but I don’t see any confirmation that my payment has been received.

There two reasons:

1. Bank transfer has been delayed or cancelled. Please double check that money has been debited from your account.
2. You haven’t included the number of your order with your payment

If you haven’t received our notification about receipt of your payment with 1-2 days (3-4 days in case of the international payment), please contact our support team.

I have paid by VISA/MASTERCARD, but I don’t see any confirmation that my payment has been received.

If you haven’t received our notification about receipt of your payment within 10 minutes, please check if your card has been actually debited. If your payment was successful, but our confirmation of money receipt is still missing, please contact our support team.

How can I share the link for downloading the video to another person?

You can do this on the page of your order.

How long will the video be available on the website?

You will be able to download the video from our website until the end of October of the following year.

Having watched the video, I realized that I had made a mistake when competing the form. Is it possible to edit the video?

Yes, it is. You can edit all the information you provided, except the name/names, on the page of your order.

How do I get to the page of my order?

A link to your order was emailed to you after your order had been registered on our website.

How can I forward the video message to my child's email?

You can do this on the page of your order.

Do you offer combined delivery of paper greeting packages?

Combined delivery is possible if you select Omniva.

How can I order combined delivery to Omniva parcel machine?

Just follow the instructions on our website: after placing the first order, press the link "Add another greeting package to your order", select the required product and fill out the form. Each additional product will be delivered free of charge.