FAQ

What is Santa@Home?

We will send you a package containing a USB stick onto which a personalised video is saved, a gift wrapped book (age appropriate) a sweetie, a letter from Santa, a bag of reindeer food, a magic key, a Christmas card, and an instruction sheet for parents to follow.

(a better photo will follow, tablecloth not included!!)

How is the video personalised?

Our video features your child’s name written on screen with Santa speaking their names as a voice over.

What are the steps involved for me to follow?

    1. When the parcel arrives, HIDE it from your children!!
    2. Check the names on the USB stick are spelt and pronounced correctly.
    3. On the night, reseal the envelope and place on the doorstep before playing the video.
    4. Sit down, cosy up and enjoy the magic!

What is the sweetie?

Our sweeties are delicious chocolate coins, but we also have a gluten, milk, and nut-free substitute. Please let us know about any allergies in the additional information box at the checkout.

What format is the video in?

The video is an MP4 file, which is compatible on all laptops and some modern TVs.

I don’t have access to a USB port. What should I do?

Email us, and we will find a way to send you a digital copy of your video via email.

What does the reindeer food contain?

Reindeer food is made of barley and oats, with an additional pouch that contains dried, glittered cranberries for one of Rudolph’s five-a-day!

What do I do with the magic key?

Please hang on the door handle for Santa on Christmas Eve!

It says the website isn’t a secure link – am I safe to order?

Our secure certificate has been recently issued, so if you clear your browsing history then retry!

How much is Santa@Home?

Pricing begins at £24.99 for one child, then £31.99 for 2 children, £38.99 for 3 children, and £45.99 for 4 children. Postage and packaging is charged at £2.

How do I order for more than 4 children?

Please email us at info@woodlandexperiences.co.uk and we can process this manually.

Should I put in my child’s full name?

We would encourage you to please only enter the child’s first name.

My child’s name is difficult to pronounce. What should I do?

Please write the phonetic spelling in the additional information box, or just tell us what it rhymes with!

My order hasn’t gone into my basket. How should I proceed?

Make sure you’ve selected the number of children in the box below the price range. If you’ve done this and are still having problems, please call us on 01360 752052 between 10am and 4pm on a Tuesday or Thursday, and we can process your order over the phone.

I'd like to order but am currently pregnant and a name has not been chosen yet. What should I do?

We will be taking orders right into December, so there’s no need to order it right away. Otherwise, leave a note in the additional info box and we can put your order on hold until your new arrival makes an appearance!

Can I purchase for 2 children living at 2 different addresses?

We will only send one parcel to each household. The extra goodies – reindeer food and magic key – are for use on Christmas Eve, so feel free to add an extra of each at the checkout to ensure neither household misses out. Please keep in mind the government guidelines due to Covid-19 and mixing of households.

Can I see a photo of Santa?

Of course you can! Here he is with his favourite elf – Elfie! You can see what Elfie is up to in her weekly show – The Elfie Show on our Facebook page here 

How long will it be for delivery?

We are sending out our first Santa@Home packages on a first-come, first-serve basis from the 2nd of October. We will then be posting out weekly in October and November. This may become more frequent as we gain more orders.

I’ve lost my USB stick. What should I do?

Please email us and we can send you a replacement USB stick for a fee of £10.

My child’s name is spelt/pronounced incorrectly in the video. What should I do?

If you haven’t given us the correct spelling in your order, or told us the pronunciation in the additional information box, then we will need to process the video again at a cost to us. We will therefore charge you £20 for a replacement.

However, if you have provided the correct spelling and pronunciation guidance that we have missed, then we will send you a replacement free of charge. Please email info@woodlandexperiences.co.uk or call 01360 752052 (Tuesday and Thursday 10-4)

Can I have a refund?

Unfortunately due to the bespoke nature of this product it is non-refundable. We truly hope you enjoy your Santa@Home package however if you have any feedback please email info@woodlandexperiences.co.uk

Our full terms and conditions can be found here

Should you have any further queries please email info@woodlandexperiences.co.uk