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Terms & Privacy

Terms & Conditions

Privacy

We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly, to provide you with the best possible service.

We will not pass on your personal details to anyone unless you have given us your consent.

We will give you the chance to refuse any marketing email from us or from another trader in the future.

The type of information we will collect about you includes:-

* your name
* address
* phone number
* email address

We WILL NOT use the information we collect to contact the Children directly or indirectly in anyway whatsoever other than to singularly facilitate the scheduled communication from The Big Red Box as requested by you as the customer.

We do not have access to your credit or debit card details. These are processed securely by Nochex and Paypal

We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with the law.

If you have any questions/comments about privacy, you should contact:- This email address is being protected from spambots. You need JavaScript enabled to view it.

 

Promotions/Competitions

The Big Red Box Competitions are accessible via social media networks and to subscribers of our seasonal newsletter.

All competition entrants must be aged 18 years or over.

Promotions/competitions are open to UK residents only and the prizes will only be delivered to a UK address.

Any person who is an employee or an immediate family member of an employee of The Big Red Box or any other person who is directly connected with the company or the competition is ineligible to participate.

We aim to dispatch competition prizes to winners within 10 days of the draw taking place.

If the advertised prize is no longer available at the time of awarding the prize The Big Red Box reserve the right at its absolute discretion to substitute it with an alternative prize from a different store or a cash award will be awarded as a substitute.

The Big Red Box reserves the absolute right to disqualify any entrant to the competition which it considers has used improper technical means to enter.

The Big Red Box recognises that your privacy is important to you and we use the latest technologies and best practices to secure all personal information. We reserve the right to publicise our winners on the website, giving details of their name, town and prize received. If our winner wishes to have their photograph published on our site, arrangements will be made with them directly.

The images shown within our Promotional Newsletter are for illustrative purposes only.

By entering our competitions, entrants will be deemed to have read and understood these rules and be bound by them. All decisions by The Big Red Box will be final and binding. No correspondence will be entered into.

 

Returns and Refunds

We expect you to be delighted with your letter from The Big Red Box. However, in the unlikely event of your letter arriving in a damaged condition we will send a replacement letter if practicable, or issue a refund. Should you be unhappy with the letter or our services please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your order details. You will then be entitled to a refund from us, which will be paid no later than thirty (30) days of your notification.

Cancelling your Order:- Customers are entitled by law to a seven working-day cooling-off period during which they can cancel their contract. To cancel your order, prior to your dispatch date, please send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. with the order details and your instruction to cancel.

Feedback and Complaints:- You can email your comments about your experience of using our site to us at:- This email address is being protected from spambots. You need JavaScript enabled to view it.

We will aim to deal with any complaint in a confidential and efficient manner within 24 hours of receiving it.

In the event that you wish to write to us, our address is:- 4 Okehampton Crescent, Sale, Cheshire, M33 5HR, UK.

 

Frequently Asked Questions

If you have any questions regarding our site and service you will probably find the answers here. If you can't find the information you're looking for please go to 'contact us' and send us an email, or alternatively visit us via our Live Chat buttons.

Q: When is the best time to order a Father Christmas Letter?

A: NOW! As you can appreciate Christmas is a very busy time for the postal service companies. To avoid any postal delays we suggest that you order your letter as soon as possible.

Q: I am concerned about sending my child's details over the internet

A: Please don't worry. We use a secure connection which will prevent anyone from intercepting your order details during the ordering process.

Q: Are payments made by Credit or Debit card on your website safe?

A: Yes 100% secure - we use Nochex and PayPal to process our card payments.

Q: What is Nochex?

A: Nochex is the one of the UK's leading independent providers of 'complete' secure online credit and debit card payment services to many thousands of small and medium size businesses in the UK.

Q: What is PayPal?

A: PayPal allows any business or consumer with an email address to securely, conveniently and cost-effectively send and receive payments online. Their network builds on the existing financial infrastructure of bank accounts and credit cards to create a global, real-time payment solution.

Q: What forms of payment do you accept?

A: We accept Mastercard, Visa, Visa Electron, Maestro and Solo. As we are an Internet only company, we can only accept payments online and therefore cannot accept cash or cheques.

Q: Why have I been charged by credit/debit card before the letter has been posted?

A: This is to verify the payment in time to avoid any problems or delays during the busy dispatch period.

Q: How old does my child have to be to receive a letter from Father Christmas?

A: From one day old with our special 'Baby's First Christmas' letter to one hundred years old for someone who's still young at heart! Really, there is no age limit!

Q: When is the final order date to ensure delivery for Christmas?

A: In the UK, before noon on Wednesday 20th December 2017.

Q: When will my letter be posted?

A: Letters will be mailed by 1st Class Post within 7 days of your chosen postal week.

Q: What happens if my letter does not arrive before Christmas?

A: We have designed our system specifically to avoid this problem. However, sometimes events can occur that are outside our control. In the unlikely event that this happens we have a full unconditional money back guarantee.

Q: Do you offer a money back guarantee?

A: Yes we do! Absolutely! We want you and the letter recipient to be 100% satisfied with our letters. We offer a full 30 day money back guarantee, from the date the letter was sent, should you decide that we did not meet your standards. Within the thirty-day period simply return your letter and envelope for a full refund. Your 100% satisfaction is our goal.

Q: What can I do if I don't like my letter?

A: We have gone to great lengths to ensure that our letter is of the highest quality but in the unlikely event that you are not satisfied with the letter, please return the letter and envelope to us and we will refund you the full purchase price. Please contact us at This email address is being protected from spambots. You need JavaScript enabled to view it. with your order details for further details.

Q: Can I change a letter once I've ordered it?

A: Yes. Please do not hesitate to contact us by email or via our online Live Chat facility with any amendments required to your order(s).

Q: I cannot find the answer to my question - how do I contact you?

A: Please visit our 'Contact Us' page where we offer several different methods of contact.

 

satisfaction guarantee