CANCELLATION POLICY

Please be advised that cancellations made prior to the preparation of your accompanying package will be processed without a penalty. 

Cancellations should be made by either:

1. using the option to cancel within the booking confirmation email that you received; or

2. via email to hello@santas-snowglobe.com.

Cancellations made after your accompanying package has prepared fall into two categories:

1. Cancellation made more than fourteen days from your scheduled call with Santa; and

2. Cancellation made less than fourteen days from your scheduled call with Santa.

More than fourteen days from your scheduled call with Santa:

• If you cancel your accompanying package more than fourteen days from your scheduled call with Santa - a refund will be provided for the cost of your scheduled call with Santa and the contents of your accompanying package (subject to our returns policy below).

Less than fourteen days from your call with Santa:

• If you cancel your accompanying package less than fourteen days from your scheduled call with Santa - we will not be able to provide you with a refund for the cost of the scheduled call with Santa.  A refund will be provided for the contents of your accompanying package (subject to our returns policy below).

In case of disruptive technical difficulties during your call time with Santa a new call will be scheduled without penalty to the client, subject to availability.

RETURNS POLICY

Our policy lasts fourteen days from the later of:

1. the receipt of your package; or

2. the date of your call with Santa.

If fourteen days have gone by since the foregoing dates, unfortunately we cannot offer you a refund. 

To complete your return, we require a receipt or proof of purchase.

To be eligible for a return, your goods must be unused and in the same condition that you received them.

Several types of goods are exempt from being returned. These include:

• perishable goods such as treats and gingerbread men,

• access to our online offerings (Story with Mrs. Claus, Dancing & Games with the Elves etc.), and

• personalised items (letters from Santa, Nice-List Certificates).

The goods are to be returned at your own cost and are your responsibility until they reach us, so make sure it’s packed properly and can’t get damaged on the way.  In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.  We recommend that you obtain proof of postage and to be absolutely sure that the items arrive back to us, you should use a trackable shipping service or purchase shipping insurance.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned goods. We will also notify you of the approval or rejection of your refund.  Please allow standard delivery timing of three-five business days for your return to arrive to us and up to seven business days for us to process your return from the time it reaches us.

Please note that if you were charged a delivery fee on your original order, then this delivery fee cannot be refunded unless the goods supplied were faulty or the incorrect goods were delivered.  If you were not charged a delivery fee on your original order then the normal delivery and handling fee will be subtracted from credits and refunds unless goods supplied are faulty or wrongly delivered.

If your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.  Please note that it may take your credit card bank longer to apply the credit to which we have no control over after we submit the data to them.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@santas-snowglobe.com.