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FAQ

Video from Santa Claus

What is the difference between the premium version and the free version?

In the premium version, you can choose up to 6 different scenarios and up to 8 additional personalizations.
Also, you will receive your video in a Full HD version, which you can download and save.
Order your premium video now!

When will I receive my video?

If it’s a quick online payment, Santa’s video should be delivered to your email address within three hours. When payment is made by traditional bank transfer, it can take up to seven working days.

After that time, do check your inbox or login to your account. If you still can’t find your video, please follow these steps:
a) Double check your email address – all details will be in your data preview
b) Try searching ‘video from Santa Claus’ in your inbox – sometimes our emails find their way into spam folders
c) Get in touch – if you’re still without your video, email us at [email protected]

Can I order a video for two children?

Yes, you just have to select the ‘Joint Video’ option.

What’s the difference between single and joint versions?

Put simply, although the content is mostly the same, the single version is addressed to one child; the joint option is addressed to two or more children.

Will I get a DVD copy?

Unfortunately we don’t provide this service. Instead, you’ll get a link in your inbox inviting you to download your video file, which you can then record to CD or DVD if you wish. You’ll find more information on this below.

My child’s name is not listed, what can I do?

Firstly, check it’s not listed in another variation. If it’s not, please add it using the form and we’ll be sure to add it to our database.

Are the photos and information I’ve added confidential?

Photos and any further information are used exclusively by our application to create a video message and not used or stored for any other purposes. We don’t share such information, even with staff.

Can I edit my video after I’ve placed my order?

Yes, you can edit your video any time (except for changing the name of a recipient). Just login to your account and press ‘edit’ to change photos and any other information in the video as many times as you’d like.

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

If it’s not playing, you may well not have the right codec packs or the latest Flash version installed. Try updating using these links:

How can I record my video to CD or DVD?

You’ll need a computer with a CD or DVD burner and a blank CD or DVD. Just download the video to your computer, then:

  1. Insert a black disc
  2. Open the CD/DVD disc folder
  3. Drag the video file into the open CD/DVD window
  4. Follow the on-screen instructions

My account

Do I have to register on the Elfi website to place an order?

Yes, but it takes only 3 minutes. Thanks to this, you’ll be able to edit your video or list even after placing an order. Additionally, you will get access to the Elfi free zone to track your order status. If you plan to place an order next time, you don’t have to enter all the data again.

How can I register my account?

Please click ‘My account’ at the top corner of the website and fill it with data. It will take only 3 minutes.

How can I change data in my account?

All you have to do is click ‘Edit’ after clicking on your name in the My account section.

Payment

How can I pay?

All payment are carried out through safe payment systems like PayPal, PayU, and credit cards. We accept the following payment:

a) PayPal
b) credit cards (Visa, MasterCard, AmericanExpress)

We don't charge any additional fees for electronic payments.
ATTENTION: We do not offer cash on delivery.

Czy moje dane płatności są bezpieczne?

Elfi website has SSL implemented, which provide secure connections. What does it mean? Your personal data, uploaded pictures, and credit card numbers are secured by a special code that guarantees noone can read it or copy it. All the date are used only for processing you order.

Shipping

Video from Santa Claus

A video is sent to your e-mail address as a link and you can also find it immediately on your account.
Video delivery: within 2 hours after payment confirmation

Refunds & Returns

Only 2 simple steps! We promise.

You can request a refund anytime within 180 days, not questions asked. All you have to do is to send us a withdrawal of contract, and we will send your money back on your account. No tricks or fine print.

Video refund

If after watching the personalised video message from Santa you decide that Santa did not meet your expectations and could have done better, you can request a 100% refund of the price you paid within 180 days from the payment being recorded. In order to receive a refund you just need to e-mail us your withdrawal of contract. The money will be transferred to your account indicated in the claim no later than 14 days from claim submission date.

If you have any questions, please contact us at: [email protected]

Why have we made it so simple?

We appreciate your trust in our services. Our goal is for your to be 100% satisfied with your purchase experience, which is why we would like to make it easier in case you change your mind and would like a refund. Thanks to your honesty, we can keep prices low as possible and simplify all the procedures.

How can you make a complaint?

Fill in the Withdrawal of contract.
Send it through the Contact template or directly through (this will be much faster): [email protected]

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