Frequently asked questions

Tell Santa a little about your child, check that he says their name correctly, add their photo and any other details you'd like to include, then place your order.

We'll use those details to create their video and send it to you by email when it's ready.

Santa doesn't just say their name.

The video can include their age, something they've been proud of this year, what they're hoping for this Christmas and a little something they could work on.

Their photo and a photo of their home also become part of the experience.

For each child, we'll ask for their first name, age, a photo and a few simple details that help Santa make the message feel like it was made especially for them.

We deliberately don't ask for information we don't need.

It helps Santa know where to deliver, and makes the video feel more personal. It doesn't have to show your house. Your child's bedroom door or the Christmas tree works just as well, and it's kept as private as every other photo.

Yes. On the name step, tap play to hear Santa say it. If it's not quite right, tap Customise it here and type it the way it sounds.

Yes. Santa says your child’s name in their video. You can listen to how he says it before you order, and respell it so it sounds right.

About 1 minute 20 seconds, whether it's for one child or shared by two or three.

Please download and save your video as soon as you receive it. We keep videos on our servers until 1 January, the week after Christmas. On that date, photos, personalisation selections and videos expire and can't be recovered.

One child is $14.99 in Australia. One video shared by two or three children is $22.99 in Australia.

You pay once. There’s no subscription.

Yes. Anyone can order, including grandparents, aunts, uncles and other relatives. The video is emailed to the person who orders, so they can watch it first and share their downloaded copy with the family.

PNP offers a free trial video, single Premium videos and the Magic Pass, an annual subscription with many videos, calls and stories. Something from Santa is one short, personal video per order, paid once, that two or three siblings can share.

No. We make one personal video per order.

Two or three children sharing one video is $22.99 in Australia, compared with $29.98 or $44.97 for separate videos. Each child still gets their own moment with Santa.

Yes. Two or three children can share one video, and each child still gets their own personal moment with Santa. If you'd rather each child had their own video, just place a separate order for each one.

Yes. The details you provide for each child allow Santa to speak to them personally rather than treating everyone as one group.

You can split them into shared videos of up to three children each, or order an individual video for each child, one order per video.

We currently include up to three children in each video so every child gets their own proper moment with Santa.

We're still a growing little workshop, so we're starting with up to three children per video while we make sure every one feels as special as it should.

We'll email you when it's ready, with a private way to watch your finished video.

Within 24 hours of your order.

Order by 23 December for Christmas Eve delivery.

Yes, and we recommend that you do.

We'll send the finished video to you, so you can watch it privately first and choose exactly when you'd like to show them.

Yes. You'll be able to download the finished video and keep a copy. Please download it before 1 January.

Yes. Once you've downloaded your video, you can share your copy privately with family and friends.

First check your junk or spam folder and make sure you're checking the email address used for your order.

If it's still missing, contact us and include your order number so we can help.

You can contact us at hello@somethingfromsanta.com.

You'll have a chance to review everything before placing your order, so please check names and details carefully.

On the name step, tap Customise it here and type the name the way it sounds, like MEE-ah. Santa will say it just like that.

Contact us and tell us what's wrong.

We'll review the issue and help where we can.

If we didn't deliver your video, the video is broken, or we made a system error (for example the wrong photo or the wrong age page), we'll refund you or remake it.

You can contact us at hello@somethingfromsanta.com.

A change of mind after you create and pay for your order is not refundable.

You preview the name and choose the details, so we don't remake for a name sound or a detail you picked.

If we didn't deliver your video, the video is broken, or we made a system error (for example the wrong photo or the wrong age page), we'll refund you or remake it.

This doesn't affect your rights under the Australian Consumer Law, or the consumer laws where you live.

Yes. We take your child's privacy very seriously. We only ask for their name, photo and a few details to make Santa's message personal, and we never sell them or use them for anything else. All photos, details and videos are permanently deleted on 1 January.

No. We only ask for their first name.

No. We never ask for your address, and your home photo doesn't need to show where you live.

Your photos are only used to make your video and are never used for marketing or training. Photos, personalisation selections and videos expire on 1 January, so please download and save your video before then.

No. You pay once for each video. There’s no account to create, nothing renews and there’s nothing to cancel.

Yes. Payments are processed securely by Stripe, our third-party payment provider.