Complaints and returns

It's very simple! If you subscribe to our Video or Letter to Santa, you get a permanent 30% discount on the entire order and any one-time purchases. You will also get free Super Express video delivery (worth £6) and free letter delivery. Next year, your payment will be automatically renewed, allowing you to personalize the latest (or any other) video without the hassle of going through the payment process and entering your details. Plus, you’ll continue to enjoy a 30% discount.

The payment will be charged to your credit/debit card once a year before the holiday season for the same product you subscribed to (whether it’s a single video, group video, or letter). We’ll notify you by email. Our subscription service is straightforward and transparent – no surprises!

You receive a permanent 30% discount on the entire order and free Super Express delivery within 2 hours (worth £6) for any video, both in the first year and every following year until you cancel the subscription.

It couldn’t be easier! You can cancel or edit your subscription anytime from your account before the next season’s payment is collected.

Absolutely! You can easily make changes from your account. For example, if you subscribed to a single video but your family has grown and you need a group video this year, simply update your subscription, and our system will automatically charge the fee for the group video next year. You can also switch from a letter subscription to a video subscription. You are the boss here!

Yes.For example, if you order two single videos, next year your subscription will renew, and you’ll be charged for two single videos with the same 30% discount and free Super Express delivery within 2 hours. You can always adjust your subscription before it renews, for example, to only one video.

Currently, subscription payments can be made with a credit/debit card through the secure Stripe service. We do not store your card details, and Stripe meets PCI DSS 1 security standards.

Absolutely! You can add a video subscription and a one-time purchase of a letter in one order. What’s the benefit? A 30% discount on BOTH products! That’s how our subscription works, and loyal Elfi subscribers always stay ahead!

With our subscription, you enjoy a permanent 30% discount, which doesn’t combine with other deals. However, on special days, the subscription might offer an extra discount, such as 35% instead of 30%. In such cases, you’ll permanently receive the 35% discount on all future orders at Elfi. That's how we reward our loyal customers.

Your subscription will renew before the official season launch, allowing you to personalize your new video right when sales begin. We’ll send you an email notification about the renewal and the payment for the next subscription.