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Frequently asked questions
How long does it take to receive the video?
Most videos are ready within a few minutes of payment. We email you a private link as soon as it is ready, and you can also follow progress on your order page.
What can I write in the message?
Anything warm and personal — a well done for school, a reminder to be kind, a hint about a special present. Please keep it family friendly; we don't accept links, phone numbers or email addresses in messages.
How do I receive and keep the video?
You'll receive a private link by email where you can watch and download the video as an MP4 file. The link stays active for 30 days, so please save the video to your device.
Is my child's information safe?
We only ask for the first name and message needed to make the video, plus your email address for delivery. Videos are private, never published, and deleted from our servers when the link expires.
What if something goes wrong with my video?
If a video can't be created, our team is alerted straight away and we will contact you to put it right — either with a new video or a full refund.
Are these official characters?
Father Christmas is a traditional figure, and our other characters are our own original creations. We don't use characters from films or TV.
Which devices can play the video?
Any modern phone, tablet or computer. The download is a standard MP4 file.
Can I change the message after ordering?
Because videos are created automatically straight after payment, we can't edit a video once it has started. If you spot a typo, contact us as soon as possible and we'll do our best to help.
Do you store my payment details?
No. Payments are handled securely by Stripe; we never see or store your card details.