Each time you place an order, a unique order number is generated. A number always consists either of letters, or of letters and numbers, but never only of numbers. Please check what may be the reason for not receiving such a number (lack of order number) even though you have placed an order.
1. You have a GROUPON code:
Purchasing a code on the agent's website is not equivalent to placing an order on the Elfi website.
Solution:
Go to the website www.elfisanta.uk or www.elfisanta.com, select a product and personalise it. Go to the payment section and enter your code in the grey discount field and click on “add”. Complete your order. You will receive an e-mail from us within a few minutes. It will contain the order number. By placing an order, you have created a Client Account. Click on “ACCOUNT (Log in)” in the upper right corner. We have sent an automatically generated account password to your e-mail. You can change your password at any time. See how to do it: click here
2. You have a coupon/voucher from our website:
Purchasing a voucher does not automatically create a product.
Solution:
Go to the website www.elfisanta.uk or www.elfisanta.com, select a product and personalise it. Go to the payment section and enter your code/voucher in the grey discount field and click on “add”. Complete your order. You will receive an e-mail from us within a few minutes. It will contain the order number. By placing an order, you have created a Client Account. Click on “ACCOUNT (Log in)” in the upper right corner. We have sent an automatically generated account password to your e-mail. You can change your password at any time. See how to do it: click here
3. When placing an order, you entered an incorrect or different e-mail address.
When completing the order, a typo was made in the e-mail address or an unused address (or other than the default one) was provided.
Solution:
Check if you have not provided another e-mail address. Log in to your e-mail address and verify that you have received an e-mail with order confirmation from us. Check SPAM folders and advertising offers in your e-mail account or type “video from Santa” or “letter from Santa” in the search bar in your e-mail account. Still can't find anything? Go to the website www.elfisanta.uk or www.elfisanta.com and check if you are still logged in to your Client Account. If yes, click on “ACCOUNT (Log in)” --> Edit your data. Check the e-mail address you provided there. If you have provided an incorrect address, you can edit it directly. Generate a payment confirmation for your order.
When you delete your Client Account, you remove all your orders.
Solution:
Unfortunately, we are not able to restore the orders removed this way.
5. You cannot find our e-mails in your e-mail account.
Solution:
Enter "video from Santa" or "letter from Santa" in the search bar in your e-mail account.
Useful information:
- Have you received an e-mail with an order confirmation after placing the order? If not, it may mean that:
- It is possible that the order has been completed. Please check the Cart page for any unpaid products.
- Our e-mail was directed to the SPAM or Advertising Offers folder.
- You used a different e-mail address when placing your order. Send it to us for verification.
- When placing the order, an incorrect e-mail address was provided – for this reason, your Client Account was created on the basis of an incorrect address. If you have not deleted cookies in your browser, check if you are still logged in. If yes, click on “ACCOUNT (Log in)” --> Edit your data --> Change password.