Frequently Asked Questions

  1. General Questions
  2. Product Questions
  3. Shipping Questions
  4. Returns and Refunds Questions
  5. Scout Elf Questions


General Questions

What are your office hours?
The North Pole never sleeps, but Santa keeps The Elf on the Shelf® office open for phone calls Monday through Friday 9:00 - 17:00. The office is closed on Saturdays and Sundays.


    Product Questions

    The Elf on the Shelf: A Christmas Tradition

    I previously bought a Scout Elf; why didn’t it come with a book?
    Only the official The Elf on the Shelf: A Christmas Tradition box set comes with an authentic Scout Elf and storybook. Always make sure you are purchasing The Elf on the Shelf® products from an authorised Scout Elf Adoption Centre or For inquiries about the legitimacy of specific retail outlets, please call our office, free, at 01908 803 800, or email

    Elf Pets: A Reindeer Tradition and Elf Pets: A Saint Bernard Tradition

    Can Elf Pets® be touched?
    Absolutely! Unlike their friends, the Scout Elves, Elf Pets® are meant to be hugged and loved all season long! In fact, the more you play with and love your Elf Pets®, the more Christmas spirit you’ll help generate for Santa!

    Do they go back to the North Pole with the Scout Elves or can they stay year round?
    Like the Scout Elves, the Elf Pets® Reindeer must go with Santa on Christmas Eve to help him fly his sleigh; however, your Elf Pets® Saint Bernard can stay with you all year to play and generate Christmas cheer!

    Claus Couture Collection®

    My package didn’t come with an elf.
    Scout Elves are only available as part of The Elf on the Shelf: A Christmas Tradition box set, which also comes with a storybook telling the tale of Santa’s helpers. View product.

    Scout Elf Express Delivers Letters to Santa

    What happens if you write on the front and back of Santa’s Special Paper™?
    You can write on both sides of the paper; however, the front side has a festive design which will make your letter to Santa even more magical!

    My child is complaining that they can't fit their entire list on the paper. Do you sell larger sheets?
    Santa’s Special Paper™ only comes in one size, but rest assured that if your child’s writing is legible on the sheet, Santa will be able to read the letter once it has shrunken down to elf size!

    Do you have to leave room around the edges of the paper?
    No, if your text is on Santa’s Special Paper™ it will show up once the letter is shrunken.

    What size font do you have to write in for it to be legible?
    As long as you are able to fit your writing on Santa’s Special Paper™, and it is legible, Santa will be able to read it even after your letter has been shrunken to elf-size.

    Can I use other markers on the paper? What about pens, pencils or crayons?
    Other markers may be used, but might not produce optimal results. It is not recommended to use crayons, pens or pencils on Santa’s Special Paper™.

    Are the markers permanent?
    The markers are a water-based formula and can be washed from skin and most clothing. We recommend washing any clothing that has come into contact with the markers promptly and by following the clothing manufacturer’s directions. Please keep markers away from materials that cannot be laundered (i.e. walls, carpeting, etc.).

    What if you make a mistake?
    Prior to baking your ornament, you can take a damp cloth and gently wipe away the markings made with the provided markers.

    How many times can you reuse the parchment paper?
    As long as the parchment paper remains clean and undamaged you can continue to use it.

    Can you buy your own parchment paper to use if the ones provided become dirty or damaged?
    Yes, you can replace the parchment paper with your own or purchase a refill pack from our store.

    What happens if my parchment paper is folded/creased?
    It is important to make sure both sheets of parchment paper are always flat and undamaged, otherwise any inconsistencies could transfer to your ornament when baking.

    What happens if Mrs. Claus Magic Press gets dirty?
    Simply rinse it with cool water and dry it with a lint-free cloth.

    Are there any fumes that are given off when the paper bakes?
    All project materials have passed all applicable toy safety compliance standards. Additionally, Mrs. Claus’ Magic Press is made of food grade silicone.

    Can I use a toaster oven or microwave?
    CCA and B, LLC, dba The Lumistella Company, does not advise use of a toaster oven or microwave, and only recommends use of an oven with adult supervision. It’s important to follow the instructions provided in Scout Elf Express Delivers Letters to Santa.

    What happens if we accidentally leave it in the oven too long?
    If the letter is left in the oven past the recommended time length, it will have completed the shrinking process and could potentially tarnish if left too long. It’s important to follow the instructions for optimal results, and never leave unattended while it is shrinking in the oven.

    How long will the keepsake ornaments last? Are they breakable?
    These ornaments are very durable; however, water or moisture can cause damage so this should be avoided. Ornaments should be stored and handled with care just as a Christmas ornament would be.


    Shipping Questions 

    Free Standard Delivery orders over £20.00*

    Shipped via Royal Mail Tracked 24 (* 1-3 Working Days)

    FREE on all orders over £19.99;
    £3.49 on all orders less than £20.00.

    Other options are available at checkout.

    When will my order ship?

    Orders placed before 3 p.m. Monday through Friday will generally ship the same day. Orders placed on the weekend or on a Bank Holiday will ship the next business day. An email confirmation will be sent after order placement.

    What is the last day you'll be shipping orders for delivery before Christmas? Is this standard delivery or overnight?
    Any order placed before 3 p.m. on 20  December 2024, will ship the same day for delivery prior to Christmas. This is standard delivery. 

    Overnight and Expedited Shipping:
    All overnight and expedited shipment requests must be received by 3 p.m. to ensure delivery. Requests received after 3 p.m. will be processed the following business day. Expedited or 24 hour Tracked shipping must be selected at the time of checkout, and will be charged accordingly.

    Can I ship to an international address?
    At the present time we do not offer international shipping. 

    Can I order from an international address?
    No. We do have retail partners in various countries worldwide . To find a local Adoption Centre in one of these international markets, please click here.

    My package did not arrive or is damaged or has incorrect/missing items—what should I do?
    Please call our office, free, at 01908 803 800, and email Please retain all packaging, and packing slips and attach photos to your email 

    Please note: we must be notified within 10 days from the date of dispatch regarding any shipment issues. We rely on a number of parcel carriers to deliver your parcels on our behalf, and whilst we try to be as accurate as possible with the above delivery schedule, we are unable to replace or resend items that have not been delivered within the above timescale until at least 10 days past the original shipment date.

    Black Friday and Cyber Monday:
    Please note over the last few years with the rise in popularity of Black Friday and Cyber Monday, which are the 2 busiest online shopping days of the year, we have noticed that deliveries can take several days longer to be delivered. Our dispatch times will not be effected. 

    Any shipment or delivery date stated in any document are approximate only, and do not constitute any guarantee of shipment or delivery on any particular date. 



    Santa's Store Promotion Terms and Conditions (these “Promotional Terms”)

      1. Santa's Store Promotions are a limited time offer and only available while supplies last.
      2. Promotions must be purchased as shown, with no exchanges or substitutions allowed.
      3. All other terms of sale apply to your order. Terms of sale and other important information can be found here General Questions.
      4. Our returns/refunds policy applies to any order you place with us. See Returns and Refunds Questions for more information on our returns and refunds policy.
      5. Santa's Store Promotions are only available at
      6. We reserve the right to alter or update these Promotional Terms at any time without notice to you.
      7. If you have any questions related to eligibility or these Promotional Terms, please contact our customer service department at 01908 803800, or email

    Terms of Sale

    Please see the additional terms of sale for Santa's Store


    Are prices guaranteed?

    Santa's Store prices are informational only and we reserve the right to change prices at any time, and to correct pricing errors that may inadvertently occur. Prices are in UK pounds and payment shall be made in Sterling currency. You must make payment in full at the time of order. 

    Are shipping dates guaranteed?

    For Santa's Store:  Any shipment or delivery date stated in any document are approximate only, and do not constitute any guarantee of shipment or delivery on any particular date.

    Who do these terms apply to?

    These terms apply to you when you make an offer to purchase product at Santa’s Store.  

    Returns and Refunds Questions

    Returns and Refunds Policy
    Please contact our customer service department within 30 days of purchase, free, at 01908 803 800, or email Returns must be in new and unused condition and in its original packaging. Returns will not be accepted after 30 days of delivery, and returns without prior authorisation will not be accepted. For authorised returns, your purchase price will be refunded, excluding shipping charges.  There are no restocking fees.

    To complete your return, we require your order number as proof of purchase ,  to be included with the item you are returning. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days.

    If a shipment arrives at your door with apparent shipping damage, please refuse the delivery.  If you have already accepted delivery and then find shipping damage, please contact us immediately.  It’s helpful to save all packaging material. Photographic evidence of the damage is also required. 

    Exchanges Policy (if applicable)
    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Baby Republic Ltd, Unit 10 Madingley Court, Chippenham Drive, Milton Keynes, Buckinghamshire, MK10 0BZ.

    Return Shipping Policy
    To return your product, you should mail your product to: Baby Republic Ltd, Unit 10 Madingley Court, Chippenham Drive, Milton Keynes, Buckinghamshire, MK10 0BZ.

    Please use

    Returns are free of charge and you can arrange collection by Royal Mail.

    Shipping costs are non refundable.

    Cancellation Policy
    We regret that we are unable to change or cancel your order once it has been shipped by our warehouse.  If you need to request a cancellation, please contact our customer service department immediately, free, at 01908 803 800, or email, and if your order has not yet shipped, we will assist you in cancelling the order, as well as assist you in creating a new one with any changes you would like to make.


    Scout Elf Questions

    How does The Elf on the Shelf® work?
    After adopting your Scout Elf, be sure to name him or her. When you do this, your elf will get his or her Christmas magic! Christmas magic allows your Scout Elf to fly back to the North Pole every night to report to Santa on the day’s adventures. Usually, after returning from the North Pole, your Scout Elf will land in a different location in your house. Children love to rush around each morning to see where their Scout Elf has landed! Most families say goodbye to their Scout Elf on Christmas Eve; when Santa Claus arrives, each elf flies back to the North Pole with him to get ready for next year! All Scout Elves are different, but most return to their families’ homes during Scout Elf Return Week (Nov. 26–Dec. 1).

    How does my Scout Elf get out of the box?
    A Scout Elf receives their Christmas magic after you name them, therefore it’s safe to take your elf out of the box before they are named. If you have named your Scout Elf, don't worry! At night he or she will find their way out of the box using the Christmas magic they gained when you named them!

    I thought the Scout Elves came from Santa; why are they in stores?
    Scout Elves and Elf Pets® come from special adoption centres that Santa has approved in order to make sure that every Scout Elf receives a good home. Much like you would go to the store to adopt a pet, The Elf on the Shelf® and Elf Pets® can be adopted, too. All elves and Elf Pets® hibernate until they are adopted by a family and given a name.