Help from the North Pole

Look in your junk or promotions folder for an email from the North Pole Post Office. Still nothing? Use Find my visit and we'll send every link for your email address again.

That's fine. Your door is saved. When your decorations are up, open your visit from the link in your email (or Find my visit) and add your tree, Santa's treat and his wrapping paper, any time until 21 December.

Turn your phone sideways: every photo has to be wider than it is tall. Switch the lights on, use your phone's main camera (not a screenshot), and stand directly in front of the door. If taking it on the page doesn't work, take it with your phone's camera and use Choose a photo instead.

When you check the scenes, press Try again on any that isn't right, or drag Santa to where he should be. If you've already approved them, write to us with your order number and tell us which scene.

Write to us straight away with your order number and the right spelling. If the film has already been made, we'll make it again.

It usually arrives within a day of sending Santa your last photos, after a real person has watched it. Check your junk folder, or use Find my visit to see where it's up to.

That one stays sealed, with a countdown, until 6am on Christmas Day. Your own link to the film works straight away, so you can watch it first.

We email you when it goes in the post, with a tracking number if it has one. It usually takes 1 to 3 working days. If it hasn't come after that, write to us with your order number.

Photos are deleted automatically 14 days after your film arrives. To have anything deleted sooner, including the film, write to us. Our privacy policy says what we keep and for how long.