Terms & Conditions
Last updated: 16 October 2026
1. About us
We Caught Santa is operated by WCS Experience Ltd, a company registered in England and Wales.
Registered office: 3rd Floor, 45 Albemarle Street, London, W1S 4JL.
Website: www.wecaughtsanta.co.uk
Email: support@wecaughtsanta.co.uk
These Terms & Conditions apply to purchases made through our website. By placing an order, you agree to these terms, subject to your statutory consumer rights.
2. Our products
We Caught Santa is a personalised Christmas experience combining a physical evidence pack with access to a digital Santa photograph.
Each pack includes a personalised letter from Santa, a uniquely numbered gold token for each child, a North Pole equipment tag and instructions for setting up the experience.
Each pack has its own unique QR code, which allows the customer to upload a photograph and access their personalised Christmas experience through our associated website, North Pole Evidence.
Our products are intended as festive entertainment and keepsakes.
The North Pole Evidence website (www.northpoleevidence.co.uk) is operated by WCS Experience Ltd and forms part of the experience supplied with qualifying purchases. These Terms & Conditions apply to the complete purchased experience, including use of the North Pole Evidence website, photograph submissions, image preparation and QR-linked access. Personal information processed through North Pole Evidence is also covered by that website's Privacy Policy.
3. Placing an order
You must provide accurate information when ordering, including children's first names, contact details and delivery address.
Please check the spelling of all personalised details before completing checkout. We cannot guarantee that mistakes supplied by the customer can be corrected once personalisation has begun.
Each pack must be purchased in a separate order, as every pack has its own unique QR code and personalised experience.
We reserve the right to contact you if information is missing or clarification is required.
Your order is accepted when payment has been completed at checkout. If we cannot fulfil an order, we will contact you and arrange an appropriate refund.
4. Prices and payment
All prices are displayed in pounds sterling (GBP). The total price, including any applicable delivery charges, is shown before you complete checkout.
Payment must be completed using one of the payment methods available at checkout.
We reserve the right to correct genuine pricing errors. If an error affects an order you have placed, we will contact you before proceeding and give you the opportunity to cancel for a full refund.
5. Delivery
We currently deliver within the United Kingdom only.
We aim to prepare and dispatch personalised orders within two working days of receiving them.
Free Royal Mail Second Class delivery is available. Other delivery services are offered at checkout for an additional charge.
Delivery times are estimates and may be affected by Royal Mail delays, particularly during the busy Christmas period.
We recommend ordering early to allow sufficient time for delivery before Christmas.
As Christmas approaches, we may stop accepting new orders when we believe there is insufficient time for reliable delivery.
We remain responsible for the goods until they are delivered into your physical possession, or that of someone you have nominated to receive them, except where the law provides otherwise.
Nothing in these terms limits your statutory rights concerning delivery, including where delivery by an agreed date is essential.
6. Lost, delayed or damaged deliveries
If your order has not arrived when expected, please contact us as soon as possible.
We will investigate the delivery and, where appropriate, arrange a replacement or refund.
If a parcel is lost or delayed and we determine that a replacement cannot reasonably arrive in time for Christmas, we will offer a full refund rather than automatically sending a replacement too close to, or after Christmas.
If your pack arrives damaged, faulty, incomplete or incorrect, please contact us so we can arrange an appropriate remedy.
7. Cancellations and returns
Each We Caught Santa pack contains personalised items prepared specifically for the customer's order.
If you wish to cancel, please contact us as soon as possible.
If personalisation has not begun, we may be able to cancel your order and provide a full refund.
Once personalisation has begun, we generally cannot accept change-of-mind cancellations for genuinely personalised goods where the applicable legal exception applies.
This does not affect any cancellation rights that apply by law, including rights relating to any goods or services that do not qualify for an exception.
Nothing in these terms affects your statutory rights if goods are faulty, damaged, incorrectly supplied or not as described.
Please see our Delivery & Returns page for further information.
8. The personalised Santa photograph
Each pack includes access to a digital experience through its unique QR code.
To create the personalised Santa photograph, you must upload a suitable photograph of the room where you would like Santa to appear.
We use the submitted photograph to create an edited image showing Santa in the customer's home.
The photograph is intended to be revealed as part of the Christmas morning experience.
We may review submitted photographs and request replacements where an image is unsuitable or cannot be processed satisfactorily.
Although we take reasonable care when preparing the images, the results are digitally generated and may contain minor visual imperfections.
9. Photograph requirements and deadlines
You must upload a suitable photograph no later than 11:59 pm UK time on 23rd December 2026.
We strongly recommend uploading your photograph as soon as your Christmas decorations are in place, rather than waiting until the deadline.
Photographs must follow the guidance provided during the upload process, including the requirement that no people or pets appear in the photograph.
You must own the photograph or have permission to use it for this service.
By uploading a photograph, you confirm that you have the necessary permission for WCS Experience Ltd and its service providers to process and edit it for the purpose of delivering your personalised Santa experience.
You are responsible for responding promptly if we request a replacement photograph.
If you do not provide a suitable photograph within the applicable deadline, we may be unable to complete your personalised experience in time for Christmas.
We recognise that individual circumstances can vary and may offer additional assistance or a discretionary resolution where appropriate.
10. Our Santa photograph guarantee
We aim to provide your completed personalised Santa photograph in time for its intended Christmas morning reveal.
If you have fulfilled your responsibilities, including providing a suitable photograph within the required deadline, but we fail to deliver the promised Santa photograph in time for Christmas because of a failure on our part, we will provide a full refund and you may keep the physical pack.
This guarantee covers failures attributable to our technical systems, production processes or operation of the service.
Where a customer has not provided a suitable photograph within the required deadline, this voluntary guarantee does not automatically apply. We will nevertheless consider exceptional circumstances individually.
This guarantee is in addition to, and does not replace, your statutory consumer rights.
11. Availability of the digital experience
The QR-linked Santa experience is a seasonal Christmas service and is not intended to remain available indefinitely.
The Christmas reveal is intended to take place during the Christmas period. Access to the QR-linked experience is temporary and will close after the seasonal experience has concluded.
We do not provide a built-in download facility for the personalised Santa image.
We may temporarily restrict access where necessary for maintenance, security or to resolve technical problems.
Any such restriction will not affect your statutory rights or our obligations under the Santa photograph guarantee.
12. Privacy and photographs
We use customer information and photographs to process orders, create personalised experiences, provide customer support and operate our service.
Photographs may be processed by third-party service providers, including providers of image-generation technology.
We will not use customer photographs or finished Santa images in advertising, on social media or for other promotional purposes without obtaining separate permission
.
We aim to delete customer photographs and finished Santa images within 90 days of Christmas Day, unless longer retention is reasonably necessary for legal obligations or an ongoing dispute.
For further details about personal information, service providers, retention and your rights, please see our Privacy Policy.
13. Responsible use
You must not use our website or upload system to submit unlawful, harmful or inappropriate material.
You must not upload photographs containing people or pets, or photographs you do not have permission to use.
We may reject unsuitable uploads or restrict misuse of the service where reasonably necessary.
14. Intellectual property
The We Caught Santa name, website content, designs, artwork and other original materials are owned by or licensed to WCS Experience Ltd.
Customers may use the physical pack and their personalised Santa image for their own private, non-commercial enjoyment.
You retain any rights you hold in photographs you upload. Uploading a photograph gives us permission to use it only as reasonably necessary to provide the purchased experience and fulfil our related obligations.
15. Our responsibility
We are responsible for providing our products and services with reasonable care and skill and in accordance with applicable consumer law.
Nothing in these Terms & Conditions excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.
We are not responsible for failures caused solely by inaccurate information supplied by customers or their failure to follow reasonable photograph requirements, except where applicable law provides otherwise.
16. Changes to these terms
We may update these Terms & Conditions from time to time.
Any changes will not retrospectively remove rights that apply to orders already accepted.
17. Governing law
These Terms & Conditions are governed by the laws of England and Wales, without depriving consumers elsewhere in the United Kingdom of any mandatory protections applicable to them.
18. Contact us
If you have any questions about your order, our products or these Terms & Conditions, please contact us:
WCS Experience Ltd
3rd Floor, 45 Albemarle Street
London, W1S 4JL
Email: support@wecaughtsanta.co.uk
Website: www.wecaughtsanta.co.uk