Terms of Service

Last Updated: 12 June, 2026

Welcome to The Mailroom Co! 🎅

These Terms of Service ("Terms") govern your use of our website and services. By using our site or purchasing our products, you agree to these Terms. If you don't agree, please don't use our services.

We're The Mailroom Co PTY LTD (ABN: 44690015484), an Australian-based company that creates magical personalised Santa letters and Christmas keepsakes. Throughout these Terms, "we," "us," and "our" refer to The Mailroom Co PTY LTD.

1. Who Can Use Our Services

• You must be at least 18 years old to use our website and make purchases
• Our products are designed for adults to purchase for children
• Parents/guardians are responsible for any use by their children

2. How We Use AI in Our Services

We believe in transparency about our use of artificial intelligence:

AI-Assisted Features:

• Creative Address Generation: When you use our Santa letter builder, AI can help generate fun, magical North Pole addresses if you choose this option
• Quality Assurance: We use AI to proofread letters before printing to ensure quality and catch any errors
• AI-powered customer chat support: Mainly used for after business hours chats via our live chat modal only.
• Marketing Imagery: Some lifestyle and promotional images on our website are created or enhanced using AI tools. All product details shown accurately represent the physical products you receive.

Your Privacy with AI:

• Only the text you enter for your letters, and chat messages you send to our support chat, are processed by AI systems.
• Your personal information (name, payment details, etc.) is never used to train AI models
• AI processing happens automatically as part of order fulfilment
• You can always choose to enter your own creative addresses without AI assistance

3. SMS/Text Messaging Services

By providing your mobile number, you consent to receive text messages from The Mailroom Co PTY LTD. These may include:

Message Types:

• Order confirmations and shipping updates
• Promotional offers and marketing messages
• Cart abandonment reminders
• Customer service communications

Important SMS Information:

• Message frequency varies
• Message and data rates may apply - check with your carrier
• Your consent is not required to make a purchase
• We don't charge for messages, but your carrier rates apply
• Messages may be sent using automated technology

Managing SMS Preferences:

• To opt out: Text STOP to any message
• For help: Text HELP or email magic@themailroomco.com.au
• You'll receive confirmation when you opt out
• Opting out of SMS doesn't affect email communications

Your Responsibilities:

• Keep your mobile number updated
• Notify us if you change numbers to continue receiving messages
• Ensure your carrier plan supports SMS messaging

4. Our Products & Services

What We Offer:

• Personalised Santa letters
• Christmas keepsakes
• All products are physical items delivered by mail

Personalised Products:

• Custom-made specifically for you
• Cannot be returned due to change of mind
• Please double-check all spelling and details before ordering

5. Ordering & Payment

Pricing:

• Prices are displayed in your local currency (as determined by your location)
• Currency conversion is handled automatically by our payment system
• We can change prices without notice (but not for orders already placed)

Order Changes:

• We may refuse or cancel orders at our discretion
• If we cancel your order, we'll notify you via email and refund you fully

Your Responsibilities:

• Provide accurate information
• Keep your account details updated
• Review all personalisation details carefully before ordering

6. Shipping & Delivery

We ship within Australia and internationally to the destinations shown at checkout, including New Zealand, the United Kingdom, the United States, and selected countries across Europe, Asia, and the Middle East.

Key Points:

• Production times vary (up to 2 weeks for personalised items)
• International customers are responsible for customs duties and taxes
• We offer tracking and shipping protection options

For full details including delivery times, shipping methods, and costs, please see our Shipping Policy.

7. Returns & Refunds

Personalised Products:

• Cannot be returned for change of mind
• We'll replace items with our errors (like incorrect spelling we caused)

Our Errors:

• If we make a mistake, we'll fix it at no cost to you
• Contact us with photos of the issue

Damaged Items:

• Inspect your order immediately upon delivery
• Report damage ASAP with photos

Refund Process:

• Refunds go back to your original payment method
• Allow 2 business days for processing

EU Customers:

• If you are in the European Union, you have a statutory 14 day right of withdrawal on non-personalised products
• This right does not apply to personalised products, which are made to your specifications

Full refund policy details are available here.

8. Intellectual Property

• All content on our site belongs to us or our licensors
• You can't copy, reproduce, or sell our designs or content
• You're welcome to share photos of your purchases on social media!

9. Privacy & Data

What We Collect:

• Information you provide when ordering
• Website usage data via cookies and analytics

How We Use It:

• To fulfil your orders
• To improve our services
• For marketing (you can opt out)

Third-Party Services:

• We use Google Analytics and Facebook Pixel
• Payment processing through Shopify
• Order workflow through Make.com

See our full Privacy Policy for details.

10. Prohibited Uses

Please don't:

• Use our site for illegal purposes
• Try to hack or disrupt our services
• Resell our products without written permission
• Submit false information
• Harass our team or other customers

11. Limitation of Liability

Important Safety Note: Our products should be used under adult supervision when given to children.

We're not liable for:

• Indirect or consequential damages
• Lost profits or data
• Issues beyond our reasonable control
• Misuse of our products

Our maximum liability is limited to the amount you paid for your order.

12. Indemnification

You agree to protect us from claims arising from:

• Your breach of these Terms
• Your violation of laws
• Your misuse of our services

13. General Terms

Governing Law: These Terms are governed by the laws of Victoria, Australia.

Changes: We may update these Terms anytime. We'll post changes here, and your continued use means acceptance.

Entire Agreement: These Terms (plus our policies) are our complete agreement.

Severability: If any part is invalid, the rest still applies.

14. Contact Us

Questions? Magical concerns? Reach out!

Email: magic@themailroomco.com.au

Company: The Mailroom Co PTY LTD
ABN: 44690015484
Location: Victoria, Australia

Response Times: We aim to respond within 1-2 business days (AEDT/AEST)

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By using The Mailroom Co, you agree to these Terms. Thank you for helping us spread Christmas magic worldwide! 🎄