Frequently Asked Questions & Customer Service

If you have any question about our service, please start by looking through the questions below. We've collected well over 100 of the most commonly asked questions over the last 20 years and provided detailed answers; so there is a very good chance that you will find a solution here much more quickly than you could by contacting us.

If you do not find an answer in our FAQs, please find the FAQ which most closely matches your question and then take the 3rd option at the bottom of the FAQ page to submit your question directly to our helpline. This helps us by categorising your question and automatically providing information about your web browser. Alternatively, you can email We are very sorry but we do not offer assistance by telephone.

HELP BULLETIN – hot topics and current known problems

ECARDS (and other email) DELIVERY DELAYED to Hotmail, Comcast, BTInternet addresses
Why have you not answered my email?
BUG: Nordic Advent Calendar - video playback faults, blank red screen
"Attachment not found" error when posting ecard as Facebook private message
I received the Nordic Advent Calendar as a gift but I can't install it on my iPad/Android
Why are you asking recipients to pay extra for an app, just to receive my gift?
What versions of the Advent Calendar are available this year?
I bought Nordic Advent Calendars for my friends but they can't open them on their phone/tablet!
There's no sound on my Nordic Advent Calendar (iPad/iPhone app version)

Logging on, membership, gifts, payments, renewal

Viewing and sending ecards and note cards

Curio Collection, English Garden, Advent Calendars and other products

Other questions