Frequently Asked Questions & Customer Service

After a very busy Christmas period we are still catching up with your emails and it may take a few days to reply. If you have a new enquiry, or are waiting for a reply to an email you have already sent us, please follow the steps below for the quickest answer to your query.

1. A huge proportion of emails we receive are covered in our FAQs and could have been answered in five minutes. So please, save yourself some time, and read the FAQs carefully!

2. If you are a Facebook user you can contact our Facebook team by sending a private message on our Facebook page. Please note that the Facebook team cannot process refunds or answer queries about credit card payments.

3. If the above two options do not provide the answer you need, please contact our email helpline, either by taking the 3rd option at the bottom of any FAQ page, or by emailing Please allow several days for a response.

If you send an email, rest assured we will reply, so please do not send multiple emails -- it doesn't speed things up for you and it clogs up the queue for everyone else!

We are very sorry but we do not offer assistance by telephone.

HELP BULLETIN – hot topics and current known problems

Video not loading on some devices in London Advent Calendar
I never received my Advent Calendar
When I try to activate my London Advent Calendar it says I've already activated it

Problem with sending card by Facebook Messenger from app
Problem with ecard display on Apple devices running iOS 15.0

Logging on, membership, gifts, payments, renewal

Viewing and sending ecards and note cards

Country Cottage, Advent Calendars and other products

Other questions