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

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