Need some help? Here are our FAQs!

If you can’t find what you’re looking for here? Contact our customer service helpers at heythere@banjorobinson.com

Most Asked FAQs

Thankfully, the postal service has remained open for business during this time and so Banjo can continue to send his letters, twice a month! We are, however, in some instances experiencing some delays in receiving Banjo’s deliveries. We appreciate your patience at this time and apologise for any inconvenience this may cause.

The starter pack includes a big, beautiful world map poster, stickers and a personalised letter from Banjo Robinson (explaining that he’s about to go on a grand world tour!). Then, twice a month, Banjo sends personalised letters full of fun, stickers, colouring activities, stationery and surprises from fascinating locations across the globe.

Please visit our Subscriptions page for more detail.

Please use the ‘Forgot my Password’ function on the ‘Account login‘ page.

Product

Banjo is aimed at children between the ages of 5-8 but can be enjoyed by anyone who loves magic and adventure! We are proud to say that our product is fully aligned with the KS1 English National Curriculum and with areas of KS1 Geography, History, Languages and Art. Depending on your child’s reading and writing ability, you may wish to start off by reading the letters to them and drawing Banjo replies. As their skills develop, they can start to read Banjo’s letters for themselves and write their own letters back to him.

The only product element that is currently non-recyclable is the sticker sheet. We are working hard to find a recyclable solution for this.

Banjo’s letters and creative activities are developed by teachers, written by children’s authors and curriculum aligned. They cover all key aspects of Key Stage 1 English and many aspects of Key Stage 1 Geography, History, Languages and Arts. Letters from Banjo support a love of reading and writing, stimulate curiosity about the world and encourage empathy, creativity and communication. The letters empower children to become confident readers, writers and creative thinkers, all from the comfort of your own home. The personalised aspect makes children feel special and naturally stimulates excitement and engagement around learning.

Find out more here.

Subscription

Reply letters should not be posted back to us; we hope that you will keep these as momentos of your child’s first writing! The premise of the posting the reply letter under the sofa is that, using ‘cat stamps’ from the sticker sheet, your pet or an animal on the street will collect the letter from under your sofa and deliver it back to Banjo (much like how the tooth fairy works!). You can reply to any questions your child asks via the PS mechanism on your customer portal.

You will receive your starter pack between one – three weeks after filling in your personalisation details on your customer portal. Banjo cannot send any letters until these details have been added. Hereafter, you will receive two letters a month. If you go to the Banjo Tracker page on the website, you will see the date when the next letter will be posted.

Yes, Banjo can address the letter to two children. When you are asked to enter the child’s first name, you would enter them both instead (e.g. Gina + Tim). There is only one second name field, so this must remain the same for both children.

The PS message is a way to further personalise your child’s letters. You can use the PS mechanism to answer any questions your little one asks in their reply to Banjo or to send messages of love and encouragement to them from Banjo! You simply need to log into your account and click the ‘Personalise this Order’ button to add your PS.

When you get to the checkout screen, please enter the code on the right hand side where it says: ‘Have a discount code? Enter it here’.

If you would like to change your subscription when it is time to renew, please email us at heythere@banjorobinson.com and we can update your account to reflect the new subscription length.

Please go to our website and login, then click ‘Manage Subscription’ and on the right side you will find the ‘Cancel’ link.

Check out our gifting page here!

My Account

Please use the ‘Forgot my Password’ function on the ‘Account login‘ page.

You can change your details in the ‘Account’ section of our website. Login and click ‘Manage Subscription’. For ‘Delivery Address’ changes click the ‘Personalise this Order’ button and scroll down to ‘Shipping Details’. For ‘Billing Address’ changes please click ‘Billing Information’ on the left side and then click ‘edit’ under the billing address.

Delivery

Yes, he does! Banjo can send his letters anywhere in the world.

UK delivery costs are included in the subscription price. International delivery charges are extra and the cost varies depending on where the letters are being sent. Your shipping costs will be calculated at checkout when you enter your shipping address.

Please email us at heythere@banjorobinson.com

Answering your kids

Banjo’s birthday is on August 26th. He always turns 12 years old.

Banjo doesn’t have an injury, don’t worry! When he was a kitten, he tied a little bandage around his tail to remind him that it was there (otherwise, he kept getting it trapped in things or tripping other animals over with it). Banjo is a very clever cat, but even clever cats forget about their tails sometimes!

In Banjo’s world, animals don’t need to wear clothes, but they sometimes enjoy accessorising with things like hats, bags and glasses. Banjo also likes to wear a pair of little grey shoes on his back legs so he can stand up on them and walk through any terrain.

Banjo would love to visit his pen pals but he’s just so busy travelling around the world that he hasn’t had time yet! He has already planned which countries he’s going to visit and, apparently, he’s busy for the next 18 months!

Banjo doesn’t know to what extent his pen pals’ grown-ups want him to address big, global issues like this. Fortunately, because of his customisable PS message, they can decide for themselves how they wish to talk about it. In the past, Banjo has sent out some related printable content such as guidance on washing your paws to stay safe, and things to do in lockdown, and he may touch on the pandemic in a gentle way in upcoming letters. Kids can be reassured that animals don’t need to wear facemasks which is why Banjo is not pictured in one and that he is safe to continue his travels, despite the changes that they have made in their daily lives this year. For an example of how you might like to weave the current situation into one of your PS messages, please see below.

So far, Banjo has only planned the first 42 destination of his world tour, as those are the places where he has distant relatives!

A long time ago, Banjo was given a neck cone to wear, to stop him pulling off his bandage. Even though it was a bit uncomfortable at first, it made him feel different and special. Once he got used to it, he actually felt very important when he had it on. Now and again, when he is getting ready to go on a new adventure, he fishes the cone out of his backpack and pops it on.  How smart he looks in it!  How sophisticated!  When other animals might wear a fancy hat or sparkly collar, Banjo grabs his lovely big neck cone- just because he likes it. 

Banjo grew up at the Robinson Street Shelter. He doesn’t remember anything before life at the shelter and his family are all the other animals who live there too. They all look after each other and he is very loved.

If you look back far enough, most of us have family somewhere else in the world! Way in the past, Banjo’s cat relatives migrated to loads of different countries. So far, Banjo knows about 42 distant relatives who are scattered around the globe- and there are probably more to discover too!

His favourite type of food is dessert and his favourite type of dessert is PROFITEROLES. Luckily his best friend Claude is a chef, so Banjo knows all about healthy eating too!

Banjo is very keen on looking after our planet Earth, and so he always makes sure to travel in the most eco-conscious way he can. He only takes long-haul flights when he absolutely has to (and when he does, he might ask to sit on someone’s lap so that he doesn’t take up any extra room). He loves bicycles, scooters, skateboards, buses, boats, rollerskates and trains the best though he won’t say no to a lift in an electric car or on the back of a big animal too sometimes. He leaves plenty of time between destinations so that his journeys aren’t rushed, and he can sometimes be spotted travelling via hot air balloon, submarine or upon an eagle’s wing if no other options are available.

Are the kids asking what Banjo thinks of the coronavirus situation? Here’s a simple PS message which you can use to customise your next letter if you’d like to address this:

‘My doctor said I can’t catch coronavirus, but that most humans are having to do stuff differently from normal. Don’t forget to talk to your grown up if you’re worried. The important thing is that we look after each other and ourselves- that’s the Banjo way!’