Our Returns & Exchanges Promise
Just as we carefully wrap each gift, we handle your returns with meticulous attention. We aim to make the process straightforward, transparent, and infused with the same festive spirit you expect from us. You have 15 days from the date you receive your item to initiate a return or exchange request.
The Return & Exchange Process: A Step-by-Step Guide
Step 1: Review Eligibility & Prepare Your Item
To be eligible for a return or exchange, your item must be:
- In its original, unused, and unassembled condition.
- In the original packaging with all tags, accessories, and manuals included.
- Accompanied by your original packing slip or order confirmation email.
To preserve the magic and safety of seasonal items, the following products are final sale and cannot be returned or exchanged:
- Personalized or Monogrammed Christmas Ornaments & Stockings: These are made uniquely for you, carrying a special, one-of-a-kind charm.
- Opened Christmas Wrapping Paper & Supplies: Once a roll is opened, it becomes part of your gift-giving story.
- Food-Related Christmas Dining & Entertaining Items (e.g., used serving ware, opened candle sets) for health and safety reasons.
- Any item damaged due to misuse or not following care instructions.
Step 2: Contact Our Festive Care Team
Please contact us within the 15-day window to initiate your request. Reach out to our dedicated customer care team at [email protected].
To expedite the process, please use the template below for your email. This helps us serve you faster and ensures we have all the necessary details.
Step 3: Ship the Item Back to Us
Once we approve your request, we will provide you with a Return Merchandise Authorization (RMA) number and the return address. Please:
- Securely pack the item in its original packaging, if possible.
- Include the RMA number clearly on the outside of the package.
- Use a trackable shipping service. We recommend insuring the package, as we cannot be responsible for items lost or damaged in transit back to us.
- Please note: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective item.
Step 4: Our Inspection & Your Resolution
Upon receiving your return, our team will inspect the item within 3-5 business days. Once approved, we will process your chosen resolution:
- Refunds: Will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow 7-10 business days for the refund to appear in your account after we process it. The timing depends on your financial institution.
- Exchanges: We will ship the replacement item as soon as possible. You will receive a new tracking number. If the exchanged item has a price difference, we will contact you to arrange payment or a partial refund.
- Store Credit: An electronic gift card will be emailed to you for use on a future purchase, bringing holiday cheer to your next celebration.
Damaged or Incorrect Items
If your order arrives damaged or is incorrect, please contact us at [email protected] within 48 hours of delivery. Include photos of the damaged item and its packaging. We will arrange a prepaid return label and expedite a replacement or refund at no cost to you.
International Returns (For Our Global Family)
As we proudly serve a global community (excluding a few remote regions), customers outside the United States are responsible for any return shipping costs, customs duties, or taxes incurred when sending items back to our warehouse in Glendale, US. Refunds will be issued for the product cost only, not for original international shipping fees.