At Festive Home, we want your Christmas experience to be as magical as Christmas morning. While we carefully wrap and pack each order with festive cheer, we understand that sometimes items need to be returned or exchanged. Our friendly customer care elves are here to make this process as smooth as possible.
Returns & Exchanges Period
We accept returns and exchanges within 15 days of you receiving your order. This gives you plenty of time to ensure your Christmas costumes, decorations, and party supplies meet your expectations for the festive season.
How to Initiate a Return or Exchange
Follow these simple steps to return or exchange an item:
- Contact Our Elves: Email our customer care team at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all the necessary information.
- Wait for Instructions: Our elves will respond within 24-48 hours with return authorization and shipping instructions.
- Pack Your Item: Carefully repackage the item in its original condition with all tags and packaging intact.
- Ship Your Return: Send the package to our workshop at: Festive Home Returns
82 Best Ln
Canterbury, GB CT8A 3IN - Confirmation: Once we receive your return, we’ll process it within 3-5 business days and notify you via email.
Return & Exchange Request Template
Subject: Return/Exchange Request – [Your Order Number]
Email to: [email protected]
Body:
Dear Festive Home Elves,
I would like to request a [return/exchange] for my order.
Order Number: [Your order number]
Order Date: [Date you placed order]
Item(s) to Return/Exchange: [Product name and quantity]
Reason for Return/Exchange: [Please describe the reason]
Preferred Resolution: [Refund / Exchange for (specific product)]
Your Name: [Your full name]
Email Address: [Your email address]
Thank you for your assistance in spreading Christmas cheer!
Sincerely,
[Your Name]
Refund Information
Once we receive and inspect your returned item:
- Refund Processing Time: 3-5 business days after we receive your return
- Refund Method: Refunds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping Costs: Original shipping fees are non-refundable
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error
Important Notes
Non-Returnable Items: For hygiene and safety reasons, we cannot accept returns on the following Christmas items:
- Christmas Crackers (due to their explosive nature and hygiene considerations)
- Christmas Party Tableware (opened or used items)
- Christmas Wrapping (if the roll has been unsealed or partially used)
- Christmas Fancy Dress Accessories (if the packaging has been opened)
- Any items that are not in original condition with tags attached
All returned items must be in their original condition – unworn, unused, and with all original tags and packaging intact. Christmas costumes should be returned with all accessories and in original packaging.
Exchange Policy
We’re happy to exchange items for a different size or style, subject to availability. If the item you want is out of stock, we’ll process a refund instead. Exchanges for Christmas fancy dress, angel costumes, elf costumes, and baby Christmas costumes are particularly popular, so we recommend acting quickly!
Damaged or Incorrect Items
If your Christmas decorations, Christmas Eve boxes, or any items arrive damaged or incorrect, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange a replacement or refund and cover all shipping costs.
Need Help from Our Elves?
Our customer care team is here to help make your Christmas magical!
Email: [email protected]
Address: 82 Best Ln, Canterbury, GB CT8A 3IN
Response Time: 24-48 hours during the festive season
Thank you for choosing Festive Home for your Christmas celebrations. We’re committed to ensuring your experience with us is as joyful as Christmas morning!