Shipping Information
At Festive Home, we’re dedicated to making your Christmas preparations as joyful as the season itself. Here’s how we deliver the festive magic to your doorstep:
Order Processing
Our workshop elves work diligently to prepare your order:
- Processing Time: 1-2 business days
- Orders placed before 2 PM GMT are processed the same day
- Weekend orders are processed on the following Monday
Shipping Methods
We offer two magical delivery options to suit your needs:
Standard Shipping – £12.95
- Carrier: DHL or FedEx
- Delivery Time: 10-15 business days after dispatch
- Includes tracking and insurance
- Perfect for when you need your festive items promptly
Free Shipping
- Available on orders over £50
- Carrier: EMS
- Delivery Time: 15-25 business days after dispatch
- Includes basic tracking
Festive Note: During the busy Christmas season, please allow extra time for delivery. We recommend ordering early to ensure your items arrive in time for your celebrations!
Returns & Exchanges
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.
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
- 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
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
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
Important: 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!