At Xmas Decor Shop, we pour our hearts into creating handcrafted holiday treasures that bring warmth and joy to your celebrations. We want you to be completely delighted with your purchase. If for any reason you are not satisfied, our hassle-free returns and exchanges policy is here to help.

Our Returns & Exchanges Promise

We accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible, items must be unused, in their original packaging, and in the same condition as when you received them.

Please Note: Due to their personalised nature, customised products (such as engraved candles or Christmas cards with specific names/dates) cannot be returned or exchanged unless they arrive damaged or defective. This ensures we can maintain the special, one-of-a-kind quality of these items.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange:

  1. Contact Us: Within 15 days of receipt, email our friendly customer care team at [email protected] with your order number and details about the item you wish to return or exchange.
  2. Wait for Instructions: We will email you within 2 business days with a Returns Authorisation number and shipping instructions. Please do not send anything back without this number.
  3. Pack and Ship: Securely pack the item(s) in their original packaging, include a copy of your order confirmation, and clearly write the Returns Authorisation number on the outside of the box. Ship the package to our Aberdeen workshop:

Xmas Decor Shop Returns
71 Holburn St
Aberdeen, GB AB3R 4HZ

Important: Return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service for your peace of mind.

Refund Timelines and Methods

Once we receive and inspect your returned item, we will process your request promptly.

  • Timeline: Refunds will be processed within 5-7 business days of us receiving the return.
  • Method: Refunds will be issued to the original payment method used at the time of purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
  • Exchanges: For exchanges, we will ship the new item to you as soon as we have processed the return. Standard or free shipping charges will apply for the new shipment.

Please note that the original cost of standard shipping is non-refundable. For orders that qualified for free shipping, the value of the standard shipping fee (£12.95) will be deducted from your refund.

Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us immediately at [email protected]. We will arrange a free return and send a replacement to you as quickly as possible at no extra cost.

Returns Request Email Template

To make the process even easier, you can use the template below to email us. Just fill in the bracketed information!

Subject: Returns Request – Order #[Your Order Number] Dear Xmas Decor Shop Team, I would like to request a return/exchange for my recent order. Order Number: [Your Order Number] Product Name(s): [Name of the product(s)] Reason for Return/Exchange: [Please provide details] I have read and understood the Returns & Exchanges policy. Kind regards, [Your Full Name] [Your Email Address]

Thank you for shopping with Xmas Decor Shop. Our mission is to bring joy to your holiday season, and we are committed to ensuring your experience with us is as magical as our decorations.

Warmest wishes,
The Xmas Decor Shop Team