Ho, ho, ho! At Santa Decorate Shop, we’re dedicated to helping you create the most magical Christmas experience. We take great care in selecting and packing our decorations to ensure they arrive at your doorstep sparkling with joy. However, we understand that sometimes an item might not be quite right. Don’t worry, our friendly customer elves are here to make things merrier!

Our Policy

We offer a 15-day return or exchange policy from the date you receive your item(s). To be eligible, the item must be unused, in its original packaging, and in the same condition as when you received it. You’ll also need the receipt or proof of purchase.

Please Note: Due to the nature of seasonal and electrical goods, Christmas Lights (including Christmas Rope Lights & Displays, Curtain and Waterfall Lights, Fairy Lights, Icicle Lights, Infinity Christmas Lights, Net Lights, and Solar Powered Lights) must be thoroughly tested upon arrival. Once opened and used, they cannot be returned for hygiene and safety reasons unless they are faulty. All Lighting Accessories are final sale.

How to Initiate a Return or Exchange

Follow these simple steps to start your return or exchange process:

  1. Contact Our Elves: Within 15 days of receiving your order, email our customer support team at [email protected]. Please use the template below to ensure we have all the information we need to help you quickly.
  2. Wait for Instructions: Our team will reply with a Returns Authorisation number and instructions on where to send your package. Please do not send anything back to our address without this number.
  3. Pack and Ship: Securely pack the item(s) in their original packaging, include a copy of your receipt or order number, and mail it to the address provided. We recommend using a trackable shipping service.
  4. Let Us Handle the Rest: Once we receive and inspect your return, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund or exchange.

Return Shipping Costs

Customers are responsible for paying for their own shipping costs for returning an item. Shipping costs are non-refundable. If you are exchanging an item for a different one, we will cover the cost of shipping the new item to you.

Refunds (if applicable)

Once your return is received and inspected, we will process your refund. The timing depends on your original payment method:

  • Visa, MasterCard, JCB: Refunds will be processed to your original card within 5-10 business days after approval.
  • PayPal: Refunds will be issued to your PayPal account within 3-5 business days after approval.

Please allow time for your bank or credit card company to process and post the refund to your account.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, please follow the returns process above. The new item will be shipped to you as soon as we process the return.

Email Template for Returns/Exchanges

To help our elves assist you faster, please copy and paste the template below into an email to [email protected] and fill in the blanks.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Santa Decorate Shop Elves, I would like to request a [return / exchange] for my recent order. Order Number: [Your Order Number] Product Name: [Name of the product you wish to return] Reason for Return/Exchange: [Please provide a brief reason] I have read and understood the returns policy. My full name and shipping address are: [Your Name] [Your Address] Thank you for your help! Warmly, [Your Name]

Questions?

If you have any questions about how to return your item to us, please contact our customer service team at [email protected]. We’re always happy to spread a little extra Christmas cheer and help make your experience with us magical!

From our family to yours,
The Team at Santa Decorate Shop