Ho, ho, ho! Welcome to Santa Decorate Shop, where we’re all about spreading Christmas cheer! We know that receiving your festive decorations quickly and in perfect condition is all part of the magic. Our friendly customer elves have put together this guide to explain how we deliver your goodies and what to do if something isn’t quite right.

Shipping Information

We work hard to get your Christmas magic on its way to you as quickly as possible!

Order Processing Time: All orders are lovingly packed and dispatched from our workshop within 1-2 business days.

Shipping Methods & Delivery Times:

  • Standard Shipping (A$12.95): We send your order via DHL or FedEx. Your package will normally arrive within 10-15 business days after it has been shipped.
  • Free Shipping: For all orders over A$50, we offer free shipping via EMS. Your package will normally arrive within 15-25 business days after it has been shipped.

Please note: We ship globally but are unable to deliver to some parts of Asia and a few remote regions.

Our Returns & Exchanges Policy

We want you to be utterly delighted with your Christmas decorations. If an item isn’t perfect, our friendly customer elves are here to make things merrier!

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 you received it. You’ll also need your receipt or proof of purchase.

Important Notes on Non-Returnable Items:

Due to the seasonal and personal nature of some of our products, the following items cannot be returned or exchanged unless they are faulty or damaged:

  • All Christmas Lights: This includes Christmas Rope Lights & Displays, Curtain and Waterfall Lights, Fairy Lights, Icicle Lights, Infinity Christmas Lights, and Net Lights. For hygiene and safety reasons, these must be thoroughly tested upon arrival but cannot be returned once opened and used.
  • Solar Powered Lights
  • All Lighting Accessories (these are final sale).
  • Acrylic Figurines & Christmas Elves due to their delicate and collectible nature.

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 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 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 a faulty item for a different one, we will cover the cost of shipping the new item to you.

Refunds & Exchanges

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 additional 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.

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]

Any Questions?

If you have any questions, 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