At Xmas Festival Shop, we take pride in crafting British-inspired Christmas attire and accessories of the finest quality. We want you to be utterly delighted with your purchase. However, if you are not completely satisfied, our Returns & Exchanges policy is designed with the same spirit of elegance and efficiency that defines our brand.

Returns & Exchanges Period

We gladly accept returns and exchanges for eligible items within 15 days of you receiving your order.

How to Initiate a Return or Exchange

To ensure a smooth process, please follow these steps:

  1. Contact Us: Within 15 days of delivery, please email us at [email protected] with your order number and details about the item you wish to return or exchange.
  2. Wait for Instructions: Our customer service team will respond promptly with a Returns Authorisation number and detailed instructions on where to send your parcel. Please do not send anything back without this authorisation.
  3. Pack the Item(s): Securely pack the unused, unworn, and undamaged item(s) in their original packaging, including all tags and labels. Include a copy of your order confirmation or a note with your Returns Authorisation number.
  4. Ship the Parcel: Mail your return parcel to the address provided by our team. We recommend using a tracked shipping service for your peace of mind. Please note that original shipping costs are non-refundable, and you are responsible for the return shipping costs unless the return is due to our error or a defective item.

Refund Process

Once we receive and inspect your returned item:

  • Timing: Refunds will be processed to your original method of payment within 5-7 business days of us receiving the return.
  • Method: The refund will be issued back to your original payment method (Visa, MasterCard, JCB, or PayPal account). The time it takes for the refund to appear in your account may vary depending on your bank or card issuer’s processing times.
  • Value: The refund will be for the value of the returned item(s) only. Original shipping fees are non-refundable.

Exchanges

For exchanges (e.g., for a different size or colour), please follow the return process above. In your initial email, please clearly state the item you wish to receive as an exchange. Once we receive the original item, we will dispatch your new choice promptly. If the new item is of a higher value, we will invoice you for the difference; if it is of lower value, we will refund the difference.

Non-Returnable Items

To ensure the health, safety, and integrity of our products, the following item(s) are non-returnable and non-refundable unless they arrive faulty or not as described:

  • Berets, Fedora-hats, Baker-boys-hats, Baseball-hats: Due to the personal nature of headwear, these items cannot be returned for hygiene reasons.

Faulty or Incorrect Items

If your item is faulty, damaged upon arrival, or if we sent you the incorrect product, please contact us immediately at [email protected]. We will apologise for the inconvenience and arrange a free return and replacement or full refund, including any associated shipping costs.

Return Request Email Template

To help you get started, here is a template you can use for your return or exchange request:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Xmas Festival Shop Team, I would like to request a return/exchange for an item from my recent order, number [Your Order Number]. Order Date: [Date of Order] Name: [Your Full Name] Email: [Your Email Address] Item for return/exchange: [Product Name, Size, Colour] Reason for return/exchange: [Please specify reason] I have read and understood the Returns & Exchanges policy. Could you please provide me with the Returns Authorisation number and further instructions? Thank you for your assistance. Kind regards, [Your Full Name]

Need Further Assistance?

Our dedicated customer service team is here to help. Please contact us at:

Email: [email protected]
Address: 5 Strand Rd, Londonderry, GB CH5Z 2WW