At Xmas Festival Shop, we are dedicated to bringing you the finest British-inspired Christmas attire and accessories. We want your shopping experience with us to be as joyous and seamless as the festive season itself. Our policies are crafted with care, reflecting our commitment to quality, elegance, and your complete satisfaction.

Shipping Policy

We are delighted to ship our products worldwide (excluding Asia and a few select remote regions). Every order is handled with the utmost care in our workshop.

Order Processing Time: Please allow 1-2 business days for us to carefully prepare your order for dispatch.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Delivery within 10-15 business days after dispatch.
    • A flat shipping fee of £12.95 applies.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Delivery within 15-25 business days after dispatch.

Please note that these times are estimates and may be subject to variations due to customs procedures or seasonal high demand.

Returns & Exchanges Policy

Your delight in our products is our greatest priority. If you are not entirely satisfied with your purchase, we gladly accept returns and exchanges for eligible items within 15 days of you receiving your order.

The Return & Exchange Process

To ensure an efficient and graceful process, please follow these steps:

  1. Contact Us: Within 15 days of delivery, please email our customer service team at [email protected]. Include your order number and details of the item you wish to return or exchange.
  2. Await Authorisation: Our team will respond promptly with a Returns Authorisation number and detailed instructions on where to send your parcel. Please do not send any items 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. Please 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. For your peace of mind, we highly recommend using a tracked shipping service.

Please note that original shipping costs are non-refundable, and you are responsible for the return shipping costs unless the return is due to an error on our part (e.g., a faulty or incorrect 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.

Exchanges

For exchanges (e.g., for a different size or colour), please follow the return process outlined 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.

Important Note on Non-Returnable Items

To ensure the health, safety, and integrity of our products, the following items 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. We thank you for your understanding.

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 sincerely apologise for the inconvenience and arrange a free return and replacement or full refund, including any associated shipping costs.

Need Further Assistance?

Our dedicated customer service team is here to ensure your experience is nothing short of wonderful. Please do not hesitate to contact us.

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