Returns & Refunds
We will do everything that we can to get your orders delivered to you in a timely way and in perfect condition.
We pick everything carefully, check these and pack them with care. Everything that Santa does, just without the stocking and gift bows!
Despite our best efforts, mistakes and damages do, regrettably, occasionally happen. If this does happen, we will do our absolute best to fix it.
Of course, you may also have changed your mind, or had one too many of the mulled wines when placing your order…. That’s no problem…
For all enquiries regarding returns and refunds, please read the guidelines below and then message us at email@example.com, with as much information as possible and pictures, if relevant. We will then get back to you within one working day.
Cancellations & Alterations Before Despatch
Our orders are all released to our warehouse for picking and packing by our Christmas elves at 8am and 12pm (midday) each day, which may include weekends and bank holidays during busy periods.
If you have placed an order, where this will not have been passed to our busy elves to pick and pack, and wish to cancel or change this, please send us full details to firstname.lastname@example.org.
After the order has been released to our warehouse, no changes or cancellations are possible to the order, sorry. However, please feel free to return these upon receipt.
Returns Where You Change Your Mind
It’s no problem if you find the items you have ordered are unsuitable. Please just send us a message to email@example.com, letting us know that you are returning the items for a refund. Please include your order number in your message, together with details of which items are being returned. You do not need to wait for an acknowledgement.
Please send a printed copy of your message with the goods, so that we know what we are doing with the items and can process this quickly for you.
The items must be returned unused, in the original undamaged product packaging and received by us within 30 days of your receipt of the order. Please ensure that you protect the items to avoid damage in transit. Santa can deliver gifts without any padding or protection but postal carriers generally can’t!
Please return the parcel to:
Home at Christmas - Returns
Unit 12 Glenmore Business Park
Holton Heath Trading Park
The costs for the return of these items is your responsibility. We suggest that you obtain a receipt of posting, for your own protection, from the Post Office or other carrier, which is provided free of charge.
Refunds, by the same method as used to pay, will be processed within 3 to 5 days of our receipt of the goods:
If you have purchased the wrong item and would like an exchange, again this is no problem. It happens to us all….
Please return the goods in the normal way and a refund will be issued, as set out above.
Please then complete a new order for the items that you require, in the normal way.
Dissatisfaction With Your Purchase
Everything you receive should be be in perfect condition and matching the listing on our site.
If you do receive items that are not what you were expecting, please message us immediately at firstname.lastname@example.org.
Please include your order number and pictures of any problems. We will do our best to provide you with a meaningful response within one working day.
It is important that you retain the goods and all internal and external packaging at this stage, we will let you know the next steps.
If it is our error, or the error of our carriers, we will sort it! We do everything we can to avoid mistakes and problems but, where these regrettably do occur, we will fix it for you.
Your Goods Have Not Arrived
Unlike Santa, Royal Mail and Parcelforce do occasionally, regrettably, miss a delivery window.
We would ask you to bear with the delivery companies during busy periods, especially Christmas, and where weather is known to be causing disruption to transport and deliveries.
If you need help regarding your delivery, please reach out to us at email@example.com. Please include your order number in your message and we will investigate this and let you have an update promptly.
We are here to help with your enquiries from Monday to Friday each week, between 9am and 4pm, excluding UK public holidays - especially the big ones that happen every December!
Your Statutory Rights
The above statements all apply in addition to any other statutory rights.