Extra Large & Jumbo | Reusable Keepsake DIY Cracker Sets | Snowberries

Despatch Times

We are mailing orders Monday to Friday, which are our “working days”.   All orders placed today will be mailed tomorrow and all orders placed over a weekend or bank holiday will be mailed on the following working day.  

When we get close to the big day itself, we will always do our best to get orders in the post as quickly as possible.  We do offer faster delivery options to help you with urgent orders too…

We operate from the UK, not Lapland, and currently mail orders to the UK only.

The delivery costs below apply to all addresses with a UK postcode, including Northern Ireland and the Channel Islands.

If you have any questions regarding our delivery options, please contact us.

We use either Royal Mail or Parcelforce for all deliveries. To date, we have been unable to replicate Santa’s successful use of a sleigh for parcel deliveries…

 

Delivery Options

Standard Delivery - expected delivery 2-3 days from despatch

The charge made for this service £4.80.

Express Delivery - expected delivery 1-2 days from despatch

The charge made for this service is £5.71.

RM48 Tracked Mail - expected delivery 2-3 days from despatch

This is not a guaranteed day delivery service. 

The charge made for this service is £5.55.

RM24 Tracked Mail - expected delivery 1-2 days from despatch

This is not a guaranteed day delivery service.

The charge made for this service is £6.46.

Next Working Day Delivery

Order by 1PM on any working day for delivery before the end of the following working day.

The delivery service used for this option is Royal Mail Special Delivery which will be delivered at any time before the end of the following working day.

We do also offer a service below that is guaranteed for delivery before 1PM the next day.

Orders placed after 1PM on any working day will be despatched the following working day, for example an order placed after 1PM on Friday will be despatched on Monday for delivery on Tuesday.

PLEASE NOTE:

• Working days for despatch are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.
• Personal addresses - Working days for delivery are Monday to Saturday only and excludes Sundays and all UK public holidays.
• Business addresses - Working days for delivery are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.

Cost is based on the weight of the items in your shopping basket, you will be able to review this in the shopping basket screens. 

Next Working Day Delivery by 1PM

This service uses Royal Mail Special Delivery. 

Any order placed by 1PM on any working day will be delivered the following working day before 1PM.

Orders placed after 1PM on any working day will be despatched the following working day.  As an example, an order placed after 1PM on Friday will be despatched on Monday for delivery on Tuesday.

Notes for Special Delivery:

• Working days for despatch are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.
• Personal addresses - Working days for delivery are Monday to Saturday only and excludes Sundays and all UK public holidays.
• Business addresses - Working days for delivery are Monday to Friday only and excludes Saturdays, Sundays and all UK public holidays.

The cost for this service is based on the weight of the items in your shopping basket, you will be able to review this, along with other postage options, in the checkout screens.  

 

Collection in Person

Sorry, we do not have retail premises and do not offer collections at the current time.

 

Busy Periods & Weather Issues

Whilst the snow never seems to make a difference to Santa, both Royal Mail and Parcelforce are sometimes impacted by this. 

Similarly, Santa seems to relish the task of delivering billions of parcels in one night but postal carriers do sometimes struggle with seasonal surges in volumes.  

Please allow adequate delivery time when placing your order in the weeks building up to Christmas or during other problematic times for the delivery services, such as extreme weather conditions.

Customer Satisfaction

 

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 returns@homeatchristmas.co.uk, 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 returns@homeatchristmas.co.uk. 

 

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 returns@homeatchristmas.co.uk, 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

Blackhill Road

Holton Heath Trading Park

Dorset

BH16 6NL

 

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:

 

Exchanges

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 returns@homeatchristmas.co.uk. 

 

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.

 

Damages

We take great care to ensure our parcels are packed so that your items arrive in perfect condition, however sometimes damage does occur in transit.

In this instance, please email us immediately, with your order number, full details of the damaged item with photos if possible and information on how the item was packaged. Please do not dispose of the item and packaging until we have dealt fully with your enquiry, as it may be needed.

In the event of items being damaged or broken in transit, we reserve the right to refund for the damaged proportion of the order without the need to return these.

Incorrect Items

We’re not perfect!  We do scan every item as it is packed but even technology isn’t perfect!

If you have received the incorrect item, please send us an image of it, within the timeframes above, and we will resolve this for you.

Where the incorrect item is a discontinued or sale item we would not normally resend the item.

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 returns@homeatchristmas.co.uk.   Please include your order number in your message and we will investigate this and let you have an update promptly.

 

Working Days

 

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.