At Christmas Loft Shop, we want your holiday experience to be as magical as the twinkling lights on your Christmas tree. While we carefully curate each Department 56 village piece, Christmas ornament, and festive decoration to bring you joy, we understand that sometimes an exchange or return may be necessary.

Our Return Policy

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.

Important Note: Due to the delicate and collectible nature of some items, certain products cannot be returned or exchanged for safety and quality assurance reasons.

Non-Returnable Items

The following items are final sale and cannot be returned or exchanged:

  • Christmas Lights (opened packages due to electrical safety concerns)
  • C7 Bulbs & Cords (electrical components for safety reasons)
  • Personalized Items including “Baby’s First Christmas” ornaments
  • Opened Cards & Calendars
  • Any collectibles from Department 56 series that have been removed from original packaging

Return & Exchange Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Email our customer service elves at [email protected] within 15 days of receiving your order. Use the template below to ensure we have all necessary information.
  2. Receive Authorization: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and return instructions.
  3. Package Your Item: Carefully repackage the item in its original packaging with all included materials. Include a copy of your order confirmation.
  4. Ship Your Return: Send the package to our holiday headquarters at:

    Christmas Loft Shop Returns
    8673 Burkitt Place Dr
    Nolensville, TN 37135, USA
  5. Processing: Once we receive your return, we will inspect the item and process your refund or exchange within 3-5 business days.

Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (such as shipping the wrong item or a defective product). We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

Refund Information

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Refund Timeline: If approved, your refund will be processed within 3-5 business days, and a credit will automatically be applied to your original method of payment through our secure payment partners (Visa, MasterCard, JCB, or PayPal).

Important: Depending on your credit card company or PayPal account, it may take additional time for the refund to appear on your statement—typically 5-10 business days after we process the refund.

Exchange Requests

For exchanges, the process is similar to returns. Please indicate in your email whether you would like to exchange for a different item or size (if available). If the exchange item costs more than the returned item, you will need to pay the difference. If it costs less, we will refund the difference.

Return Request Template

Copy and paste the template below into your email to [email protected] to ensure we have all necessary information to process your request quickly:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Christmas Loft Shop Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to Return/Exchange: [Product Name(s) and Quantity] Reason for Return/Exchange: [Please provide details] I have reviewed the return policy and confirm that the item(s) are in original condition and packaging. Please provide instructions for returning the item(s) and any RMA number required. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Need Help with Your Return?

Our customer service elves are here to make your return experience as joyful as hanging Christmas stockings by the fireplace!

Email: [email protected]
Address: 8673 Burkitt Place Dr, Nolensville, TN 37135, USA
Response Time: We typically respond within 1-2 business days

From our Christmas family to yours, we thank you for choosing Christmas Loft Shop for your holiday celebrations. We’re committed to ensuring your experience with us is filled with the same magic and joy that our Department 56 villages and twinkling lights bring to homes worldwide.