Returns & Refunds
You are welcome to return any festive ornament or piece purchased from Festivetreecraft within 30 days of receipt, for any reason. The details below outline our standards, the procedure to follow, applicable carriage responsibilities, and our reimbursement schedule.
Conditions
Festive decorations must be returned within exactly 30 days from delivery, complete in original protective boxing, unused, unhung, free of cosmetic defects, and with all artisan labels and ribbons attached.
Procedure for submitting a return
- Email [email protected] with the original order number and return reason
- Receive the formal Return Merchandise Authorisation (RMA) along with United Kingdom warehouse return instructions
- Repack the craft items securely into original protective internal packaging and outer cartons
- Obtain the refund via bank transfer within 3 to 10 business days after the returned goods pass physical inspection
Who pays return shipping
Should an ornament arrive damaged, defective, or incorrect, our house assumes all carriage costs by providing a prepaid shipping label or booking a courier collection. If you simply decide not to keep the piece, return shipping is your responsibility, with no other deductions applied.
Refund timing and method
Your reimbursement will be issued within 3 business days once the goods pass inspection. Orders settled by cash on delivery will be reimbursed through bank transfer to your nominated account, while direct bank transfers are credited to the originating account. Financial institutions typically credit such funds within 1-5 business days.
Our approach across particular circumstances
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Delivery of the correct piece and collection of the erroneous article | None |
| Parcel lost | Order re-dispatch or complete reimbursement following postal inquiry | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Full reimbursement of the purchase price | Return shipping only |
Exchanges
If you wish to exchange a piece for another style, size, or ornament, please carry out the return process and submit a separate order. We will reimburse the returned piece promptly upon arrival. Should the exchange stem from our clerical error, carriage for the replacement will be provided without charge.
Cancelling an order
You may cancel your purchase without charge at any point prior to fulfillment and dispatch. Please email [email protected] with your order number. Once a parcel has left our workshop, standard return conditions will govern.
Questions about this policy
You may write to [email protected] or telephone +44 1603 838 702 during Mon-Thu 07:45-17:15, Fri 07:45-16:15, Sat 09:15-12:45. We reply to all communications within one business day.
- Merchant
- Festivetreecraft Ltd.
- Registered address
- 15 St Benedicts Street, Norwich, NR2 4PE, United Kingdom
- [email protected]
- Phone
- +44 1603 838 702
- Working hours
- Mon-Thu 07:45-17:15, Fri 07:45-16:15, Sat 09:15-12:45
- Registration
- Company No. 05528995