Returns & Exchanges

At Department 56 Shop, we understand that the Christmas candleholders, collectible buildings, figurines, and ornaments you choose are more than purchases—they are the foundation of cherished memories and future heirlooms. We take immense care in crafting and curating each item, and we want you to be completely delighted with your holiday treasures.

Should an item not meet your expectations, our Returns & Exchanges policy is designed with the same spirit of care and tradition. Please review the following guidelines to ensure a smooth and respectful process.

• Return Window: We accept returns and exchanges within 15 days of the date you receive your order.
• Condition: Items must be returned in their original, unused, and undamaged condition, with all original packaging, certificates of authenticity, and tags included.
• Return Shipping: Customers are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect item shipped) or a damaged/defective product.
• Refund Method: Refunds will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
• Processing Time: Please allow 1-2 business days for us to process your return once it is received at our facility. After processing, refunds may take 5-10 business days to appear in your account, depending on your financial institution.

1. Initiate Your Request: Within 15 days of delivery, please contact our customer care team at [email protected] with your order number and details about the item you wish to return or exchange. You may use the template provided below.
2. Receive Authorization & Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to our address.
3. Package Securely: Please repackage the item securely in its original packaging, including all accessories and documentation. Include a copy of your order confirmation or the RMA number inside the package.
4. Ship Your Return: Ship the package to the address we provide. We strongly recommend using a trackable and insured shipping service, as we cannot be responsible for items lost in transit.
5. Confirmation & Resolution: Once we receive and inspect your return, we will notify you via email. If approved, your refund will be processed, or your exchange item will be prepared for shipment.

To preserve the integrity and safety of our collectibles, certain items cannot be returned or exchanged:

• Personalized or Custom-Made Items: Any ornament, figurine, or other product that has been personalized or customized at your request.
• Opened Seasonal Decor with Electrical Components: Specifically, Indoor String Lights that have been removed from their original packaging and/or used, due to safety and testing considerations.
• Final Sale Items: Any item explicitly marked as “Final Sale” at the time of purchase.

All other items from our collections—including Christmas Candleholders, Collectible Buildings, Figurines, Ornaments, Snow Globes, Wreaths, Garlands & Swags, and Wreath Hangers—are returnable provided they meet the condition requirements above.

To streamline your request, please copy and paste the template below into an email to [email protected] and fill in the bracketed information.

• Timeline: Refunds are processed within 1-2 business days of our receipt and inspection of the returned item. The funds will then be returned to your original payment method (Visa, MasterCard, JCB, or PayPal). The total time for the refund to be reflected in your account is typically 5-10 business days from our processing date, depending on your bank or payment provider.
• Original Shipping Costs: Standard shipping fees ($12.95) are non-refundable. If you qualified for free shipping (on orders over $50), the value of the returned item(s) will be refunded, minus any deductions for non-returnable items or restocking fees if applicable.
• Exchanges: For exchanges, we will ship the replacement item via your chosen shipping method once the return is approved. Any price difference will be charged or refunded accordingly.