Preserving the Joy of Your Holiday Traditions

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, curating, and delivering each item to you. This policy is designed with the same spirit of care and tradition, ensuring your holiday collecting experience remains joyful and secure.

Shipping Information

We are proud to serve collectors globally (excluding Asia and certain remote regions). Our goal is to get your holiday treasures to you safely and efficiently.

Order Processing Time

All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Delivery Timeframes

We offer two primary shipping options to accommodate your needs:

  • Standard Shipping:
    • Carrier: DHL or FedEx
    • Cost: $12.95 (flat rate)
    • Estimated Delivery: 10-15 business days after shipment.
  • Free Shipping:
    • Carrier: EMS
    • Availability: Automatically applied to all orders over $50.
    • Estimated Delivery: 15-25 business days after shipment.

Please Note: Delivery times are estimates and may vary due to customs processing, holidays, or unforeseen carrier delays. International customers are responsible for any applicable customs duties or taxes.

Returns & Exchanges Policy

We want you to be completely delighted with your holiday treasures. Should an item not meet your expectations, our policy is designed for a smooth and respectful process.

Policy Overview

  • Return Window: Returns and exchanges are accepted 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, tags, and accessories included.
  • Return Shipping Cost: Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., incorrect item shipped) or a damaged/defective product.
  • Original Shipping Fees: Standard shipping fees ($12.95) are non-refundable. For free shipping orders, the refund will be for the item value only.

Step-by-Step Return/Exchange Process

  1. Initiate Your Request: Within 15 days of delivery, contact our Customer Care team at [email protected] with your order number and item details. You may use the template provided at the bottom of this page.
  2. Receive Authorization & Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed return instructions.
  3. Package Securely: Repackage the item securely in its original packaging with all materials. Include a copy of your order confirmation or the RMA number inside the box.
  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.

Refund Timeline & Method

  • Processing: Refunds are processed within 1-2 business days of our receipt and inspection of the returned item.
  • Method: Refunds are issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Total Timeline: The funds typically take an additional 5-10 business days to appear in your account, depending on your financial institution.
  • Exchanges: For exchanges, the replacement item will be shipped via your chosen method once the return is approved. Any price difference will be charged or refunded accordingly.

Non-Returnable Items

To preserve the integrity, safety, and personal nature of our collectibles, the following 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 stated above.

Return/Exchange Request Email Template

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

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Department 56 Shop Customer Care Team,

I would like to request a [return / exchange] for an item from my recent order.

Order Number: [Please insert your order number] Date of Delivery: [Date you received the package] Item Name: [Full product name as listed on the website] Reason for Return/Exchange: [Please provide a brief explanation]

I have reviewed the Returns & Exchanges policy and confirm that the item is in its original, unused condition with all packaging and materials included.

Please provide the Return Merchandise Authorization (RMA) number and instructions for proceeding.

Thank you for your assistance.

Sincerely,
[Your Full Name] [Your Phone Number – Optional]

Contact Us

For any questions regarding shipping, returns, exchanges, or your order, please do not hesitate to reach out. We are here to help.

Department 56 Shop
Email: [email protected]
Address: 200 West Center Street, Manchester, US 06040

We appreciate your trust in us as you build your family’s holiday traditions, one cherished collectible at a time.