At Holiday Glow, we want your Christmas shopping experience to be as magical as the season itself. While we strive to ensure every ornament, tree, and decoration brings joy to your home, we understand that sometimes items need to be returned or exchanged.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of your receipt of items. To be eligible, items must be in their original condition – unused, unassembled, and in their original packaging with all tags attached.

Non-Returnable Items

To ensure the health and safety of all our customers, the following items cannot be returned or exchanged:

  • Artificial Christmas Trees (once assembled)
  • Flocked Christmas Trees (due to their delicate nature)
  • Christmas Lights (if packaging has been opened)
  • Collectible Ornaments (special edition items)
  • Glass Ornaments (unless damaged upon arrival)
Please Note: For health and safety reasons, we cannot accept returns on items that show signs of use or have been removed from their original packaging.

How to Initiate a Return or Exchange

Follow these simple steps to request a return or exchange:

  1. Contact Our Elves: Email our customer service team at [email protected] within 15 days of receiving your order
  2. Provide Details: Include your order number, the item(s) you wish to return, and the reason for return
  3. Receive Instructions: We’ll email you with return authorization and shipping instructions
  4. Ship Your Return: Package the item securely and ship to our address (you’ll receive a return label for defective items)
  5. Processing: Once we receive your return, we’ll 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 or a defective product. For exchanges of the same value, we’ll cover the shipping costs to send your new item.

Refund Timeline & Method

Refunds will be processed to your original payment method within 7-10 business days after we receive and inspect your returned item. The refund will appear on your statement based on your financial institution’s processing times:

  • Credit Card Payments: 3-5 business days after we process refund
  • PayPal Payments: Usually within 24 hours of processing
  • JCB Payments: 5-7 business days after processing

Return Request Template

Use this template when emailing our customer service elves:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Holiday Glow Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Items to Return/Exchange: – [Item Name 1] – [Item Name 2] (if applicable) Reason for Return/Exchange: [Please provide details] I understand the return policy and confirm that the items are in their original condition and packaging. Please provide further instructions for completing this process. Thank you, [Your Full Name] [Your Phone Number]

Damaged or Incorrect Items

If you receive a damaged item or the wrong product, please contact us immediately at [email protected]. We’ll arrange for a prepaid return label and expedite your replacement at no cost to you.

Need Help?

Our customer service elves are here to make your return experience as smooth as fresh-fallen snow!

📧 Email: [email protected]

📬 Mail: Holiday Glow, 1813 Clover Drive, Colorado Springs, CO 80903, United States

Please allow 24-48 hours for our team to respond to your inquiries.

May your holiday season remain bright, even when returns are needed! 🎄✨