At Country Christmas Loft, we pour our heart into selecting and curating heirloom-quality pieces to become part of your family’s cherished traditions. We want you to be completely delighted with your purchase. If something isn’t quite right, our family is here to help make it right.
Our Promise to You
We stand behind the quality of every Christmas village piece, ornament, toy, and decor item we offer. If you receive an item that is damaged, defective, or incorrect, please contact us immediately. For items that simply aren’t a perfect fit, we offer a straightforward return and exchange process within 15 days of your receipt of the order.
Return & Exchange Process
To initiate a return or exchange, please follow these steps:
- Contact Our Family: Within 15 days of receiving your order, please email our customer service 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.
- Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for packaging and shipping your return.
- Package Securely: Please repackage the item in its original packaging, including all accessories, documentation, and any certificates of authenticity. For fragile items like Department 56 villages, Angel Ornaments, or Building Ornaments, please use ample protective padding.
- Ship the Return: Ship the package to the address we provide. We strongly recommend using a trackable and insured shipping service. The customer is responsible for return shipping costs unless the return is due to our error (wrong or damaged item).
- Processing: Once we receive and inspect the returned item, we will process your exchange or refund. You will receive an email notification.
Refund Timeline & Method
Refunds will be issued to the original payment method used for the purchase.
- Credit/Debit Card (Visa, MasterCard, JCB) & PayPal: Refunds are processed immediately upon approval. Please allow 5-10 business days for the refund to appear on your statement, depending on your financial institution’s processing times.
- The original shipping fee is non-refundable for returns that are not due to our error.
- For exchanges, we will ship the replacement item via your original shipping method once the return is received. If the exchange item is of higher value, we will invoice you for the difference.
⚠️ Important Notes & Non-Returnable Items
To preserve the magic and integrity of our collections, certain items cannot be returned or exchanged for reasons of hygiene, safety, or personalized nature:
- Personalized or Custom Items: Any ornament or product that has been personalized, monogrammed, or custom-made upon your request.
- Opened Arts & Crafts Kits & Activity Sets: Due to the nature of their components, these items cannot be returned once opened or used.
- Final Sale Items: Any item marked as “Final Sale” at the time of purchase.
- Items Not in Original Condition: Items that are not returned in their original, unused, unassembled condition with all tags, packaging, and documentation intact. This is especially important for collectibles like Christmas Villages and Animal Ornaments.
Damaged or Defective Items: If you receive a damaged or defective item, please contact us within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.
Return Request Email Template
To help you get started, here is a template you can use when contacting us. Simply copy, paste into an email, and fill in the bracketed information.
We’re Here to Help
Your satisfaction is the heart of our family business. If you have any questions about our policy or need assistance with a return, please don’t hesitate to reach out.
Email: [email protected]
Mail: Country Christmas Loft, 3995 Poco Mas Drive, Dallas, TX 75202, USA
Response Time: We typically respond within 1-2 business days.