At Country Christmas Loft, we are a family business dedicated to bringing heirloom-quality Christmas magic into your home. We understand that the items you choose are meant to become cherished parts of your family traditions, and we are committed to ensuring your complete satisfaction with every order.
Shipping Information
We carefully pack and ship your treasures with the utmost care to ensure they arrive safely at your doorstep.
Order Processing
All orders are processed within 1-2 business days (excluding weekends and holidays) after payment confirmation.
Shipping Methods & Delivery Times
We offer two reliable shipping options to serve you better:
- Standard Shipping: Shipped via DHL or FedEx.
- Delivery within 10-15 business days after shipment.
- Flat rate shipping fee: $12.95 USD.
- Free Shipping: Available on orders over $50 USD, shipped via EMS.
- Delivery within 15-25 business days after shipment.
Please Note: Delivery times are estimates and may vary due to customs processing, holidays, or unforeseen carrier delays. We currently ship globally but are unable to deliver to some remote regions and parts of Asia. You will receive a tracking number via email once your order ships.
Our Returns & Exchanges Promise
We stand behind the quality of every Christmas village piece, ornament, toy, and decor item in our collection. If you are not completely delighted, our family is here to help. We offer a straightforward return and exchange process for items that are damaged, defective, incorrect, or simply not a perfect fit.
Return/Exchange Window: Requests must be initiated within 15 days of you receiving the order.
The Return & Exchange Process
To ensure a smooth and efficient process, please follow these steps:
- Contact Our Family: Within 15 days of receipt, please email our customer service team at [email protected] with your order number and details about the item. A helpful email template is provided at the bottom of this page.
- 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 certificates of authenticity. For fragile collectibles 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 (e.g., wrong or damaged item sent).
- Processing: Once we receive and inspect the returned item, we will process your exchange or refund. You will receive an email notification upon completion.
Refund Timeline & Method
- Refunds are issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
- For Credit/Debit Cards & 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, integrity, and safety of our collections, the following items cannot be returned or exchanged:
- 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 must be returned unused, unassembled, and with all original tags, packaging, and documentation intact. This is especially critical for collectibles like Christmas Villages, Animal Ornaments, and other delicate figurines.
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, feel free to use this template when contacting us.
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Country Christmas Loft Family,
I would like to request a [return / exchange] for an item from my recent order.
- Order Number: [Please insert your order number]
- Item Name: [e.g., “Heritage Village Church”]
- SKU/Product Code: [If available]
- Reason for Return/Exchange: [e.g., “Defective,” “Incorrect item received,” “Not as expected”]
I have read and understand the Returns & Exchanges policy on your website. Please provide the RMA number and return instructions at your earliest convenience.
My preferred resolution is:
[ ] Refund to original payment method
[ ] Exchange for: [Please specify the exact product name/code]
Thank you for your assistance.
Sincerely,
[Your Full Name] [Your Phone Number – Optional]
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, 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.