At Spode Xmas Store, we take great pride in the quality of our Christmas treasures and want you to be completely delighted with your purchase. However, we understand that sometimes an item may not be quite right. This policy outlines our straightforward process for returns and exchanges, designed with the festive spirit in mind.

Our Returns & Exchanges Promise

We gladly accept returns and exchanges for most items within 15 days of you receiving your delivery. Our goal is to make the process as magical and hassle-free as your holiday shopping experience.

Please Note: To be eligible for a return or exchange, your item must be unused, in its original packaging, and in the same condition that you received it. You will also need the original proof of purchase.

The Returns & Exchanges Process

Follow these simple steps to initiate a return or exchange:

  1. Contact Us: Within 15 days of receipt, please email our customer service team at [email protected] with your order number and details about the product you would like to return or exchange. You can use the template provided below.
  2. Wait for Instructions: We will respond promptly with a Returns Authorisation Number and specific instructions on where to send your item.
  3. Package and Ship: Securely package the item in its original packaging, include a copy of your proof of purchase, and clearly write the Returns Authorisation Number on the outside of the box. Ship the package to the address we provide. Please note that return shipping costs are the responsibility of the customer, unless the return is due to an error on our part (e.g., wrong item sent).
  4. Processing: Once we receive and inspect the returned item, we will process your refund or dispatch your replacement exchange item.

Items That Cannot Be Returned

Due to their nature, the following products are final sale and cannot be returned or exchanged unless they arrive damaged or defective:

  • Christmas Crackers (as they are consumable/seasonal novelties)
  • Christmas Gift Tags (as they are personalised/low-value consumables)
  • Any food or edible items (if offered).

For all other items, including our beautiful Christmas Hanging Ornaments, Christmas Figurines (including Beatrix Potter Peter Rabbit), Christmas Musicals/Snow Globes, Christmas Glass Trees, and Christmas Decorative Plates/Vases, our standard returns policy applies.

Refund Timing and Method

We aim to process refunds within 5-7 business days after we receive the returned item and confirm its condition.

  • Your refund will be issued to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal).
  • Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
  • Please note that original shipping fees are non-refundable.

Exchanges

If you need to exchange an item for a different size or colour, please indicate this in your email. We will process the exchange as soon as we receive the original item back. If the exchange item is of a different value, we will process a partial refund or charge for the difference accordingly.

Damaged or Incorrect Items

If your order arrives damaged or if we have sent the incorrect item, please contact us immediately at [email protected]. We will apologise for the error and arrange for a pre-paid return shipping label and send out the correct replacement at no extra cost to you.

Returns & Exchanges Request Email Template

To help you get started, please feel free to use and adapt the template below when contacting us.

Subject: Returns & Exchanges Request – Order #[Your Order Number] Dear Spode Xmas Store Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Your Order Number] Name: [Your Full Name] Email Address: [The email you used to order] Product Name: [Name of the product you are returning] Reason for Return/Exchange: [Please provide a brief reason, e.g., incorrect size, changed mind, damaged upon arrival] I would like to: [Select one] – [ ] Receive a refund – [ ] Exchange for [Please specify the replacement product name or variant] Please provide me with the Returns Authorisation Number and the shipping address to send the item to. Thank you, [Your Name] [Your Phone Number – Optional]

Return Shipping Address

Please do not send returns to our company address without first contacting us and receiving a Returns Authorisation Number. Once your return is authorised, we will provide you with the correct shipping address for returns, which may differ from our business address below.

Spode Xmas Store
49 Whiting Way
Wells, GB CH7W 1YB

If you have any questions at all about returning an item, our friendly customer service team is here to help make it right. Contact us at [email protected].

Thank you for shopping with Spode Xmas Store. We wish you a joyful and festive season!