At Spode Xmas Store, we are dedicated to making your festive shopping experience as magical and hassle-free as possible. From the moment you place your order to the unwrapping of your Christmas treasures, we’re here to ensure everything is just right.

Shipping Information

We are delighted to offer worldwide shipping (excluding Asia and a few remote regions).

Order Processing Time: Please allow 1-2 business days for us to carefully prepare your order for shipment.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx.
    Delivery: 10-15 business days after dispatch.
    Cost: £12.95
  • Free Shipping: Available on orders over £50, shipped via EMS.
    Delivery: 15-25 business days after dispatch.

Our Returns & Exchanges Promise

We want you to be completely delighted with your Christmas treasures. If an item isn’t quite perfect, we gladly accept returns and exchanges for most items within 15 days of you receiving your delivery.

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 friendly customer service team at [email protected] with your order number and product details. Feel free to use our email template 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.
    Return Shipping Costs: These 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.

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.

Items That Cannot Be Returned

Due to their seasonal or personal 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.

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

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.

If you have any questions at all, 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!