Return Policy – Christmas Vibe Co.

Our Commitment to Your Satisfaction
At Christmas Vibe Co., we understand that each Department 56 collectible represents more than just a purchase—it’s a potential family heirloom and an important addition to your holiday traditions. We take immense pride in the quality and authenticity of every piece we curate, and we want you to be completely delighted with your purchase. Our comprehensive return policy is designed with this understanding at its core, ensuring a fair, transparent, and straightforward process should you ever need to return an item.

Return Eligibility and Timeframe
We accept returns of most items within 60 days of the delivery date, providing you with ample time to carefully inspect your collectibles and ensure they meet your expectations. To be eligible for a return, items must be in their original, unworn condition, with all tags still attached and the original packaging intact. This includes the original product boxes, styrofoam inserts, and any accompanying documentation or certificates of authenticity. We meticulously inspect all returned items to ensure they maintain the same pristine condition in which they were shipped.

Non-Returnable Items
To protect all our customers and maintain the collectible integrity of our products, certain categories are not eligible for return. These include:

• Items marked as “final sale” or “clearance”
• Products that show any signs of display, including dust or minor handling
• Collectibles with damaged, removed, or altered tags
• Items that have been removed from their original packaging
• Limited edition or retired pieces that were specifically described as non-returnable at the time of purchase
• Products purchased more than 60 days prior to the return request

Initiation of Returns Process
To begin a return, please visit our Returns Portal at christmasvibeco.com/returns and complete the online return request form. You will need your original order number and the email address used to place the order. Within 24-48 business hours, you will receive a return authorization email with detailed instructions and a prepaid return shipping label. This streamlined process ensures your return is properly documented and processed efficiently.

Packaging Requirements for Returns
The careful packaging of returns is crucial for the protection of these delicate collectibles. Items must be returned using their original packaging materials, including the protective styrofoam inserts and product boxes. We strongly recommend using the original shipping box or one of similar sturdiness. Each piece should be individually wrapped in bubble wrap and securely positioned within the box to prevent movement during transit. Returns that arrive damaged due to insufficient packaging may be subject to reduced refund amounts.

Refund Processing Timeline
Once we receive your return at our fulfillment center, please allow 5-7 business days for our quality control team to inspect the items. After inspection approval, we will process your refund within 3-5 business days. You will receive an email confirmation once the refund has been issued. Please note that depending on your financial institution, it may take an additional 3-10 business days for the refund to appear in your account. The original shipping charges are non-refundable, except in cases of our error.

Damaged or Defective Items
In the rare event that you receive a damaged or defective item, please contact our Customer Care team within 14 days of delivery at [email protected]. Include your order number, photographs of the damage, and images of the packaging materials. We will promptly arrange for a return shipping label and expedite either a replacement shipment or full refund, including all original shipping charges. Our goal is to resolve such situations quickly and to your complete satisfaction.

Return Shipping Costs and Methods
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We provide prepaid return labels through our returns portal for your convenience, with the cost deducted from your refund amount. For international returns, customers are responsible for all customs duties, taxes, and return shipping costs. We recommend using a trackable shipping service with insurance, as we cannot guarantee receipt of uninsured return packages.

Exchange Requests
While we do not process direct exchanges, we are happy to facilitate an exchange by processing your return and enabling you to place a new order for the desired item. This process ensures you receive the correct item more quickly and helps avoid potential inventory issues. During high-volume periods, we may waive restocking fees for exchanges to ensure your complete satisfaction.

Special Considerations for Collectors
We understand that Department 56 collectibles hold special significance for serious collectors. If you have concerns about a piece’s paint application, glaze consistency, or other minute details that affect display quality, please contact our collector relations specialist directly. We maintain detailed records of each piece’s production details and can often provide specific information about manufacturing variations or help source a replacement with particular characteristics.

Holiday Season Extension
Recognizing that many purchases are intended as gifts, we extend our return period for items purchased between November 1st and December 25th. These items may be returned until January 31st of the following year, providing recipients ample time to evaluate their gifts. All other return conditions and requirements still apply to holiday period purchases.

Restocking Fees
Most returns are not subject to restocking fees. However, items returned after 30 days may incur a 15% restocking fee, and customized or special order items may be subject to a 25% restocking fee if returned. We waive all restocking fees for returns resulting from errors on our part or for damaged/defective merchandise.

Contact Information
For return-related questions or to check the status of an existing return, please contact our customer service team through the returns portal on our website. Our dedicated returns specialists are available Monday through Friday, 9:00 AM to 6:00 PM PST, to assist you. We strive to make every aspect of your collecting experience with Christmas Vibe Co. exceptional, from selection to delivery and, when necessary, through the return process.