At Ornaments Store, we pour our heart into every product, from our enchanting Angels & Cherubs to our majestic Artificial Christmas Trees, to ensure your holiday is nothing short of magical. We understand, however, that sometimes an item might not be the perfect fit for your festive vision. That’s why we offer a straightforward and joyful returns process.

Our Return Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your delivery. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it. You’ll also need the receipt or proof of purchase.

Please Note: Due to the nature of seasonal and personal use items, we cannot accept returns on the following products once they have been opened or used:
  • Advent Calendars (any opened or used calendars)
  • Artificial Snow (opened containers)
  • Candles (for health and safety reasons)
  • Animated & Musical items that have been removed from their original packaging and operated.
All returned items must have all original tags attached and be in resellable condition.

How to Initiate a Return or Exchange

To start your return or exchange, please follow these simple steps:

  1. Contact Us: Within 15 days of receipt, please email our friendly customer service team at [email protected]. Use the template below to ensure we get all the information we need to help you quickly!
  2. Wait for Instructions: We will email you within 2 business days with a Return Authorization Number and instructions on where to send your package. Returns sent without an authorization number cannot be processed.
  3. Ship Your Item: Carefully pack the item(s) in its original packaging and mail it to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it arrives back with us.

Return Shipping Costs

For returns due to our error (e.g., incorrect item shipped), we will provide a prepaid shipping label. For all other returns, the customer is responsible for the cost of return shipping. The original shipping fee is non-refundable.

Refunds

Once we receive and inspect your returned item, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed automatically to your original method of payment. Please allow:

  • Credit/Debit Cards (Visa, MasterCard, JCB) & PayPal: 5-10 business days for the refund to appear on your statement, depending on your card issuer’s or PayPal’s processing time.

Exchanges

We are happy to exchange items for a different size or color, subject to availability. To process an exchange, please follow the return process above. Once we receive your original item, we will ship out the new one. If the new item is of a higher value, we will charge the difference; if it is of lower value, we will refund the difference.

Return/Exchange Request Email Template

Copy and paste the text below into an email to [email protected] to get started!

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Ornaments Store Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Product Name: [e.g., Artificial Garland, 6ft] Reason for Return/Exchange: [Please specify reason] I have read and understand the Returns & Exchanges policy. Thank you, Your Name: Your Email:

Need More Help?

Our elves in Philadelphia are always here to spread cheer and help with any questions. Don’t hesitate to reach out!

Ornaments Store
1194 Renwick Drive
Philadelphia, US 19107
Email: [email protected]

Thank you for letting us be a part of your holiday decorating! We’re committed to making your experience as joyful and bright as the season itself.

Warmly,
The Ornaments Store Team