Return & Refund Policy

We want you to love what you buy from us. If something isn't right, we'll do our best to sort it out quickly and fairly. Please read this page before requesting a return — it explains how our returns work, including some things that are specific to us.

Before you return anything — contact us first

All returns must be authorised by us before you ship anything back.

Email hello@christmasspins.com with your order number and the reason for the return. We'll reply with a return authorisation and the correct return address.

Items sent back without authorisation cannot be tracked to your order, may not be accepted, and may not be refunded. Please don't ship anything until you've heard from us.

Returns are shipped internationally

Please read this carefully before requesting a return.

Our fulfilment and returns centre is located overseas. This means:

• Returned items must be shipped internationally, not to a domestic address.
• You are responsible for the cost of return shipping. For most international return shipments this is typically USD $40–$70, depending on your location and the service you choose.
• International returns usually take 3–6 weeks to arrive at our facility.
• We can only issue a refund once the item has arrived and been inspected.

For lower-value items, the cost of returning the item is often more than the item itself. If that's the case, tell us — in many situations we can offer a partial refund, a replacement, or store credit without you shipping anything back. Just ask before you spend money on postage.

What can be returned

We accept returns within 30 days of delivery, provided:

• The item is in its original condition and not damaged through use
• All original packaging, discs, cables and accessories are included
• You have your order number or order confirmation email

We can't accept returns on items that have been damaged after delivery, are missing parts, or are outside the 30-day window.

Christmas extension: Orders placed between 1 November and 25 December have their return window extended to 31 January.

What's included in your order — bundles and free items

Some of our products are sold as bundles, where additional items are included at no extra cost.

The quantity you receive is the quantity listed on your order confirmation email. Free or discounted bundle items are part of the advertised package — they are not additional to the items shown in the product photographs. Product images are illustrative of the complete package as described.

If you'd like more than one of any item, additional quantities are available to purchase separately on the product page.

If you believe your order arrived with fewer items than your order confirmation lists, email us within 7 days of delivery and we'll make it right.

Damaged or faulty items

If your item arrives damaged or doesn't work, email hello@christmasspins.com within 7 days of delivery with:

• Your order number
• A photo or short video showing the problem

We'll assess it and arrange a replacement or refund. You will not need to return a faulty item at your own cost.

Reporting outside this window may limit what we're able to do, as we rely on carrier delivery timestamps when assessing claims. If your item develops a fault later, contact us anyway — warranty coverage may still apply.

Refunds

Once your return is received and inspected, we'll email you to confirm whether the refund has been approved.

Approved refunds are issued to your original payment method. Banks typically take 5–10 business days to post the funds after we process them — this is outside our control.

If more than 10 business days have passed since we confirmed your refund and you still haven't received it, contact us and we'll investigate.

Order cancellations

We begin processing orders quickly. You can cancel for a full refund within 3 hours of placing your order, provided it hasn't already entered fulfilment.

After that point we may not be able to stop the shipment. If you still want to cancel, contact us and we'll tell you what's possible.

Wrong or undeliverable addresses

It's your responsibility to enter a correct, complete delivery address at checkout.

Our couriers deliver to residential and business street addresses only. We cannot deliver to PO Boxes, parcel lockers, or pickup points. Orders placed to a PO Box may be returned to the carrier and, in most cases, cannot be recovered.

Please also include a phone number where the carrier can reach you. Some destinations — including the Middle East, and university or campus addresses — require a contact number and a building or unit number before the carrier will attempt delivery.

If a parcel is returned to the carrier because the address was incomplete, undeliverable, or a PO Box, we'll work with you to resolve it, but we may not be able to recover the original shipment.

Before you open a dispute with your bank

If something has gone wrong, please email us first at hello@christmasspins.com.

We resolve the overwhelming majority of issues within a couple of business days, and we'd much rather fix the problem than have you go through a lengthy dispute process. Chargebacks typically take 60–90 days to resolve and are slower than simply contacting us.

By placing an order you agree to contact us and allow us a reasonable opportunity to resolve the issue before initiating a payment dispute.

Your statutory rights

Nothing in this policy limits your rights under the consumer laws that apply where you live. If an item is faulty, not as described, or not fit for purpose, you may be entitled to a repair, replacement or refund regardless of the timeframes above.

Gifts

If an item was marked as a gift at purchase and shipped directly to you, an approved return will be issued as store credit for the value of the item.

Contact

Questions about returns or refunds: hello@christmasspins.com