At Hallmark Online Shop, we believe every celebration should be perfect, and that includes your shopping experience with us. If for any reason you’re not completely satisfied with your purchase, we’re here to help make things right with the same care and attention we put into crafting our beautiful products.
Return & Exchange Timeframe
We gladly accept returns and exchanges within 15 days of receiving your order. To be eligible for a return, your item must be unused, in its original packaging, and in the same condition that you received it.
Non-Returnable Items
Due to the personal and seasonal nature of certain products, the following items cannot be returned or exchanged:
- Keepsake Ornament Club items (personalized membership products)
- Gift Ornaments with personalized elements
- Opened Party Kits and Party Favors
- Used Party Decorations
- Opened Gift Bag Sets
Return Process
Step-by-Step Return Instructions:
- Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order
- Provide Information: Use the return request template below to ensure we have all necessary details
- Wait for Authorization: We’ll respond within 24 hours with a return authorization number and shipping instructions
- Package Your Items: Securely pack the items in their original packaging with all tags attached
- Ship Your Return: Send the package to our return address (provided in your authorization email)
- Track Your Return: Keep your shipping receipt until your refund is processed
Refund Information
Once we receive and inspect your return, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method:
- Credit Card Payments: Refunded to your Visa, MasterCard, or JCB account
- PayPal Payments: Refunded to your PayPal account
Please note that original shipping fees are non-refundable, unless the return is due to our error.
Exchange Process
For exchanges, follow the same return process above and specify the item you’d like to exchange for in your return request. We’ll ensure your new item ships as soon as we process your return.
Return Request Template
To expedite your return process, please use the following template when contacting us:
Subject: Return Request – Order #[Your Order Number]
Dear Hallmark Customer Care Team,
I would like to request a return/exchange for my recent order.
Order Number: [Your Order Number]
Date Received: [Date You Received Order]
Items to Return: [List items with quantities]
Reason for Return: [Please specify reason]
Preferred Resolution: [Refund / Exchange for (specific product)]
Contact Information: [Your Name and Phone Number]
Thank you for your assistance.
Sincerely,
[Your Name]
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error or a defective product. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee we will receive your returned item.
Need Assistance?
Our customer care team is dedicated to making your experience magical. Contact us at:
Email: [email protected]
Address: 3671 Sampson Street, Denver, US 80202
Response Time: Typically within 24 hours
Thank you for choosing Hallmark Online Shop to be part of your special celebrations. We’re committed to ensuring your complete satisfaction with every purchase.
Where every celebration finds its perfect touch—and every return finds its perfect solution.