At Hallmark Online Shop, we believe every celebration deserves perfection—from the moment you browse our collections to the delivery of your carefully chosen items. Our Shipping & Returns Policy reflects our commitment to ensuring your complete satisfaction with every purchase.
Shipping Information
Order Processing
We process all orders within 1-2 business days of receiving your payment. You will receive a confirmation email with tracking information once your order ships.
Shipping Methods & Timeframes
- Standard Shipping (DHL or FedEx)
- Cost: $12.95
- Delivery Time: 10-15 business days after shipment
- Free Shipping (EMS)
- Available for orders over $50
- Delivery Time: 15-25 business days after shipment
Returns & Exchanges Policy
We want you to be completely delighted with your Hallmark purchases. If for any reason you’re not satisfied, we’re here to help with our straightforward returns process.
Return & Exchange Timeframe
We gladly accept returns and exchanges within 15 days of your order’s delivery date. To be eligible, items must be:
- Unused and in original condition
- In their original packaging with all tags attached
- Accompanied by the original receipt or order confirmation
Non-Returnable Items
Due to their personal or seasonal nature, 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
- Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order
- Provide Information: Use our 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: 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]
Email Content:
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