How do I start a return or exchange request?
For any return, exchange, or refund request, you must first contact our customer support team via the email in our policy before opening a payment dispute, as this allows us to properly file your claim with our partners; failing to do so may invalidate your request and we may be unable to assist. Read our policy here.
What is your policy on lost or delayed packages?
To be eligible for a lost package claim, you must contact us within 30 days of delivery, and a package is only considered lost if tracking hasn't updated for 60 days after leaving our warehouse (45 days for the US, up to 110 for Brazil); if tracking shows "Delivered," we cannot help unless you provide an official "Proof of Non-Delivery" certificate from your post office. Read our policy here.
What should I do if my item arrives damaged?
If your item is damaged, we will help you file a claim, requesting a full refund or replacement for severe damage or a partial refund for minor, non-functional issues, but you must provide clear photos or video as proof, and note that damage limited to the shipping box alone is not covered. Read our policy here.
What if I receive the wrong, missing, or incorrect item?
If you receive a wrong, missing, or incorrect item, we will assist you by requesting a refund or the correct shipment for a completely wrong product, a refund or reshipment for an incorrect color/size, and the shipment of missing essential parts or just the missing components for non-essential accessories. Read our policy here.
Can I cancel my order?
You may cancel your order for a full refund only if it has not been processed by our warehouse, which excludes customized print-on-demand items, pre-order items, and custom photo or video orders. Read our policy here.
Why might my return or refund request be denied?
We cannot accept returns or offer refunds for reasons including simply disliking the item, unmet expectations, a 'new' smell, ordering the wrong item, providing an incorrect address, minor product differences, rejecting a package, or delays from force majeure or customs issues, as these are not covered by our partners. Read our policy here.
How do I physically return an item?
We do not recommend returns due to high costs and risks, but if our partner requires one, we will provide instructions; you are responsible for return shipping, and a refund is only guaranteed after the item is received and inspected at the warehouse. Read our policy here.
Who should I contact for further help?
For any further questions or to file a claim, first contact our support team via suppor@christmasmercantile.com for guidance, though please note the final decision on all claims rests with our logistics partners and is outside our direct control. Read our policy here.
What categories of Personal Information do you collect?
We collect identifiers, commercial information, internet activity, and other personal details directly from you and through site cookies. Read our full policy here.
How do you use my Personal Information?
We use your information to fulfill orders, improve our site, communicate with you, and for security and advertising purposes. Read our full policy here.
Do you share my Personal Information with third parties?
Yes, we share necessary information with service providers and dropshipping partners to fulfill your orders, all under strict contractual obligations. Read our full policy here.
Do you sell my Personal Information?
No, we do not or will sell your personal information to third parties. Read our full policy here.
What are my rights regarding my Personal Information?
You can request to know what information we have about you or request its deletion, though deletion may impact our ability to service your orders. Read our full policy here.
How can I exercise my privacy rights?
Submit a verifiable request via email or our contact form, and we will respond within 45 days. Read our full policy here.
How is my data secured?
We use security measures and secure channels for data transfer, though internet transmission cannot be guaranteed 100% secure. Read our full policy here.
Can this privacy policy be updated?
Yes, we may update this policy at any time and will note changes at the top of the page. Read our full policy here.
What are the Terms of Use for this website?
By accessing, registering, or making a purchase on this website, you agree to be bound by our Terms of Use and all linked policies. These terms apply to all users, and continued use of the site constitutes acceptance of any future updates. Read our full policy here.
How will I be informed of changes to the Terms?
We may update these terms at any time by posting changes online. It is your responsibility to check for updates, and continued use after changes are posted constitutes acceptance. Read our full policy here.
Which language version of the Terms is authoritative?
In case of discrepancies between different language versions, the Spanish (simplified) version shall prevail as the official and binding text. Read our full policy here.
How do I indicate acceptance of the Terms?
By completing registration, checkout, or explicitly accepting this agreement, you confirm that you have read, understood, and voluntarily agreed to all terms. If you disagree, you must discontinue use immediately. Read our full policy here.
Do other platform rules apply besides the Terms of Use?
Yes, all existing and future platform rules, legal statements, and policies are considered integral supplements to this agreement and are equally binding. Using our services implies acceptance of these supplemental agreements. Read our full policy here.
