Thank you for shopping at Christmasmercantile.com. We work with a network of global fulfillment partners to bring you a wide variety of products. This partnership allows us to offer competitive prices but also means we must adhere to their specific policies for returns and exchanges.

We aim to provide a fair resolution for any issues you encounter. However, please understand that the final approval and outcome of all claims are determined by our fulfillment partners, and we cannot guarantee a specific result. Our role is to facilitate the process and advocate on your behalf.

Important: How to Start a Return or Exchange

ALL return or exchange requests MUST be initiated by contacting our customer support team at support@christmasmercantile.com before opening a dispute with your payment provider. This allows us to file the claim correctly with our partners. Failure to follow this process may result in your claim being invalidated and could prevent us from assisting you.

To be eligible for a return or exchange, you must contact us within 30 days of your package being delivered.

1. Delayed or Lost Packages

We understand that waiting for a package can be frustrating. We track all orders and will assist you if your order is significantly delayed.

• Standard Processing Time: Most orders are processed and shipped from our warehouse within 3-7 business days. International shipping times vary.
• Eligibility for a Refund/Reshipment: A package is only considered lost if there has been no tracking update for 60 days after it leaves the warehouse. For orders shipped to the USA, this period is 45 days. For Brazil and some specific shipping methods, this period can be up to 110 days.
• "Delivered" Status: If your tracking information shows the package as "Delivered," we cannot issue a refund or reshipment unless you can provide a formal "non-delivery" certificate from your local post office with an official seal.
• Local Pick-Up: In some countries, packages are delivered to self-pickup cabinets. It is the customer's responsibility to check for and pick up the package. Packages unclaimed after delivery attempts will be returned, and we cannot be responsible for them.

2. Damaged Products

We stand behind the quality of the products we sale. If your item arrives damaged, we will help you file a claim with our fulfillment partner.

• Badly Damaged: If the product is broken and unusable, we will request a full refund or replacement on your behalf.
• Partially Damaged: For minor damage that does not affect the product's function (e.g., loose threads, slight wrinkles, small scratches), we may request a partial refund. Please note that the final decision on what constitutes a valid damage claim rests with our fulfillment partner.
• Proof Required: To process a damage claim, you must provide clear photos or a video clearly showing the damage. Claims without visual proof cannot be submitted.
• Damaged Packaging: We cannot offer refunds or replacements for damage that is limited to the shipping box, as this is considered normal wear from international transit.

3. Incorrect, Missing, or Wrong Items

We have a strict quality control process, but mistakes can happen.

• Incorrect Product: If you receive a completely wrong item, we will request a full refund or the correct product be shipped to you.
• Wrong Color/Size: If you receive the correct product but in the wrong color or size, we will request a refund or resend of the correct item.
• Missing Parts/Accessories: For missing parts that are essential for the product to function, we will request the entire product be resent. For non-essential missing parts or accessories, we will request the missing components.

4. Order Cancellations

You may cancel your order only if it has not yet been processed by our warehouse. We will issue a full refund. Unfortunately, we cannot cancel orders for:

• Custom-made (POD) items.
• Pre-order inventory.
• Orders for custom photos or videos.

What We Cannot Accept Returns For

To provide low prices, we must adhere to our partners' policies. We cannot accept returns or offer refunds for the following reasons, as they are not covered by our fulfillment partners:

• The buyer simply does not like the item.
• The product description is not as the buyer imagined.
• The product has a "new product" smell.
• The buyer ordered the wrong item or SKU.
• An incorrect or insufficient shipping address was provided.
• Minor product differences that were shown in the product images.
• Packages refused or not picked up by the recipient.
• Delays or damages caused by "Acts of God" (e.g., epidemics, weather, war, customs inspections).
• Issues arising from the consignee's failure to comply with customs clearance procedures in their country.

Returning an Item

We generally do not recommend returning items due to very high international shipping costs and the high risk of loss or damage in transit (the process can take over 3 months). If a return is required by our fulfillment partner, we will provide specific instructions. Return shipping costs are the responsibility of the customer, and we cannot guarantee a refund until the item is received and inspected at their warehouse.

Contact Us

If you have any questions about your order or need to start a claim, please contact our support team first at support@christmasmercantile.com. We are here to guide you through the process and present your case to our partners. Please remember that while we will do everything we can to help, the final decision on all claims is made by our fulfillment partners and is outside of our direct control.