At Xmas Mart Sales, we want you to be completely satisfied with your festive purchases. If for any reason you are not happy with your order, we offer a straightforward returns and exchanges process within 15 days of receiving your items.

Returns & Exchanges Process

  1. Initiate Your Return: Within 15 days of receiving your order, please email our customer service team at [email protected] with your order number and reason for return/exchange.
  2. Receive Instructions: Our team will respond within 48 hours with a Returns Authorisation (RA) number and detailed instructions on where to send your item.
  3. Package Your Item: Securely pack the item in its original packaging, including all tags and accessories. Include a copy of your order confirmation or packing slip.
  4. Ship Your Return: Mail the package to our returns centre at the address provided in your instructions. We recommend using a tracked shipping service as you are responsible for return shipping costs.
  5. Processing: Once we receive your return, our team will inspect the item within 3-5 business days and process your exchange or refund accordingly.

Refund Timeline & Methods

Refunds will be processed within 5-7 business days after we receive and approve your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards: 5-7 business days for processing (depending on your bank)
  • PayPal: 3-5 business days

Please note that original shipping fees are non-refundable, and return shipping costs are the customer’s responsibility.

Non-Returnable Items

For hygiene and safety reasons, the following product categories cannot be returned or exchanged unless faulty:

  • Beauty & personal care products
  • Christian Books & Bibles
  • Calendars (due to their time-sensitive nature)

All items must be returned in their original condition, unworn, unused, and with all tags attached. Items that show signs of wear, damage, or are not in resalable condition may be denied a refund or exchange.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Xmas Mart Sales Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Details:
Product Name: [Product Name]
Reason for Return/Exchange: [Please specify reason]

Preferred Resolution:
[ ] Refund to original payment method
[ ] Exchange for [Product Name/SKU]

My Details:
Full Name: [Your Full Name]
Email Address: [Your Email Address]
Shipping Address: [Your Address]

Please send me the Returns Authorisation number and further instructions at your earliest convenience.

Thank you,
[Your Name]

Need Help?

Our customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]
Response Time: Within 48 hours
Business Hours: Monday-Friday, 9:00-17:00 GMT

We strive to make your festive shopping experience joyful and hassle-free. Thank you for choosing Xmas Mart Sales for your holiday decorations and gifts!