Refund policy
For any personalized items, NO RETURNS.
On any or our other items which are not personalized, we have a 30-day return policy, which means you can request a return within 30 days of receiving your item.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags and manufactures box (if applicable), and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at help@ornamentshop.com. Please note that returns will need to be sent to the following address: 215 Monroe Street North Suite 401, Hudson, WI.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at help@ornamentshop.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Packages marked delivered by USPS, UPS, or other carrier will be the liability of the carrier service or the customer. In the event that a package is delayed in transit or shows delivered but not received by the customer there will be a 7-day period to allow the carrier service to resolve the issue prior to re-shipping or refunding the order. Lost package claims will result in an official investigation inquiry with the carrier service to determine the location of the package's final delivery location.
Please provide photo proof of damage, whether to the package or to the product.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale, personalized items, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14-day-cooling-off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We will not pay for shipping!
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at help@ornamentshop.com.