Our Commitment to You
At Northlight Decor Store, we understand that the magic of the holidays is woven from cherished traditions and exquisite details. Just as you trust us to provide hand-selected Angel Tree Toppers, enchanting Christmas Snow Globes, and elegant Christmas Floral Arrangements, we are dedicated to ensuring your entire experience—from the moment you place your order to the unwrapping of your festive treasures—is seamless and delightful. This policy is designed with the same care and clarity that defines our collections, guiding you through every step of shipping and, should the need arise, returns.
Shipping Information
We carefully prepare and ship your holiday decorations worldwide (excluding Asia and certain remote regions).
Order Processing
Please allow 1-2 business days for us to lovingly prepare your order for shipment.
Shipping Methods & Timelines
We offer two reliable shipping options to suit your needs:
- Standard Shipping: We ship via DHL or FedEx.
- Cost: A flat fee of $12.95.
- Delivery Timeline: Your order will typically arrive within 10-15 business days after it leaves our fulfillment center.
- Free Shipping: Available on orders over $50, shipped via EMS.
- Cost: Free.
- Delivery Timeline: Your order will typically arrive within 15-25 business days after shipment.
Returns & Exchanges: An Overview
Your satisfaction is our priority. If an item does not meet your expectations, we offer a straightforward returns and exchange process.
- Return Window: 15 days from the date you receive your order.
- Condition: Items must be unused, in their original packaging, and in resalable condition. All tags, accessories, and original boxes (especially important for fragile items like Christmas Ornaments or Christmas Snow Globes) must be included.
- Refunds: Issued to the original payment method once we receive and inspect the returned item(s).
- Exchanges: Subject to product availability. If your desired item is out of stock, a refund will be issued.
Step-by-Step Return & Exchange Process
- Initiate Your Request: Within 15 days of delivery, email our Customer Care team at [email protected] with your order number and details about the item(s) you wish to return or exchange. We recommend using the template provided below for clarity.
- Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for sending your return to our fulfillment center.
- Package Your Item(s): Securely pack the item(s) in their original packaging. Please write the RMA number clearly on the outside of the box. For delicate items such as Ball Ornaments or Christmas Nutcrackers, use ample protective padding.
- Ship Your Return: Send the package to the address provided in your instructions. Return shipping costs are the customer’s responsibility, unless the return is due to our error (e.g., we shipped the wrong or a damaged item). We recommend using a trackable shipping service.
- Confirmation & Resolution: Once we receive and inspect your return, we will notify you via email. If approved, your refund or exchange will be processed promptly as outlined below.
Refund Timeline & Method
- Processing Time: After we receive your return, please allow 3-5 business days for inspection and processing.
- Issuance: Refunds will be issued to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal).
- Bank Processing: Once we issue the refund, please allow an additional 5-10 business days for it to appear on your credit card or PayPal statement, depending on your financial institution’s processing times.
- Exchanges: For exchanges, once the returned item is received and approved, we will ship the replacement item. Standard or Free Shipping options will apply based on the new order’s value.
Non-Returnable Items & Exceptions
To ensure the safety, quality, and integrity of our products for all our customers, the following items are considered final sale and cannot be returned or exchanged:
- Personalized or Custom-Made Items: Any decoration that has been personalized, monogrammed, or custom-made to your specifications.
- Opened Seasonal Consumables: Items such as Christmas Advent Calendars where the seal or packaging has been broken.
- Final Sale Items: Any item explicitly marked as “Final Sale” on the product page or during checkout.
- Items Damaged Due to Customer Mishandling: Products not in resalable condition due to improper handling, assembly, or use after delivery.
Return/Exchange Request Email Template
To help us assist you quickly, please use the following template when contacting us:
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Northlight Decor Store Customer Care Team,
I would like to request a [return / exchange] for my recent order.
Order Number: [Please insert your order number] Order Date: [Date] Item(s) for Return/Exchange:
– [Product Name, e.g., “Collectible Christmas Nutcracker”] – [SKU or Item Code if available] Reason for Return/Exchange: [e.g., size, color, damage upon arrival, changed mind]
I have reviewed the Returns & Exchanges policy and confirm the item(s) are unused and in their original packaging.
Please provide the RMA number and return shipping instructions at your earliest convenience.
Thank you,
[Your Full Name] [Your Shipping Address] [Your Email Address] [Your Phone Number (Optional)]
Need Further Assistance?
Our dedicated customer care team, who share your passion for elegant celebrations, is here to help with any questions regarding shipping or returns.
Email: [email protected]
Mailing Address:
Northlight Decor Store
4767 Stratford Court
Raleigh, NC 27601, US
We are honored to be part of your holiday story and are committed to ensuring every detail reflects the trust you place in Northlight Decor Store.