Shipping & Returns
If you would like to contact us directly please call
(02) 9529 2512 or Email enquiries@thechristmasshop.com.au
While our physical shop is our main focus, we know SO many of our loyal, wonderful customers do not live close to us, and so we are more than happy to ship anywhere.
CAN I PLACE A PHONE ORDER?
Yes, of course you can!! We love chatting to our wonderful customers - and please know that our website is still a work in progress so doesn't have everything on it yet. Please contact (02) 9529 2512 so we can help you.
WHAT PAYMENT METHODS DO YOU OFFER?
The Online Christmas Shop accepts instant payments via VISA and Mastercard, PayPal and Shopify Payments.
In store, we accept VISA, Mastercard, AMEX, Eftpos and CASH. If you would prefer to pay via Direct Deposit, please contact us directly for details.
All prices are quoted in AUSTRALIAN DOLLARS and include GST.
WHEN WILL MY ORDER BE SENT?
If your items are in stock (ie not pre-order or special order) your order will be picked, packed and shipped as soon as possible (within 5-7 business days).
Please be mindful The Christmas Shop is only open Tuesday - Saturdays for most of the year. We are ALWAYS CLOSED on Mondays, so no orders will be picked, packed or sent out on Mondays. Also no parcels are picked up on weekends. Therefore it can take 3-5 business days for orders to be dispatched from our warehouse. However during the busy time of October, November and December dispatch times can increase to 8-10 business days.
If your order contains PRE-ORDER items, your order will only be sent once ALL items have arrived to us. Therefore we ask for you to order pre-order items in a separate transaction to in-stock items. All PRE-ORDER items will have an 'estimated' delivery date. These dates are given to us by our supplier at the time of the items being launched on our website - but this IS SUBJECT TO CHANGE without us being notified.
Please contact us on 02 9529 2512 if you would like to discuss any product or pre-order item before placing your order or if you have placed an order that contains both in-stock and pre-order items and you would like the items to be sent at different times. You will need to pay for shipping for both deliveries.
CLICK AND COLLECT
We offer a CLICK and COLLECT service! You will receive a confirmation email when your order is ready for collection. We can usually have your items ready for pick-up within 24-48 hours but if you would like them quicker, please CALL us on (02) 9529 2512 and we will do our best to accommodate that request. Please be aware that during our busy periods (October - December) our instore customers take priority.
Please bring in-store your ID, if someone else is collecting on your behalf please leave a note in the shopping cart or call our store (02) 9529 2512 to update your information.
WHAT IS THE COST OF DELIVERY?.
Australia - NSW $15* flat rate
Australia – Victoria, Tasmania, South Australia and Queensland $22* flat rate
Australia - Western Australia and Northern Territory $32* flat rate
* Excludes Bulky Items and postage to PO BOXES or PARCEL LOCKERS.
PLEASE NOTE - INTERSTATE CUSTOMERS: If your order is only SMALL and you think these rates may be too high, PLEASE call and order over the phone so we can work out a more accurate postage quote for you.
*Additional charges for bulky items or large orders ie: Christmas trees, large nativity sets, Lemax, and larger household decorations (all customers will be contacted before item is sent out). If you would like a quote before placing your order, please call us on 02 9529 2512 or email at enquiries@thechristmasshop.com.au
Please Note: Postage to PO Boxes and Parcel Lockers may incur additional charges
Express Post - we currently do not offer this service online. Please call our store to upgrade to Express shipping. Additional charges will incur.
International Mail – we can send please call or email our store for details
CAN I SEND TO A P.O. BOX OR PARCEL LOCKER?
Yes you can, but please note additional charges MAY incur. We will contact you for an alternative address should shipping rates cost more than the flat rate postage you have paid.
CAN I CHANGE OR CANCEL MY ORDER ONCE IT IS PLACED?
Can I change or add to my order? Once an order is placed online, we are unable to edit this order online. However, if your order has not been shipped, then we should be able to try to change or add to you order (at our discretion), however you will need to call us on 02 9529 2512 and discuss this over the phone with us.
Please Note: There will be no refunds if you change your order to an item of lesser value, we will issue you with a credit note for the monetary difference.
If you wish to add to your order there may be additional charges, including postage.
Can I cancel my order? Customers are welcome to cancel any unshipped orders at any time, however there will be no refunds. We can offer you an alternative or we will issue you a credit note.
We require cancellations to be requested over the phone
Once an order has been shipped, we are unable to change or cancel your order.
HOW CAN I TRACK MY ORDER?
Please be mindful it can take 4-5 business days for orders to be dispatched from our warehouse, however during the busy time of October, November and December dispatch times can increase to 6-10 business days.
You will receive an email confirmation when your order has dispatched.
When tracking your order, please allow 24-48 hours for tracking information to be lodged with Australia Post or courier service.
Please contact us if you have not received a tracking number.
Most orders will be delivered via Australia Post, Couriers Please or Amarex (Fastways Couriers).
For Australia Post - Please enter your tracking number here: https://auspost.com.au/mypost/track/#/search
HOW LONG WILL DELIVERY TAKE?
We cannot guarantee shipping times especially during COVID times and lockdowns.
Once your order is picked up by our courier, delivery times vary from 2-10 days depending on where you live in Australia.
International Orders, depending on your country of delivery, you should expect delivery to your door within 10-21 days.
CAN I CHANGE MY DELIVERY ADDRESS?
If your order has not been dispatched, Yes. Please contact The Christmas Shop immediately on (02) 9529 2512 to update the delivery address.
RETURNS
CAN I RETURN AN ITEM IF I HAVE A CHANGE OF HEART?
If you wish to return an item because you have changed your mind about your purchase (excludes personalised items), The Christmas Shop will gladly offer you an exchange or shop credit, provided that:
- You have contact us via phone (02 9529 2512) within 14 days of you receiving your delivery
- You provide a copy of your receipt, invoice or packing slip with your return
- Your item is in the original condition and packaging is unopened and unused.
Please Note: For change of heart returns, all costs associated with returning the item is paid by you. Credit notes are offered on the purchase value less the cost of shipping.
Items received back NOT in as-new condition are processed at our discretion dependent on saleability of item.
If you return via post, the returned product must be suitably packaged to prevent damage during return shipping. We recommend registering your postage signature on delivery or with insurance
Please Note: No refunds or exchanges on Personalised Items ie: baubles, books, etc.
More information on Australia Consumer Law can be found at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
WHAT IF MY ITEM IS FAULTY, DAMAGED OR INCORRECTLY SHIPPED?
While we check every product as well as we can before sending it out to you and we package our orders extremely carefully, with lots of protective packaging (and with LOVE) and we take every care when dispatching, occasionally items can arrive damaged or even sometimes faulty.
If in the unfortunate event that your items arrives faulty, damaged or incorrectly shipped, please contact us on 02 9529 2512 as soon as possible (within 14 days).
The Christmas Shop will accept product returns and provide you with a refund, shop credit or repair where:
- The product is faulty
- You have contacted us by phone (02 9529 2512) to discuss and organise the return of the item within 14 days of receiving your delivery
- The item does not match our description or information, and
- You can present your The Christmas Shop receipt, invoice, packing slip or other proof of purchase
You will be required to provide proof of purchase (ie. your receipt), along with photos of the faulty product and/or we may require you to send the item back for assessment.
A major problem is when the item:
- Has a major fault that would have stopped you from buying if you knew about it
- Is unsafe
- Is significantly different from the sample or description
- Doesn’t do what we said it would do and can’t be easily fixed
Following assessment, if your item is deemed to have a major fault you will be refunded in full (including the shipping to return the item to us). If the fault is not major, we will endeavour to repair the item within a reasonable timeframe. If it cannot be repaired in a reasonable timeframe you can choose a refund or replacement.
More information on Australia Consumer Law can be found at https://www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund
WHAT IF MY PRODUCT COMES IN DAMAGED?
Unfortunately even with our best efforts, sometimes items can be damaged during transit. If this occurs, please contact us on 02 9529 2512 as soon as you can (within 7 days of receiving your parcel).
PLEASE do not throw out any boxes – including your packing/transport/outer box until you have spoken to us directly.
We will require you to take photos to assess the damage and offer an appropriate solution. Please take photos of ALL the shipping (outer) box when it arrives and the damaged items, including their own packaging and outer box/s. Again, Please do not throw out any of the packaging or box content until you have spoken to us directly.
Please call us on 02 9529 2512 as soon as you can (within 7 days of receiving your parcel) and email all photos to us at returns@thechristmasshop.com.au to advise us of the damage. Once received, we will organise returns, replacements or refunds as necessary.
We may ask that you return the damaged item to us. It must be returned in it's original packaging. If this is the case, we will compensate you for the return postage however we will need to discuss this before you send the item back to us.
When returning an item please ensure it is packaged well to prevent further damage. If you are sending back via post, the returned product must be suitably packaged to prevent damage during return shipping. We recommend registering your postage signature on delivery or with insurance
Once we have received the damaged/faulty item back to us we can arrange a replacement or a refund.
CAN I RETURN AN ITEM AND EXCHANGE IT FOR A DIFFERENT PRODUCT?
Absolutely! All exchanges will be at the customers’ expense (including return shipping).
Please contact The Christmas Shop on 02 9529 2512 prior to returning your item so we can ensure the correct item/s are in stock.
Please return any damaged, faulty or change of heart to:
The Christmas Shop Returns
292-296 Rocky Point Road,
Ramsgate Sydney 2217
WHAT IF I RECEIVED THE WRONG ITEM OR MISSING ITEM/S?
Please contact The Christmas Shop within 7 days of delivery on (02) 9529 2512 or email returns@thechristmasshop.com.au
Quote your Order Number when speaking to our customer service team.
CAN I REFUND AN ITEM PAID BY A GIFT CARD?
Any purchases made using a gift card can be returned for store-credit only.
WHEN WILL I RECEIVE MY REFUND?
All refunds are processed within 24-48 hours of receiving your package. Depending on your financial institution, refunds can take 3-5 working days to show in your account.
STOCK AVAILABILITY
Our web stock is subject to availability and changes frequently.
Although we aim to ensure the information on our website is correct, being a physical store, some items can sell out in-store even when listed on the website.
Our products are not linked in real time with our shop sales, so we apologise for any disappointment. Please feel free to call our store to clarify stock availability before you place an order 02 9529 2512.
BACK ORDERS / PRE-SALE ITEMS / PERSONALISED ITEMS
Back Orders - We try and keep stock of all items displayed on our website. If a particular item is sold out (and we are expecting more in shortly) it will be placed on backorder. You will be notified of any backordered items on the shopping cart page. For information on when a particular item is due back into stock please contact us.
Pre-Orders - Any new items with a PRE-ORDER will have am estimated delivery time stated in the product description. This time is give to us by our suppliers but can change without notice. Given delays with Covid, unfortunately we cannot guarantee deliver times from suppliers.
Personalised Items - Any item listed as PERSONALISED will have a delivery time frame stated in the product description. Please note most personalised items can take up to 4 weeks. If you need any items urgently please contact our store.
CUSTOMER SERVICE EMAILS
When we require further information from you relating to your order, we will contact you via email or phone.
This can happen if we receive an incorrect delivery address, conflicting orders or for any reasons as noted above.
If a response is required and is not received within 72 hours, we may cancel your order. If an order is cancelled you will be issued a credit note and notified accordingly.
Customer Service emails sent to you can also be found by logging into your account via our website.
INTERNATIONAL ORDERS
For any international customers please call or email our store to place an order, we will quote you on the shipping rates before proceeding with the order.
You will be charged in Australian Dollars (AUD).
There are restrictions on some products.
Any additional international transaction fees will be charged by your financial institutions. Please order at your discretion, The Christmas Shop is not responsible for any additional international charges.
You may also be charged an import tax by custom's authority in your country. This is subject to your country’s import regulations.
The Christmas Shop ships worldwide.