Refund Policy

This refund policy applies to all orders placed on ourchristmaseve.co.uk, which is run by THEUKECOMGROUP LTD (company number 17528063). It doesn’t affect your legal rights as a consumer.

Changed your mind? 14 days to cancel

You can cancel your order for any reason within 14 days of receiving it. To cancel, email us at hello@ourchristmaseve.co.uk with your order number and the items you’d like to return. You don’t need to give a reason.

Once you’ve told us, you have a further 14 days to send the items back. Items must be unused, unwashed and in their original condition, with any tags still attached. We’ll reply with the return address, so please don’t send anything back before contacting us.

You pay the cost of returning items you’ve changed your mind about. We recommend a tracked service, as we can’t refund parcels that don’t reach us.

Personalised items

Items made with a name or message you’ve given us (such as personalised Christmas Eve boxes, baubles and stockings) are made especially for you. Unless they’re faulty or we made a mistake, they can’t be cancelled or returned once your order has been placed. Please check spellings carefully before you check out.

Faulty, damaged or wrong items

If something arrives faulty, damaged or isn’t what you ordered, email hello@ourchristmaseve.co.uk within 30 days of delivery with your order number and a photo of the problem. We’ll offer a replacement or a full refund, and you won’t pay any return postage. This includes personalised items where the mistake was ours.

Your refund

We’ll refund you within 14 days of receiving the returned items, or of receiving proof that you’ve sent them back, whichever is sooner. If you return your whole order within the 14-day cancellation period, we’ll also refund the standard delivery charge you paid. Refunds go back to your original payment method.

International returns

The same rules apply to orders delivered outside the UK. Any import taxes or duties you paid to your local customs are not refundable by us, but you may be able to reclaim them from your customs authority.

Questions

Email hello@ourchristmaseve.co.uk and we’ll be happy to help.