At Kurt Adler Shop, we strive to bring the magic of the holidays to your home with our premium decorations. While we hope you love every item you purchase, we understand that sometimes returns or exchanges may be necessary. Our policy is designed to make this process as joyful and hassle-free as your shopping experience.

Return & Exchange Timeframe

We accept returns and exchanges within 15 days of receiving your order. All items must be in their original condition, unused, and in the original packaging with all tags attached.

Non-Returnable Items

To ensure the health and safety of all our customers, the following items cannot be returned or exchanged due to their nature:

  • Advent Calendars (once opened)
  • Animated figures (due to complex mechanisms)
  • Light Sets (if packaging is opened or damaged)
  • Cascade Lights (if packaging is opened)
  • Cluster Lights (if packaging is opened)
  • Net Lights (if packaging is opened)
  • Novelty Lights (if packaging is opened)
  • Any personalized or custom-made items

Note: Electronics and lighting products may only be returned if they are defective upon arrival.

How to Initiate a Return or Exchange

  1. Contact our customer service team within 15 days of receiving your order at [email protected] with your order number and reason for return/exchange.
  2. Wait for authorization – Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.
  3. Package your item(s) securely in the original packaging if possible.
  4. Ship your return to the address provided with your RMA number clearly visible on the outside of the package.

Important: Returns sent without an RMA number will not be processed. We recommend using a trackable shipping method as we are not responsible for items lost in transit.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item received was defective or incorrect. For exchanges, we will cover the shipping costs to send the replacement item.

Refund Information

Once we receive and inspect your returned item:

  • Refunds will be processed within 5-7 business days
  • Your refund will be credited to your original payment method
  • Shipping fees are non-refundable (except for defective or incorrect items)
  • Sale items are only eligible for store credit

Exchange Process

If you wish to exchange an item for a different size, color, or product:

  1. Follow the return process outlined above
  2. In your email, clearly state what item you would like instead
  3. If the exchange item costs more, you will need to pay the difference
  4. If the exchange item costs less, we will refund the difference

Defective or Damaged Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We will send a replacement as quickly as possible at no additional cost to you.

Return Address

Please ship returns to:

Kurt Adler Shop Returns
1303 Ingram Road
Asheboro, US 27203

Return Request Template

Use the following template when requesting a return or exchange:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Kurt Adler Shop Customer Service Team, I would like to request a [return/exchange] for my recent order. Order Number: [Your Order Number] Order Date: [Date of Order] Item(s) to return: [Product Name(s) and Quantity] Reason for return: [Please specify] [For exchanges only:] I would like to exchange for: [Product Name, Size, Color, etc.] Please send me the Return Merchandise Authorization (RMA) number and further instructions. Thank you, [Your Full Name] [Your Email Address] [Your Phone Number]

International Returns

For our international customers (excluding Asia and some remote areas), the return process is the same. However, please note that:

  • You are responsible for any customs fees or import taxes associated with the return
  • International refunds may take additional time to process (up to 14 business days)

If you have any questions about our returns and exchanges policy, please don’t hesitate to contact us at [email protected]. Our customer service team is here to help bring the holiday magic back to your shopping experience!