At Kurt Adler Shop, we’re dedicated to making your holiday decorating experience as magical and worry-free as possible. From the moment you place your order to the unwrapping of your festive treasures, we’re here to ensure everything sparkles with joy. Should you need to return an item, our process is designed to be straightforward and fair.
Shipping Information
We ship globally (excluding Asia and some remote areas) to bring our holiday magic to your doorstep.
Order Processing Time: 1-2 business days after payment confirmation.
Shipping Methods & Times:
- Standard Shipping: Shipped via DHL or FedEx. Delivery within 10-15 business days after shipment. Flat rate of $12.95.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivery within 15-25 business days after shipment.
You will receive a tracking number via email once your order ships, so you can follow its journey to your home.
Our Returns & Exchanges Policy
We hope you love every decoration you choose. However, if something isn’t quite right, we accept returns and exchanges within 15 days of your order’s delivery date.
To ensure the health and safety of all our customers, certain items due to their nature or hygiene reasons cannot be returned or exchanged if their packaging has been opened or compromised:
- Advent Calendars (once opened)
- Animated Figures (due to their complex mechanisms)
- Light Sets, Cascade Lights, Cluster Lights, Net Lights, and Novelty Lights (if packaging is opened or damaged)
- Any personalized or custom-made items
Electronics and lighting products may only be returned if they are defective upon arrival.
How to Initiate a Return or Exchange
Follow these simple steps to request a return or exchange:
- Contact Us: Email our friendly customer service team at [email protected] within 15 days of receiving your order. Include your order number and reason for the return or exchange.
- Get Authorization: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions. Returns without an RMA number will not be accepted.
- Pack Securely: Please repackage the item(s) securely in the original packaging with all tags attached, if possible.
- Ship It Back: Clearly write the RMA number on the outside of the package and ship it to our returns center at:
Kurt Adler Shop Returns
1303 Ingram Road
Asheboro, US 27203
We highly recommend using a trackable shipping method, as we cannot be responsible for items lost in transit.
Refund & Exchange Information
Refunds: Once we receive and inspect your returned item, we will process your refund within 5-7 business days. The refund will be credited back to your original payment method (Visa, MasterCard, JCB, or PayPal). Please note that original shipping fees are non-refundable unless the item was defective or incorrect.
Exchanges: If you are exchanging an item, we will cover the shipping cost to send the new item to you. If the new item costs more, you will need to pay the difference. If it costs less, we will refund the difference.
Defective or Damaged Items: If your item arrives damaged or is defective, please contact us immediately at [email protected] with your order number and photos of the issue. We will swiftly send a replacement at no extra cost to you.
A Note for Our International Customers
We welcome returns from our international friends! The process is the same, but please be aware that you are responsible for any customs fees or import taxes associated with the return shipment. International refunds may also take slightly longer to process, up to 14 business days.
Have questions? Our customer service team is always happy to help! Contact us at [email protected].