Frequently asked questions

 

Exchange & returns
Can I return my item(s)?

You have the right to return an item within 14 days, without giving any reason (right of withdrawal). The withdrawal period is counted from the day of the delivery of the last good(s) in your order. Within this period you may view, rate and examine the item(s) as you might do in store. From the moment you have indicated that you want to return your goods, you must send the item(s) within 14 days.

You can only return an item if:

- The article is complete.

- The article, as far as reasonably possible, is packed in its original packaging with attached price tag and/or label(s).

- The article is undamaged and unused.

- Unfortunately sale items cannot be returned. 

 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Can I exchange my item(s)?

Of course! You can easily exchange your purchases by returning the unwanted goods and in the meantime you can place a new order online. In this way, you are assured that the items you do want are still in stock. Unfortunately, we can’t settle orders with each other. Items from the sale can’t be exchanged.

How do I return my item(s)?

Is your order not quite as expected? It’s no problem to return your unwanted items. Returns can be made within 14 days from the day of delivery. Note: the costs to return your goods are for your own account. Follow the steps of the return process as described below.

 

  1. Fill out the return form completely.
  2. Pack the items you want to return, along with the packing slip, (preferably) in the original shipping box. The packing slip is needed to retrieve your data. Have you already thrown away the original shipping box? No problem, if you pack the items in another solid box. *
  3. Send your package to the address below, via a shipping service of your choice. 

 

It's all about Christmas

Attn. Returns Department

Den Sliem 87

NL-7141 JG Groenlo

 

  1. As soon as we have received and checked your return shipment, we will refund you. We can only refund to the original payment method you used for your order. Refunds are usually processed within 3 working days, but can take up to 14 days. 

* For the possible depreciation that results because you have used the article in a different way than you would do in a store or was negligently packed in a return shipment, we may hold you liable.

How do I exchange my item(s)?

You can easily exchange your purchases by returning the unwanted goods and in the mean time you can place a new order online. In this way, you are assured that the items you do want are still in stock. Unfortunately, we can’t settle orders with each other. Items from the sale can’t be exchanged.

An item from my order is broken/damaged on arrival. What to do?

Before your items are shipped, we check them for any damage. Did you nevertheless receive an item that is damaged or broken? In that case, we are happy to find a suitable solution for you! We would like to ask you to follow the steps below:

 

  1. Write a clear description of the damage or defect.
  2. Make a number of clear photos of the item, on which the damage or defect is clearly visible.
  3. Send the description and photos to customerservice@itsallaboutchristmas.com.
  4. As soon as we have received your e-mail and photos, your request will be handled by our customer service as soon as possible. You will receive a message within a few days about the further processing of your request.

 

Do you want to order a replacement for your damaged item(s)? More information about this can be found at how to return an item.

I have returned my item(s), when will I get a refund?

As quickly as possible. As soon as we have received and checked your return shipment, we will refund you. We can only refund to the original payment method you used for your order. Refunds are usually processed within 3 working days, but can take up to 14 days.

I have received a wrong article. What to do?

It could happen that we’ve accidentally sent an article to you in a wrong version, size or colour. It is best to return the article immediately and place a new online order. In this way, you are assured that the article you would like to have is still in stock. Unfortunately, we can’t settle orders with each other. More information about our return procedure can be found here.

What is the return address?

Send your return package to the address below:

 

It’s all about Christmas

Attn. Returns Department

Den Sliem 87

NL-7141 JG Groenlo

Can I exchange or return my store purchase?

It’s only possible to exchange a product. You can go to the store where you bought the item with the product and the receipt. The exchange of an item is possible up to 14 days after purchase. Because you can’t return an item, a money refund isn’t possible. Keep in mind that items from the sale can’t be exchanged.

Do I have to pay for my return shipment?

Yes, the costs for return shipping are for your own account.

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Orders
Can I change my order?

Unfortunately, it isn’t possible to change or cancel your order after it has been placed. If you want to add an item to your order, you can do so by placing a new order. Unwanted items can be returned to us after delivery. See the Exchange & Returns page for more information.

Can I cancel my order?

Unfortunately, it isn’t possible to cancel or change your order after it has been placed. Once your order is delivered, your items can be easily returned to us. See the Exchange & Returns page for more information.

Can I purchase items over the phone?

It isn’t possible to place an order by phone. If you are having problems completing your online order, you can call our customer service so one of our employees can assist you. This can be done by calling +31 85 043 0576. We can be reached by telephone on weekdays from 8:30 am to 5:00 pm.

Why didn’t I receive a confirmation of my order?

We are probably still processing your order. This can take up to 60 minutes after you have placed your order. If you haven’t received a confirmation by then and the order confirmation isn’t in the spam filter of your inbox, please contact our customer service. This can be done by emailing customerservice@itsallaboutchristmas.com or by calling +31 85 043 0576. We can be reached by telephone on weekdays from 8:30 am to 5:00 pm.

I have entered an incorrect address. What to do?

Please contact our customer service directly by calling +31 85 043 0576. If your order hasn’t been processed yet, we’ll change the address. If an order has already been processed or shipped, we will contact DPD to ask if they can return the package to us. Unfortunately, this isn’t always possible. In that case, our customer service will discuss the situation with you in order to find an appropriate solution.

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Delivery & delivery times
How long does it take to deliver my order?

Delivery takes approximately 3 working days and the delivery time starts from the moment your order is handed over to DPD. If you have ordered something large or heavy, such as a Christmas tree, it will be delivered separately. Delivery may take slightly longer during peak periods, promotional periods and the Sale.

How much are the shippingcosts?

The shipping costs to the UK are £9,29.

Who delivers my order?

We rely on the shipping services network of DPD.

Can I track my order?

Once your package is on its way, you’ll receive a Track & Trace code by e-mail so you can follow your shipment. Please note that it can take a while (12 to 36 hours) before the package is traceable.

I didn’t receive my order. What to do?

Please check the status of your order through the Track & Trace code. You’ll receive a Track & Trace code as soon as your order is on its way. Enter your shipment number and zipcode on the website of DHL to check the current status of your package. Does your package have the status ‘delivered’, but you didn’t receive it? Then your order was probably delivered to your neighbours. 

 

Please contact our customer service if you can’t see the status of your order, and if more than 5 working days have passed. You can reach us by emailing customerservice@itsallaboutchristmas.com or by calling +31 85 043 0576. We are available by telephone on weekdays from 8:30 am to 5:00 pm.

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Payment
Which available payment methods are offered?
  • Which available payment methods are offered?
    • We offer 2 available payment methods:
        • Paypal
        • Credit card

 

Credit card

We accept credit cards from Mastercard or Visa. If the credit card transaction is not accepted, your order will be cancelled. In that case, contact your bank or credit card company.

 

PayPal

Easy and simple payment with PayPal. After ordering you will be directly redirected to the PayPal site.

How do I redeem a discount code?

When your order is complete, go to the shopping cart. The discount code can be entered on this page. You can find the input field at the bottom of the page. The discount is deducted immediately. Note: you can only enter 1 discount code at a time.

My discount code no longer works, how is that possible?

We’re sorry you’re having problems with your discount code. Please check the following:

 

- Check that the discount code has been entered correctly.

- Check that the discount code has not expired.

- Check the conditions of the discount code. Some discount codes are only valid on a specific item group and / or from a minimum order value.

 

Please contact our customer service if the discount code, after checking the above points, doesn’t work. You can reach us by emailing customerservice@itsallaboutchristmas.com or by calling +31 85 043 0576. We are available by telephone on weekdays from 8:30 am to 5:00 pm.

I forgot to enter my discount code, can I enter a code afterwards?

The discount code can only be redeemed in the shopping cart. Did you forget to enter the discount code? Unfortunately, it’s not possible to settle discounts afterwards. But of course, you can use the discount code for a next order. Is the discount code no longer valid? Keep an eye on our website, Facebook and Instagram for new discount codes.

I get a payment error when completing my payment, what to do?

First check whether all data has been entered correctly and / or the amount has been debited from your bank account. If the amount has been debited and your order still can’t be completed, please contact our customer service. This can be done by emailing customerservice@itsallaboutchristmas.com or by calling +31 85 043 0576. We can be reached by telephone on weekdays from 8:30 am to 5:00 pm.

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Warranty
How long do I have a guarantee on my purchase with It's all about Christmas?

On all articles that you buy online at It's all about Christmas a legal guarantee applies. This means that an article must be in good condition and must function properly with normal use. When you receive an item that’s faulty or damaged, we offer you a suitable solution as soon as possible. Depending on the item, we will do this by replacing or (partly) refunding your purchase amount.

 

In addition to the legal guarantee, certain products, such as pine needle items, are covered by the manufacturer's warranty. A manufacturer's warranty is an extra guarantee given by the importer or manufacturer. The manufacturer or importer can set conditions for this warranty. Also, the warranty duration depends on the manufacturer. More information about the factory warranty can be found in the documentation of the article.

 

  • When no guarantee?

You can’t make a claim for replacement or refund when;

 

- The wear and tear can be considered normal.

- Changes have been made to or in the article, including repairs carried out by third parties other than the service or repair services designated by the manufacturer.

- Defects occurred as a result of improper use.

- Damage has been caused by wilful intent, gross negligence or improper maintenance.

 

Do you want to use your guarantee? Please contact our customer service, by sending an e-mail to customerservice@itsallaboutchristmas.com or calling +31 85 043 0576. We can be reached by telephone on weekdays from 8:30 am to 5:00 pm.

Do I get a guarantee on my store purchase?

You will receive a legal guarantee on all items you buy in our stores. Despite our good care and quality control, it’s possible that an article doesn’t have the quality that we strive for. It is best to go back to the store where you bought the item with the item and the receipt. Our employees will take a look at the article there, assess the problem and discuss an appropriate solution with you.

No guarantee when?

- The wear and tear can be considered normal.

- Changes have been made to or in the article, including repairs carried out by third parties other than the service or repair services designated by the manufacturer.

- Defects occurred as a result of improper use.

- Damage has been caused by wilful intent, gross negligence or improper maintenance.

What’s the term of manufacturer’s guarantee on my purchase?

In addition to the legal guarantee, the manufacturer's warranty applies to certain items. A manufacturer's warranty is an extra guarantee given by the importer or manufacturer. The terms and conditions of the manufacturer's warranty can be found in the manufacturer's documentation supplied.

What is the guarantee certificate for my item?

The guarantee certificate is the invoice of your order. Make sure that you keep the guarantee certificate, during the warranty period.

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Stores
Where can I find your shops?

Every autumn we open pop-up stores where the real Christmas enthusiast can enjoy the atmosphere of Christmas and can get inspired. The number of pop-up stores has grown considerably since the start in 2006. In the first year, we started with just one store as an experiment, but in ten years It's all about Christmas has grown to a chain of twelve temporary stores in the Netherlands, Belgium and Germany every year. Unfortunately, we don’t have shops in the UK, but if you’re visiting the Netherlands (or Belgium or Germany) please visit us! On this page, you’ll find an overview of the locations of our Christmas shops.

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Product Range
The item that I'm looking for is sold out, will your stock be replenished?

It’s possible that a certain article is not in stock. Items that are sold out after October will not be replenished during the season. Please note that not every item will return to our product range. Unfortunately, it isn’t possible yet to send you an automatic notification by e-mail.

Are all items that are for sale in your webshop also available in your stores?

Not every item from our webshop is available in our It's all about Christmas stores. The range depends on the size of the store. Not all stores have enough space to offer all items from our wide range. And in addition to this it happens that some special offers are only available in stores.

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Contact
What are your openinghours?

Our customer service is available by phone on working days from 8:30 am to 5:00 pm on +31 85 043 0576. You can also send an email to customerservice@itsallaboutchristmas.com. Our customer service is closed on the following days or different opening hours apply:

 

January 1st Closed

Easter Sunday Closed

Easter Monday Closed

Kingsday Closed

Ascension Day Closed

Whit Sunday Closed

Whit Monday Closed

December 24 8:30 am to 1:00 pm

Christmas Day Closed

Boxing Day Closed

December 31 8:30 am to 1:00 pm

Contact Form
Do you have a suggestion for us? A remark, complaint or would you like to have a personal answer to a question? Let us know and complete the contact form.
Company details

Business & visiting address:

 

It’s all about Christmas

Den Sliem 87

NL-7141 JG Groenlo


Telephone number: +31 85 043 0576

E-mailadress: customerservice@itsallaboutchristmas.com

Our customer service is available from Monday to Friday from 8:30 am to 5:00 pm.

 

Chamber of Commerce number: 09217716

VAT identification number: 1020.39.259

BIC: RABONL2U

IBAN: NL94 RABO 0102039259

Do you have a complaint?

We would be happy to solve your problem! You can share your complaint with our customer service by sending an e-mail to customerservice@itsallaboutchristmas.com or calling +31 85 043 0576. We can be reached by telephone on weekdays from 8:30 am to 5:00 pm.

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