Frequently asked questions

 

Returns & Exchange
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 us an email with 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 email 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 exchange an item.

Can I return my item(s)?

Not completely happy with your purchase? 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. 

Watch out! The return shipping costs are on your own account.    

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.

How do I return my item(s)?

It may happen that your purchase is not that what you 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 on your own account. Follow the steps of the return process as described below.

  1. Write an email to customerservice@itsallaboutchristmas.com so we know we can expect your return. Write in the email which products you plan to return and a reason for the return (if necessary, please provide photos and a description). If an item arrived faulty or with an defect/broken, please follow the procedure as explained in ''An item from my order is broken/damaged on arrival. What to do?''
  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
  4. 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.

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

Do I have to pay for my return shipment?

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

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.

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 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.

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.

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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 10 am to 5 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.

I have entered an incorrect address. What to do?

Please contact our customer service as soon as possible. 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.

I read on the packing slip in my package that an item is not available. What to do?

Unfortunately, our stock count is not always accurate. If you read on your packing slip that an item from your order is not available, there is insufficient or no stock of the product. We will refund the purchase amount of the item that is not available as soon as possible.

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Delivery & delivery times
What are the delivery times?

As soon as you have placed your order, we work hard to prepare it for shipment as quickly as possible. During peak periods it can happen that the processing in our warehouse takes a little longer.

When your order has been given to DPD, you will receive a Track & Trace and your order will usually be delivered within 3 working days. In the table below you will find an overview of the delivery times per country (Note: the delivery time starts from the moment your order is transferred to DPD).

Have you ordered something big or heavy like a Christmas tree? Then it will be delivered separately.

Delivery may take a little longer during peak periods, promotional periods and the Sale.

Country

Estimated delivery by DPD
Netherlands 1-2 working days
Belgium 1-2 working days
Germany 2-3 working days
Austria 2-3 working days
UK 2-3 working days
Czech Rep. 2-3 working days
Luxembourg 2-3 working days 
France 3-4 working days
Poland 2-3 working days
Ireland 3-4 working days
Italy 3-4 working days
Sweden 3-4 working days
Denmark 2-3 working days
Finland 4-5 working days
Spain 4-5 working days
Portugal 4-5 working days
Can I get an update on my order?

Unfortunately, we cannot provide updates on orders. As soon as we receive orders, they are processed as quickly as possible. Your order will have the status ''processing'' in your account, as long as your parcel is being processed in our warehouse. For questions about current delivery times, we refer you to our frequently asked question: ''How long does it take to deliver my order?'' You will receive a Track & Trace as soon as your order has been submitted to DPD.

When will my order be dispatched?

Unfortunately, we cannot tell when we expect to be able to ship your order, because this depends to all kinds of factors: how quickly we can pick your order and prepare it for shipment, what time the packages will be picked up by the delivery service and much more. Therefore, we cannot promise to ship your order before or on a specific date. For questions about current delivery times, please refer to our frequently asked question: "How long will it take to deliver my order?" You will receive a Track & Trace as soon as your order has been handed over to DPD.

Can I track my order?

You will receive an e-mail with a Track & Trace code so that you can track the shipment as soon as your order has been given to DPD. Have you not yet received Track & Trace? Then we have not yet handed your parcel over DPD.

Please note that it may take a while (12 to 36 hours) before you can trace your parcel with the Track & Trace that you have received from DPD.

How much are the shipping costs?

 

Country

Shipping costs Free delivery
Netherlands € 5,95 from € 49,-
Belgium € 6,95 from € 59,-
Germany € 5,95 from € 49,-
Austria € 7,95 from € 79,-
UK £ 7,99 n.a.
Czech Rep. € 29,95 n.a.
Luxembourg € 9,95 n.a.
France € 14,95 n.a.
Poland € 29,95 n.a.
Ireland € 24,95 n.a.
Italy € 24,95 n.a.
Sweden € 24,95 n.a.
Denmark € 14,95 n.a.
Finland € 24,95 n.a.
Spain € 24,95 n.a.
Portugal € 34,95 n.a.
Who delivers my order?

We rely on the shipping services network of DPD.

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 10 am to 5 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. 

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. 

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

On all articles that you buy online at It's all about Christmas a legal warranty 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 warranty, certain products, such as pine needle items, are covered by the manufacturer's warranty. A manufacturer's warranty is an extra warranty 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 does the warranty not apply?

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.

Do I get a guarantee on my store purchase?

You will receive a legal warranty 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 opening hours?

Did you not find your answer in our FAQ

You can reach us by email and phone. Mail your question to customerservice@itsallaboutchristmas.com. We will process your request as soon as possible. You can also call us on +31 (0)85 043 0576. Our office hours are mon-fri from 10 am till 5 pm. 

Our customer service is closed on the following days or different opening hours apply:

1 januar

Closed

Easter

Closed

Dutch King's Day on 27 april

Closed

Ascenion Day

Closed

Whitesuntide

Closed

24 december

10:00 till 13:00 

Christmas

Closed

New Year's Eve

8:30 till 13:00
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

 

Other information: 

Chamber of Commerce number: 09217716

VAT identification number:

Netherlands NL822044663B01

Belgium BE0736542279

Germany 116/5942/5350

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. 

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