Frequently asked questions

 

Returns
How can I return my Christmas tree?

Is your Christmas tree not quite as expected? Of course you can return it. A Christmas tree is delivered in a large box, which is not always accepted by a DPD parcel shop. That is why we offer the option to have your Christmas tree collected by DPD.

Contact us if you want to return your Christmas tree. We will make an appointment at DPD to collect your package. Of course in consultation with you about the date (available from Monday-Friday). Make sure that the Christmas tree is neatly packaged, in the original packaging, and ready at the agreed time.

The return costs are for your own account and will be deducted from the amount to be refunded. We will keep you informed of these costs.

When the Christmas tree has arrived with us, we will refund the amount to the bank account or credit card used to make the purchase within 3 working days.

If you have any further questions or need assistance returning your Christmas tree, please feel free to contact our customer service team. We are always ready to help you!

I bought an item in the store, can I return it through the webshop?

It’s only possible to exchange a product. It is not possible to return store bought purchases through the webshop, and vice versa. Store bought purchases can be returned in the store. 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.

What are the conditions for returning my order?

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. 

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.

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Orders and payments
Can I change or cancel my order?

After your order has been placed, we are working with everything we've got to dispatch your package as soon as possible. Therefore it is not 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 Returns page for more information.

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.

Tip: After receiving your Track & Trace code, our delivery service often offers an option to adjust the delivery location. You can find all the available options on your personal Track & Trace page provided by our delivery service.

I have a discount code, how can I redeem it?

If you have a discount code to save the day, great!

Once your order is complete, go to your 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 will then be applied directly to your order's total price. Please note: you can only enter 1 discount code at a time.

Help, my discount code refuses to take off its Christmas hat!

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

- Check that the discount code has been entered correctly.

- Verify if the discount code hasn't expired.

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

If, after checking the above points, the discount code still doesn't work, don't hesitate to contact our customer service for assistance.

I forgot to enter the discount code, can it be applied afterward?

Unfortunately, the discount code can only be applied in the shopping cart, so we can't apply a discount after the fact. If the code has gone into hibernation, keep an eye on our website, Facebook, and Instagram for new Christmas treats.

My order arrived damaged, what should I 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! 

Please notify us with an email to customerservice@itsallaboutchristmas.com with a clear description of the damage or defect and a clear photo of the item, on which the damage or defect is clearly visible. 

As soon as we have received your email and photos, your request will be handled by our customer service. You will receive a message within a few days about the further processing of your request. 

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

Sometimes, our digital shelves empty as quickly as a snowman melts in the sun. If you read on your packing slip that an item from your order is not available, it means there is insufficient or no stock of the product. Unfortunately, our stock count is not always accurate. We will refund the purchase amount of the item that is not available as soon as possible.

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Delivery
My order consists of multiple packages, what to expect?

For a large order that is shipped in multiple packages, you will receive a Track & Trace code for each package. If you've ordered a Christmas tree along with your Christmas decorations, it will be delivered separately within the same timeframe as your Christmas decorations. If you haven't received anything after a few days, please contact customer service for assistance.

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. If the tracking indicates that your package has been delivered but you haven't received it, please contact customer service. We will initiate an investigation with DPD, and in the meantime, we will work to resolve this issue for you.

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.

Can I get an update on my order?

Once orders are received, they are processed as quickly as possible. Your order status during this processing time will be listed as "processing" in your account. You will get an update by e-mail with the Track & Trace number once your order has been dispatched. For questions regarding current delivery times, please refer to delivery times above. 

Do you deliver to remote locations?

We are sorry, but at the moment we are not able to send any order to remote locations or isolated islands. If you have any doubts that your home area will be part of these locations, please make contact with our customer service.

Denmark        
3700 3751 3790 5985 8592
3720 3760 4592 6720 9940
3730 3770 5960 7884 9950
3740 3782 5970 8305 9960
Greenland        
3900-3999*        
Faroe Islands        
100-970*        
         
Germany        
18565 25946-25949 26465 51280-51281 51561-51562
25845-25847 25952-25955 26474 51500 51564
25849 25961-25970 26486 51511-51514 83256
25859 25980 26548 51516-51517  
25863 25985-25986 26571 51521-51523  
25869 25988-25990 26579 51550-51552  
25929-25933 25992-25994 26757 51554-51557  
25938-25942 25996-25999 27498 51559  
         
Finland        
10270 21770 22240 22720 75650
10600 23390 22270 22730 75680
190 25230 22271 22810 75700
7360 25940 22310 22820 75710
7370 25950 22320 22830 75740
7390 25960 22330 22840 75770
21195 90480 22340 22910 75790
21650 22100 22410 22920 75840
21660 22101 22411 22930 75890
21670 22110 22430 22940 75930
21680 22120 22520 22950 75940
21710 22130 22530 59800 75970
21720 22140 22550 59810 75990
21740 22150 22610 59820 80100
21750 22160 22630 75500 80110
21760 22220 22710 75530 80130
80140 81460 82580 83480 64300
80160 81470 82590 83500 64320
80170 81560 82600 83550 64350
80200 81570 82655 83630 64370
80210 81590 82660 83660 64440
80220 81650 82670 83700 64450
80230 81660 82675 83720 64460
80260 81700 82685 83750 64480
80330 81720 82710 83760 64490
80400 81750 82730 83780 64510
80510 81810 82750 83825 64530
80710 81820 82760 83830 64550
80770 81850 82770 83835 64610
80780 81860 82815 83840 64700
80790 81950 82820 83855 64720
80850 81970 82830 83870 64740
80910 82110 82840 83880 64760
81100 82120 82850 83900 64770
81120 82140 82865 83910 64810
81160 82160 82870 83915 64820
81200 82170 82880 83940 64830
81210 82180 82900 83950 64840
81220 82200 82915 83960 64850
81230 82210 82960 83985 64900
81235 82220 82967 61500 64930
81260 82290 82980 61520 65100
81270 82300 83100 61550 65130
81280 82310 83130 61560 65170
81290 82335 83140 61840 65200
81295 82350 83150 64100 65230
81320 82360 83160 64140 65280
81330 82380 83320 64200 65300
81350 82395 83330 64210 65320
81360 82430 83340 64220 65350
81390 82460 83400 64230 65370
81420 82490 83430 64240 65380
81430 82500 83450 64250 65410
81450 82510 83460 64260 65450
65460 65920 66270 66420 66560
65470 65930 66280 66430 66580
65480 65970 66290 66440 66590
65520 66100 66295 66450 66600
65610 66140 66300 66460 66640
65630 66160 66320 66470 66660
65650 66200 66330 66500 66680
65710 66210 66340 66510 66710
65730 66220 66350 66520 66730
65760 66230 66360 66530  
65800 66240 66370 66540  
65870 66260 66400 66550  
         
France        
17111 17480 17670 29242 56780
17123 17550 17740 29253 56840
17190 17580 17840 29259 85330
17310 17590 17880 29990 85350
17370 17630 17940 56360  
17410 17650 22870 56590  
Corsica        
20000-20999        
         
Italy        
04020 25050 30135 71040 91023
04027 30010 30141 80070-80071 92010
07024 30012 57030-57039 80073-80077 98050
07042 30100 58010 80079 98052
07046 30121-30126 58012-58013 90010 98055
09014 30131-30133 58018-58019 91017  
Sicily        
90010-90151 92010-92100 94010-94100 96010-96100 98020-98168
91010-91100 93010-93100 95010-95127 97010-97100  
Sardinia        
08010-08100 09070-09099 09124 09170  
09010-09049 09100 09126    
         
The Netherlands        
1156 8881-8884 8899 9166  
1791-1797 8891-8897 9161-9164    
         
Portugal        
62601        
Azoren        
9500-9999        
Madeira        
9000-9499        
         
Spain        
Balearic Islands        
07000-07999        
Canary Islands        
35000-35999*        
         
Verenigd Koninkrijk:        
GY1-9 IM1-9 PO30-41    
HS1-9 JE1-4 ZE1-3    
Northern Ireland        
BT1-71 BT74-82 BT86-88 BT92-97  
Scottish Highlands        
IV1-28 IV63 PA20-38 PH19-26  
IV36 KA27-28 PA41-48 PH31-44  
IV40-56 KW1-17 PA50-78    
         
Sweden:        
10005 13036 13043 43095-43097  
13025 13038 13055 47132  
13033 13039 13056 62000-62999  
13034 13042 43080-43089 76019  

 

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Stores
How do I return my store bought item(s)?

Of course! You can return the item to the store where you purchased the item, please bring the receipt with you. An item can be exchanged up to 14 days after purchase. Unfortunately, money refunds are not possible. Sale items cannot be exchanged.

I bought an item in the webshop, can I return it in the store?
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.

Are there price differences between your webshop and stores?

It can happen that a price of an item in one of our Christmas shops is cheaper than the price you pay online, for example due to an ongoing campaign or because the store is located in an outlet centre. These discounts only apply in our stores and not in our webshop. This can also occur the other way around.

Can I work in one of your stores?

Great that you want to join our team!

We will keep you informed of our current vacancies on our vacancies page. Send us a message with your CV and motivation letter and we will contact you as soon as possible.

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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 out of 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.

I have a business, and I want to place an order with you, is that possible?

Absolutely! We don't have a catalog available; our assortment is listed on our website.

Can we assist you in putting together a specific order or provide you with more information about our product range? Please contact us, and we'd be happy to help!

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Contact
What are your opening hours?

We are available from Monday to Friday, from 9:00 AM to 5:00 PM (UTC +1 / Central European Time (CET)).

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

1st of January Closed
Easter Closed
Dutch King's Day on the 27th of April Closed
Ascenion Day Closed
Whitesuntide Closed
24th of December Closed
Christmas Closed
New Year's Eve Closed

 

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