Refund policy
We want every Merry Treasures calendar to become part of your family's Christmas. If something isn't right, this page explains exactly what you are entitled to and how to arrange it.
30-day returns on unopened items
You can return a calendar within 30 days of the day it was delivered, as long as it is unopened: still sealed, no doors opened and nothing built. Email us first at contact@faithharbor.shop with your order number. We will confirm the return and send you the return address. Please wait for that email before posting anything, because a parcel sent without it can't be matched to your order.
Return postage on a change-of-mind return is paid by you. We recommend a tracked service, because we can only refund what we receive. Calendars bought at a multi-calendar price can be returned on exactly the same terms.
Opened calendars and the 30-Day Damage Guarantee
Once doors have been opened and pieces built, a calendar can't be resold, so an opened calendar is not covered by the standard return above.
If you added the optional 30-Day Damage Guarantee to your order, you are covered for exactly this. For 30 days after delivery:
- Anything damaged is replaced free. If a piece, a door or the box gets damaged, in transit or at home, accidents included, email us a photo and the door number and we send the replacement pieces, or a new calendar if it can't be fixed with pieces, at no cost.
- Or send it back, opened or not. If you would rather return the calendars from that order, for any reason, opened, partly built or untouched, we refund the full amount you paid for them and pay the return shipping: we email you a prepaid return label, or refund the cost of a standard tracked service when you send us the receipt.
To use the Guarantee, email us your order number. If you return a calendar, please send it back in its box with the pieces you have. The Guarantee covers the calendars in the order it was bought with.
Missing pieces, faults and wrong items
Doors are opened one a day, so you might only find a missing piece in late December. Email us whenever you find it, within 90 days of delivery or until January 31 if that is later, with your order number and the door number. We send the missing pieces free of charge.
If a calendar is faulty or not what you ordered, email us with a photo and we will replace it or refund it in full, including any shipping you paid. You never pay return postage on a faulty or wrong item.
Parcels that are lost, stolen or damaged in transit are covered by our shipping policy.
The Mystery Gift
The Mystery Gift is an optional add-on: a surprise Christmas item chosen by us and packed in the same parcel as your order. Every order with the Mystery Gift gets one. You can return it unused within 30 days of delivery for a refund of the price you paid for it, on the same terms as an unopened calendar. If it arrives damaged, email us a photo and we replace it free.
The free gift tags
The 12 Printable Gift Tags are a free digital gift (a PDF), emailed to the address on your order right after checkout. They cost nothing, so there is nothing to refund. If the email never reaches you or the file won't open, check your spam folder, then email us and we will send it again.
Cancellations
You can cancel an order any time before it is dispatched and we refund it in full, including any add-ons. Email us with your order number as soon as possible. Once an order has been dispatched it can't be cancelled, but the return options above still apply.
Multi-calendar orders
If you return some of the calendars from a 2- or 3-calendar order, we refund the difference between what you paid and the price of the calendars you keep at the matching bundle price.
How refunds are paid
Refunds go back to the original payment method within 5 business days of the return reaching us, or of our approving the refund when nothing needs to be sent back. Your bank or card provider may take a further 5–10 business days to show it. If 10 business days have passed since we confirmed your refund and you still can't see it, email us and we will chase it with you.
What is not refunded
- Shipping charges on a change-of-mind return.
- Shipping Protection and the 30-Day Damage Guarantee once your order has been dispatched, because the cover has already started. Both are refunded in full if you cancel before dispatch.
- Opened calendars returned without the 30-Day Damage Guarantee, unless they are faulty.
- Returns requested more than 30 days after delivery, except missing pieces and faults as described above.
Contact
Email contact@faithharbor.shop with your order number. We answer every message within one business day, Monday to Friday.