Ensuring Your Holiday Season is Full of Joy, Not Worry

At Northlight Shop, we pour our heart into every festive product we offer—from our sparkling Christmas Lights and elegant Christmas Trees to our charming Christmas Decorations and delightful Christmas Dining & Entertaining essentials. We want you to be absolutely thrilled with your purchase. However, we understand that sometimes an item may not be the perfect fit for your celebration. That’s why we’ve created a straightforward, caring returns and exchanges process to preserve the magic of your season.

✨ Quick Policy Summary:
  • Return/Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Contact us first at [email protected] to initiate a return or exchange.
  • Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, PayPal).
  • Refund Timing: 5-10 business days after we receive and inspect your return.

Our Returns & Exchanges Promise

Just as we handle your personal data with care and security, we handle your satisfaction with the same dedication. Our policy is designed to be clear, fair, and infused with the festive spirit that defines Northlight Shop. We aim to resolve any issue promptly, so you can return to enjoying the holidays.

Step-by-Step Return or Exchange Process

  1. Contact Our Customer Service Team (Within 15 Days of Delivery)
    Please email us at [email protected] with your order number and details about the item you wish to return or exchange. Our friendly team is here to guide you. You can use the template at the bottom of this page to ensure you provide all necessary information.
  2. Receive Your Return Authorization & Instructions
    We will respond within 1-2 business days (matching our order processing speed) with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Please do not ship any items back without this authorization.
  3. Pack the Item Securely
    Please place the item in its original packaging, including all tags, accessories, and protective materials. Include a copy of your order confirmation or the RMA number inside the package. We recommend using a trackable shipping service.
  4. Ship the Package
    Send your package to the address provided in your instructions. Please note:
    • Return shipping costs are the customer’s responsibility, unless the return is due to our error or a defective item.
    • Original shipping fees (Standard or Free Shipping via EMS) are non-refundable.
  5. We Process Your Return/Exchange
    Once we receive and inspect the returned item (typically within 3-5 business days of arrival), we will notify you via email.
    • For Exchanges: We will ship the replacement item promptly. Shipping times will follow our standard rates (see our shipping policy).
    • For Refunds: We will initiate the refund to your original payment method.

Refund Timeline & Method

Your refund will be processed back to the original payment method used during checkout (Visa, MasterCard, JCB, or PayPal).

  • Timing: Please allow 5-10 business days for the refund to appear in your account after we have approved it. The exact time depends on your financial institution’s processing speed.
  • Note: Refunds for orders paid via PayPal will be credited to your PayPal balance.

Important Exceptions & Non-Returnable Items

To ensure the health, safety, and magic of our products for all customers, the following items cannot be returned or exchanged unless they arrive damaged or defective:

  • Personalized or Custom-Made Items: Any product that has been monogrammed, engraved, or specially customized for you.
  • Final Sale Items: Any item clearly marked as “Final Sale” on the product page.
  • Opened or Used Seasonal Consumables: This includes, but may not be limited to, certain Christmas Dining & Entertaining items (e.g., opened food-safe candles, used tableware in a manner that cannot be sanitized).
  • Damaged Items Due to Customer Misuse: Products that are damaged after delivery due to improper handling, installation, or care.

Analysis Note: Based on the website’s menu and festive product focus, special care should be taken with personalized decorations, intimate dining items, and seasonal consumables which are central to the holiday experience but may not be suitable for resale.

Return/Exchange Request Email Template

To make the process as smooth as possible, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Northlight Shop Team, I would like to request a return/exchange for an item from my recent order. Order Number: [Please insert your order number] Item Name: [e.g., “Frosted Berry Wreath” or “LED Fairy String Lights”] Reason for Return/Exchange: [e.g., “Wrong size,” “Changed mind,” “Item defective/damaged”] I have read and understand the Returns & Exchanges policy on your website. Please send me the Return Authorization details and instructions at this email address. Thank you for your help in making this right. Warmly, [Your Full Name] [Your Phone Number – Optional but helpful]

Questions? We’re All Ears, Full of Festive Cheer.

Our customer service team, operating from 2970 Winifred Way, HOMER, US 43027, is dedicated to helping you. For any questions about returns, exchanges, or your order:

📧 Email: [email protected]
We strive to respond to all inquiries within 1-2 business days, just like we process your orders.

Thank you for being part of the Northlight Shop family. Our goal is not just to sell holiday items, but to contribute to your secure, joyful, and magical holiday moments.

Warmly,
The Northlight Shop Family
Bringing Festive Magic to Every Home