Just as we thoughtfully curate each gift to celebrate life’s meaningful moments, we stand behind our collections with a commitment to your complete satisfaction. If your purchase isn’t quite right, we’re here to help with a straightforward and caring returns process.

Our Return Policy at a Glance

  • Return Window: 15 days from the date you receive your item(s).
  • Condition: Items must be unused, in their original packaging, and with all tags and accessories attached.
  • Process: Please initiate your return request using the process below before sending any items back to us.
  • Refunds: Issued to the original payment method within 5-10 business days after we receive and inspect the returned item.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping costs are the responsibility of the customer, unless the return is due to our error or a defective item.

Step-by-Step Return or Exchange Process

  1. Contact Our Care 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. You can use the template provided below to ensure we have all the necessary information.
  2. Receive Instructions: We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions for mailing your return to our Oakland hub.
  3. Package and Ship: Securely package the item(s) in their original packaging, include the RMA number clearly on the outside of the box, and ship it to the address we provide. We recommend using a trackable shipping service for your peace of mind.
  4. Inspection and Completion: Once received at our warehouse, our team will inspect the item(s). Upon approval, we will promptly process your exchange or initiate your refund.

Return/Exchange Request Email Template

To make the process smooth, please copy, paste, and fill out the following information in an email to [email protected]:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Hallmark Gift Shop Care Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item(s) for Return/Exchange: [Product Name, e.g., “Personalized Keepsake Ornament – Design A”] Reason for Return/Exchange: [e.g., Size, Damage, Wrong Item, Change of Mind] I have read and understand the return policy. The item(s) are unused and in their original packaging. Please provide the next steps and the return address. Thank you, [Your Name]

Refunds: Timing & Method

Your refund is our priority once we receive your return.

  • Timing: Please allow 5-10 business days for the refund to be processed after we have received and approved your returned item.
  • Method: The refund will be issued back to the original payment method used for the purchase (e.g., Visa, MasterCard, JCB, or PayPal). The funds should appear in your account shortly after we process the refund, though the exact timing may depend on your bank or payment provider.
  • Exchange Shipping: For exchanges, we will ship the new item to you via our standard shipping method once the return is approved. Any price differences will be charged or refunded accordingly.

❤️ Items We Cannot Accept for Return

To ensure the safety and integrity of our products for all our gift-giving community, we are unable to accept returns or exchanges for the following items, unless they arrive damaged or defective:

  • Personalized & Customized Items: This includes Personalized Keepsake Ornaments, monogrammed Baby Clothes, engraved Address Books, or any item customized with a special message or name. These are made uniquely for you.
  • Bath & Body Products: For health and safety reasons, opened or used Bath Sets, Bath & Body items, and Candles that have been burned cannot be returned.
  • Edible Items: All Candy & Chocolate products are final sale.
  • Opened Seasonal & Party Goods: Banners & Streamers, Cake Toppers & Candles that have been removed from their original packaging.

If a non-returnable item arrives damaged, please contact us within 48 hours of delivery with photos, and we will gladly make it right.

We’re Here to Help

Your trust is our most valued asset. If you have any questions about our policy or need assistance with a return, please don’t hesitate to reach out to our dedicated care team.

Hallmark Gift Shop
906 Wayside Lane, Oakland, US 94612
Email: [email protected]

Thank you for letting us be a part of your celebrations and for your understanding.