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\nThis Refund Policy is about money: when Merry Wrap gives it back, how much, by which route and how fast. The practical side of sending an item back (labels, packing, exchanges) lives in our Returns & Exchanges Policy. If you only need a quick answer, the summary below covers most situations; the sections after it explain the details and the less common cases.
\nMaybe the gift list changed, or a relative already bought the same ornament. Contact us within 60 days of delivery, send the item back unused with the free prepaid label we provide, and you receive the full price you paid for that item. Personalised pieces are included; you do not lose your refund because a name is printed on the item.
\nA cracked ornament, a roll crushed in transit, a stocking with a loose seam: send us photos within 60 days of delivery and choose a refund or a free replacement. Most of the time you do not need to return the piece. Once we have your photos and your choice, the refund is sent within 7 days.
\nIf the wording on your gift differs from what you typed in the order notes, that is our mistake. You can have the piece remade at no cost or take a full refund. Please include a screenshot or copy of your order note together with a photo of the item; that makes the comparison quick.
\nWe use exactly what you write and do not send a proof before production. If a typo in your note ends up on the gift, it is treated like a change-of-mind return: send it back unused within 60 days with the free label and you are refunded in full, or exchange it for a corrected piece.
\nIf the carrier confirms a parcel is lost, or a trace has no answer within 5 business days of us opening it, we refund the order in full or send a replacement, as you prefer. See Shipping & Delivery for when to contact us about a late parcel.
\nOrders cancelled within 24 hours of being placed are refunded in full. After 24 hours the order may already be in production; you can still return it once it arrives, under the 60-day policy. Details are on Cancel or Change an Order.
\nVery occasionally we cannot fulfil an order: for example, wording we cannot reproduce, or an address in a country we do not ship to. We email you first, and if the order cannot go ahead we refund it in full straight away. You never need to ask.
\nWe send your refund within 7 days of receiving your return at our address. For refunds that do not need a return (damaged, faulty or wrong items, lost parcels, cancellations), we send it within 7 days of confirming the claim or the cancellation. You receive an email from us on the day the refund is sent.
\nAfter that, the timing depends on your bank or payment provider. Most refunds appear within a few business days; some card issuers take longer to show the credit on a statement, especially over the holidays. If you cannot see a refund 10 business days after our email, write to us and we will send you the transaction details so your bank can trace it.
\n| Situation | \nClock starts when | \nWe send the refund | \n
|---|---|---|
| Change of mind, typo in your note, wrong option chosen | \nYour return reaches us | \nWithin 7 days | \n
| Damaged, faulty or wrong item (no return needed) | \nWe confirm the claim from your photos | \nWithin 7 days | \n
| Damaged item we asked to have back | \nThe item reaches us | \nWithin 7 days | \n
| Lost parcel | \nCarrier confirms loss, or 5 business days pass without an answer | \nWithin 7 days | \n
| Cancelled within 24 hours | \nWe confirm the cancellation | \nWithin 7 days | \n
By default, refunds go back to the payment method used for the order. If that card has been closed or replaced, the card issuer normally passes the refund to the new card or account; if it cannot, contact us and we will find another way to return the money.
\nIf you prefer, you can choose Merry Wrap store credit instead. Store credit is the full refund amount, it never expires, and it can be used on any future order, which some customers find useful when returning a gift in January and planning next Christmas. Just tell us “store credit, please” in your return request. Gifts returned by the recipient can be refunded to the original buyer or issued as store credit to the recipient; tell us which you prefer.
\n| Situation | \nItem price | \nShipping | \nReturn postage | \n
|---|---|---|---|
| Changed your mind | \nRefunded in full | \nFree, nothing deducted | \nFree prepaid label | \n
| Typo in your own order note | \nRefunded in full | \nFree, nothing deducted | \nFree prepaid label | \n
| Damaged or faulty | \nRefunded in full | \nFree, nothing deducted | \nFree if we need it back | \n
| Our personalisation mistake | \nRefunded in full | \nFree, nothing deducted | \nFree if we need it back | \n
| Lost parcel | \nRefunded in full | \nFree, nothing deducted | \nNot applicable | \n
| Cancelled within 24 hours | \nRefunded in full | \nFree, nothing deducted | \nNot applicable | \n
Because shipping to the US, Canada, Australia and New Zealand is always free, there is never a shipping charge to refund or to keep back. We do not charge restocking fees.
\nA partial refund happens only when you return part of an order: for example, two of three stockings, or one roll from a gift set sold as separate items. In that case we refund the price of the items you return. If a set was sold as one product at one price, it is refunded as one product; tell us if only one piece of a set was damaged and we will usually replace that piece instead.
\nIf a discount code applied to the whole order, the refund for each returned item is the price you actually paid for it after the discount, so you are never refunded more or less than you paid.
\nMerry Wrap does not collect sales tax at checkout, so there is no sales tax line to refund. Import duties or fees charged by Canada, Australia or New Zealand when a parcel arrives are paid to those authorities, not to us, so we cannot refund them directly. Some customs services have their own process for reclaiming charges on returned goods, and we can give you the order details needed for it.
\nReal orders are easier to follow than rules, so here are three typical December and January cases with made-up prices, to show how the policy above works in practice.
\nYou order three name stockings for Liam, Noah and Mia, each priced at the amount shown on the product page, and the whole order ships free. After Christmas, Noah decides he would rather have a knit-look style. You ask for a return on his stocking only. We email you a free label, you post it back, and within 7 days of it reaching us we refund the price of that one stocking. Liam’s and Mia’s stockings are not affected, and nothing is deducted for postage.
\nA paper-and-ornament set arrives in Perth with the ornament cracked. You send two photos the same evening. Because the set is one product, we offer to replace the ornament or refund the whole set. You choose the replacement: the ornament is prepared again and shipped free, and you keep the paper. Had you chosen a refund instead, it would have been the full set price, sent within 7 days of confirming the claim, with no need to return anything.
\nYour sister receives a family-name paper roll she already has. She emails us within 60 days of delivery with your order number. We send her a free label; when the roll reaches us, we follow the instruction you or she gave us: either a refund to your original payment method or store credit in her name. Store credit never expires, so she can use it next season. We tell both of you once it is done, so nobody is left wondering.
\nHoliday checkouts happen in a hurry: the same order placed twice, the wrong quantity, a gift for someone who has already received the same thing. If you notice within 24 hours, cancel or change the order and the full amount comes back to you without any return. After 24 hours, the item may already be personalised; once it arrives, request a return within 60 days and you will still be refunded in full, with free return postage. In both cases the refund goes to the original payment method unless you ask for store credit.
\nIf something is wrong with an order, please contact us first. We answer within 24 hours on business days, and most problems are solved by a refund or a replacement faster than a bank dispute can be. If you have already opened a dispute with your bank or payment provider, tell us; we will share the order details with them and, where you are owed money, refund it directly so the dispute can be closed. Please do not ask for a refund through both routes at once, because that can delay both.
\nEmail support@merrywrap.shop with your order number, or submit a ticket, and we will reply within 24 hours on business days. You may also find your answer in the FAQs or the Help Center. Refunds are issued by Merry Wrap, 4317 NE 66th Ave, Vancouver, WA 98661, US.
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