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\nHoliday shopping comes with second thoughts: the paper pattern looked different on screen, a stocking was ordered twice, or the ornament for Grandpa turned out to be one he already has. This page explains how returns and exchanges work at Merry Wrap, step by step: what you can send back, how long you have, how to start, and what we do once the parcel reaches us. It is about the process of getting an item back to us. How and when your money comes back is covered separately in our Refund Policy.
\nYou can ask for a return or exchange at any time within 60 calendar days of the delivery date shown in tracking. That window is deliberately long: it covers gifts bought in early November and opened on Christmas morning, and it gives you time after the holidays to decide calmly. You only need to contact us within the 60 days; once we send your return label, please post the item within 14 days so the return does not sit open.
\nThe same window applies to gifts. If a stocking was shipped directly to your niece and she would prefer a different style, either of you can contact us within 60 days of the delivery date, with the order number.
\nAlmost everything at Merry Wrap carries a name, a year or a short line of wording, and we know many shops refuse returns on personalised goods. We do not. A paper roll with a child’s name, an ornament with “Sam & Jordan 2026” or a stocking with “Biscuit” on the cuff can all be returned within 60 days, for any reason, with free return postage.
\nBecause a personalised piece cannot be resold to someone else, returned items are not put back into stock. That is our cost, not yours. We only ask that change-of-mind returns come back in the condition you received them: unused wrapping paper still on its roll, ornaments not hung for the season, stockings not filled and used. If the item is damaged, faulty or not what you ordered, send it back in any condition.
\n| Why you are returning | \nCondition we ask for | \nDo you send it back? | \nReturn postage | \n
|---|---|---|---|
| Changed your mind, duplicate order, gift not needed | \nUnused, as received; packaging if you still have it | \nYes | \nFree prepaid label | \n
| Wrong size, style, shape or colour chosen | \nUnused, as received | \nYes, or exchange | \nFree prepaid label | \n
| Arrived damaged (cracked ornament, torn or wet roll) | \nAny condition | \nUsually not; photos are enough | \nFree if we need it back | \n
| Faulty or not as described | \nAny condition | \nUsually not; photos are enough | \nFree if we need it back | \n
| We made a personalisation mistake | \nAny condition | \nUsually not | \nFree if we need it back | \n
| Name spelled as written in the order notes, but you meant something else | \nUnused, as received | \nYes | \nFree prepaid label | \n
The last row matters in December. We use exactly what you type in the order notes and we do not send a proof before production, so a typo in the note becomes a typo on the gift. That still counts as a normal return within 60 days: send it back and we refund it, or place a new order with the corrected wording.
\nPlease contact us before sending anything. A parcel that arrives without warning takes longer to match to an order, especially in January when many returns arrive at once.
\nNothing. Return postage is free for every return, whatever the reason, including change-of-mind returns and exchanges. We send a prepaid return label by email, and we never deduct postage or charge a restocking fee. If you are in Canada, Australia or New Zealand and the label we send cannot be used where you are, we tell you how to post the item and reimburse your reasonable tracked postage instead, once you send us the receipt.
\nYou can exchange an item for a different size, style, shape or colour of the same product: a longer paper roll, a satin finish instead of matte, a star ornament instead of a round one, a knit-look stocking instead of a plush cuff. Exchanges can also change the wording, which is handy when a family has a new arrival to add. Tell us the new choice and the new wording in your request.
\nBecause every exchange item is personalised after we hear from you, we prepare it once your return is on its way back to us, which means the new piece follows the same 1–3 business day preparation and 7–14 business day delivery as any order. If you would rather not wait, the quicker route is often a new order for the item you want plus a return of the original. For a completely different product, we treat it the same way: a return plus a new order. If the option you want is not available, we offer an alternative or return your money.
\nIf a parcel arrives with a cracked ornament, a crushed or wet roll, a stocking with a flaw, or an item that is not what you ordered, tell us within 60 days of delivery and include photos. In most of these cases you keep or recycle the damaged piece; we prepare a free replacement or return your money, as you prefer. If we made a personalisation mistake, such as a name spelled differently from your order notes, we remake the item with the correct wording at no cost. If we do need the item back to check it, we send a prepaid label.
\nWe check the item against your request when it arrives and email you to confirm it is in. For a refund, the money is sent within 7 days of us receiving the return, to the payment method you used; the Refund Policy explains amounts and how long banks take to show it. For an exchange, the new piece is prepared and shipped, and you receive a fresh tracking number. If you chose store credit instead of a refund, it is added to your account, and Merry Wrap store credit never expires.
\nTwo parents each order a stocking for the same child without telling each other. Both arrive with “Mia” on the cuff. Email us with both order numbers, tell us which one you are sending back, and we send a free label. If you would rather keep both and change one of them, for example to a stocking for the new puppy, ask for an exchange and give us the new name.
\nA plaid roll looked deep red on a phone screen but warmer in the living room. Screens show colours differently, and that is a perfectly good reason to return. Leave the paper on its roll, ask for a return or an exchange for another pattern or finish, and post it back with the prepaid label.
\nSomeone types “2025” out of habit in the order notes. Because we use the wording exactly as written, the ornament arrives with that year. This is a normal 60-day return: send it back unused and we refund it, or exchange it for one with the right year. If you notice the mistake within 24 hours of ordering, it is quicker to change the order before production.
\nCustomers outside the United States have the same 60-day window and the same free return postage. The return still comes back to us in the USA, so the parcel crosses a border and can take longer to arrive than a domestic return. Your 60 days are counted from the original delivery date, not from when your return reaches us, so posting late in the window is fine as long as you contacted us within it.
\nPlease mark the parcel as a return of goods on any customs form, using the description and value from your authorisation email. Do not declare a returned item as a gift or as new merchandise, because that can create charges on our side and slow the return down. Import charges you paid when the parcel was first delivered are set by your country’s customs service; we cannot refund them directly, but some customs services offer their own refund process for returned goods, and we are happy to provide any order details you need for that.
\nIf you only placed the order a few hours ago, you may not need a return at all. Within 24 hours of placing an order you can cancel it or change the wording, size, style or address. See Cancel or Change an Order. After that, the item may already be in production, and the return process on this page applies once it arrives.
\nEmail support@merrywrap.shop and we will reply within 24 hours on business days. You can also browse our FAQs, read about delivery times in Shipping & Delivery, or visit the Help Center. Returns are handled by Merry Wrap, 4317 NE 66th Ave, Vancouver, WA 98661, US; please use the return address in your authorisation email rather than posting items without a label.
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