Return and Cancellation Policy

Return and Cancellation Policy - House of Holiday

We want you to love your purchase, but if something's not quite right, we're here to help. Please review the following guidelines for returns and cancellations.

Return Policy

We accept return requests within 14 days of delivery, whether the item is defective, damaged, or simply not right for you. Items must be unused, in original packaging, and in resellable condition unless they are being returned due to damage or defect.

IMPORTANT: Even if you do not plan to use your item(s) right away, please inspect your order as soon as it arrives. We cannot accept return requests after the 14-day window, even for damaged or defective items.

Returning Items That Are Not Defective or Damaged

We're happy to accept returns for change of mind, incorrect size, or any other reason — but please note:

  • Items must be in new, unused condition with original packaging
  • Return shipping costs are the responsibility of the customer
  • Shipping and Route Package Protection charges are non-refundable

We recommend using a trackable shipping method to ensure your return is safely received.

How to Request a Return (RMA Required)

All returns require a Return Merchandise Authorization (RMA). Returns without an RMA will not be accepted or processed.

You can request a return through any of the following:

💬 Live Chat

Use the chat icon in the bottom-right corner of our website

📧 Email

Send a request to help@houseofholiday.com

Include: Order Number, Reason for Return, Photos/video if damaged, Replacement or exchange preference

📞 Phone

1-833-ELF-HELP (1-833-353-4357), extension 1

📱 Text

Send the message HELPME to 1-833-353-4357

Timeline: Once approved, you'll have 14 days to ship your return. Please allow 2–3 business days after receipt for us to inspect and process your refund or replacement.

Route Package Protection

Faster, Smoother Returns

If you added Route Package Protection at checkout, your return, replacement, or refund process will be much smoother and faster.

Route protects your order from loss, theft, and shipping damage. Claims are typically resolved within 24–48 hours. And we'll make it even easier — we're happy to file the claim on your behalf.

🌱 Bonus: When you choose Route, you're helping the planet. Your order supports reforestation and carbon removal projects, making your delivery more sustainable.

Learn more or file a claim directly at route.com/shoppers.

Cancellation Policy

Orders can be cancelled only before the fulfillment process begins. Once your order enters fulfillment or ships, we are no longer able to cancel it.

If your order has already shipped, you can still initiate a return within the 14-day window following the process above.

Errors and Mistakes

We work hard to keep all pricing and product information accurate, but errors can occur. House of Holiday reserves the right to cancel any order at any time for any reason, including but not limited to:

  • Potentially Fraudulent Orders: Orders that fail our fraud screening will be cancelled.
  • Incorrect Pricing: If an item was listed at an incorrect price due to a typographical or system error, the order will be cancelled and refunded.

Text Message Disclaimer

If you would like to receive Customer Support text messages from House of Holidays, Inc. (from +1-833-353-4357), you can sign up by texting HELPME to that number.

Message frequency may vary and may include customer care updates. Message and data rates may apply. Reply STOP to unsubscribe, or HELP for assistance. See our Privacy Policy for how we handle your information.