Refund & Returns Policy

At NutcrackerStockings.shop, we want your holiday mantel to look absolutely magical. We stand behind the quality, durability, and craftsmanship of our embroidered velvet stockings with our 100% Heirloom Quality & Stitching Guarantee.

1. Personalized & Custom Items Policy

Each Nutcracker stocking is custom-stitched with unique family names, specific characters, and chosen embroidery fonts. Because custom-personalized items cannot be restocked or resold, we cannot accept standard returns or exchanges for buyer’s remorse (such as changing your mind about a name or color after production has finished).

However, we offer a generous 12-hour modification window: If you spot a typo in your order confirmation, email us within 12 hours at support@nutcrackerstockings.shop and we will adjust your customization free of charge before stitching begins.

2. When You Are Eligible for a Full Replacement or Refund

We will happily replace your stocking immediately (expedited) or provide a 100% refund in the following situations:

• Stitching / Spelling Errors: If the embroidered name or character style does not match what you entered during checkout.
• Manufacturing Defects: Any tears, broken velvet hanging loops, flawed seams, or damaged 3D embroidery threads upon arrival.
• Transit Damage: Items crushed, soiled, or damaged by the shipping carrier during transit.
• Lost in Transit: If your package is confirmed lost by USPS/UPS or fails to arrive within our guaranteed delivery window.

3. How to Submit a Claim (Simple 3-Step Process)

1. Send an Email: Contact our team at support@nutcrackerstockings.shop within 30 days of receiving your delivery.
2. Provide Details: Include your Order Number (e.g., #1042), a brief description of the issue, and 1–2 clear photos showing the defect or spelling discrepancy.
3. Prompt Resolution: Our customer support desk will review your claim within 12–24 hours. Once verified, we will immediately queue a priority replacement stocking or process a full refund to your original payment method.

4. Refund Processing Time

Approved refunds are processed immediately back to your original payment method (Credit/Debit Card, Apple Pay, Google Pay, or Cash App Pay via Stripe). Banks typically reflect the credited funds on your statement within 3–5 business days.

5. Cancellation Policy

Orders can be cancelled for a 100% full refund within 12 hours of placement. After 12 hours, raw velvet materials are prepped and the computerized embroidery file is generated, at which point cancellations may incur a material setup fee per stocking if production has commenced.