Effective Date: October 26, 2023

Dear Esteemed Collector,

At Steinbach Shop, we craft each nutcracker, pyramid, music box, and ornament to become a cherished heirloom. We trust that your purchase will bring joy and tradition to your home for generations. However, we understand that sometimes an item may not meet your expectations. Our Returns & Exchanges policy is designed with the same care and respect that defines our collections—ensuring your complete satisfaction and peace of mind.

Our Policy at a Glance

  • Return Window: 15 days from the date of delivery.
  • Condition: Items must be unused, in original packaging, and in resalable condition.
  • Process: Contact us first for authorization, then ship the item back.
  • Refunds: Issued to the original payment method within 10 business days of receipt.
  • Exchanges: Subject to availability; we will guide you through the process.
  • Non-Returnable Items: Limited Nutcrackers (due to their exclusive nature) and any personalized or used items.

Please Note: Shipping costs for returns are the responsibility of the customer, unless the return is due to an error on our part or a defective item. Original shipping fees are non-refundable.

Step-by-Step Return & Exchange Process

Step 1: Initiate Your Request (Within 15 Days of Delivery)

Please contact our Customer Care team at [email protected] to initiate a return or exchange. Include your order number and details about the item. We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and instructions.

Step 2: Prepare Your Package

Carefully repack the item in its original packaging, including all accessories, certificates, and documentation. Please include a copy of your order confirmation or packing slip. Write the provided RMA number clearly on the outside of the box.

Step 3: Ship the Item Back

Ship the package to our returns center at the address provided in your RMA instructions. We recommend using a trackable and insured shipping service (such as DHL, FedEx, or EMS) and retaining your proof of postage. Our address for reference is:

Steinbach Shop Returns Center
3844 Raintree Boulevard
Indianapolis, US 46225

Step 4: Processing & Completion

Once we receive and inspect your return, we will notify you via email.

  • For Refunds: Your refund will be processed to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution.
  • For Exchanges: If the requested item is available, we will ship it to you promptly. You will receive a new tracking number. If it is unavailable, we will offer a refund or an alternative.

Return Request Email Template

To streamline your request, you may use the template below when emailing us.

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Steinbach Shop Customer Care, I would like to request a return/exchange for an item from my order. Order Number: [Please insert your order number] Item Name: [e.g., “King Nutcracker – Traditional Red”] Reason for Return/Exchange: [Please specify, e.g., “size,” “color,” “defect,” etc.] I have read and agree to the terms of your Returns & Exchanges policy. My preferred resolution is: [ ] Refund to original payment method [ ] Exchange for: [Please specify desired item, if known] Please provide the RMA number and return instructions. Sincerely, [Your Full Name] [Your Email Address] [Your Phone Number – Optional]

Important Considerations

Non-Returnable Items

To preserve the integrity and exclusivity of our most special collections, the following items are final sale and cannot be returned or exchanged:

  • Limited Nutcrackers: These exclusive pieces are produced in restricted quantities, often numbered and certified, making each one a unique collectible. All sales for items in the “Limited Nutcrackers” menu category are final.

Additionally, any item that is not in its original condition, is damaged due to customer handling, is missing parts, or has been personalized, is not eligible for return.

Damaged or Defective Items

In the rare event that your heirloom arrives damaged or defective, please contact us immediately at [email protected] within 48 hours of delivery. We will arrange a prepaid return label and expedite a replacement or full refund at no cost to you.

International Returns

As a global shop (serving most regions worldwide), customers are responsible for any customs duties, taxes, or international shipping costs associated with the return. The refund will be for the item’s purchase price only.

Your Satisfaction is Our Tradition

We are here to ensure that your experience with Steinbach Shop reflects the quality and trust inherent in every piece we offer. If you have any questions about this policy, please do not hesitate to contact our dedicated team.

With warm regards,
The Steinbach Shop Team

Contact for Returns & Exquiries:
Email: [email protected]
Postal Address: 3844 Raintree Boulevard, Indianapolis, US 46225

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