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Return Policy

Hallmark stands behind the quality of our products. If you are not satisfied with your order, you may return it within 90 days of the original purchase date. Unfortunately, our Hallmark Gold Crown retail stores are unable to accept returns for online purchases at this time, including those orders shipped to a store.

NOTE: Hallmark reserves the right to limit returns on large-quantity orders or seasonal closeouts.

Download Return Form

General return instructions

  1. 1. Use the original packaging or a sturdy corrugated carton.
  2. 2. Enclose the completed return form with the items being returned.
  3. 3. Clearly print the requested information on the return label. Please write your order number in the RA# field.
    NOTE: Contact us if you need a replacement shipping label.
  4. 4. Attach the red return shipping label over the original shipping label on the carton.
  5. 5. Note the tracking number from the red shipping label and keep it with the original packing list for your records until your return is fully processed.
  6. 6. Drop your package at a FedEx pickup location. To find a location near you, visit

Refund information

When we receive your return, we’ll issue a refund for the purchase price of the item on your original method of payment, minus $5.00 for the return shipping fee. You’ll receive an email when your credit has been processed, generally within a week of when we receive your return.

If you received the item as a gift, we’ll refund the purchase price to a gift card that can be used online or in one of our participating Gold Crown retail stores.


Exchanging an item

For the best selection, please place your replacement order online or contact 1-800-Hallmark for assistance. Your payment method will be charged for the new order, and your original order will be credited after you return the items. Follow the general return instructions to return the original item.

Replacing damaged or defective items

If you received an item that was damaged in shipping, please contact us for instructions and an expedited replacement order. In some cases, a photo of the damage may be requested. We are unable to repair damaged or defective items shipped to our returns center.

Personalized orders

Personalized and customized orders may not be returned or exchanged. If your order arrived damaged, please contact us for instructions and an expedited replacement order. In some cases, a photo of the damage may be requested.

Same-day pickup orders

If you ordered an item for same-day pickup, please work directly with that store for returns and exchanges.

Keepsake Ornament Club ornaments

If you are not completely satisfied with your KOC membership ornaments, you may return them and exchange your ornaments or cancel your membership. Just complete the return form that was in your shipment and include it with your return. Make sure to note the tracking number on the FedEx label so the package can be tracked. If you have questions, call 1-800-HALLMARK and select the Keepsake Ornament Club option when prompted. Please do NOT download and print the return form above for KOC ornaments.