Return Policy

We hope you love what you ordered. But in case you don’t, we’re here to help with free returns for online orders. 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: We reserve the right to limit returns on large-quantity orders or seasonal closeouts. Face masks are final sale only and cannot be returned or exchanged.

Start a return

There are two ways to begin the return process.

A. Chat to start the process online. Have your order number handy to help the process go more quickly.

B. Call us at 1-800-HALLMARK

Refund information

Once your refund is approved, we’ll issue a refund for the full purchase price (including shipping costs) of the item on your original method of payment. 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.


Hallmark reserves the right to limit or suspend its refund or return policy in circumstances of excessive use, abuse, or suspected fraud.

Exchanging an item

For the best selection, please place your replacement order online or contact 1-800-HALLMARK for assistance. If you contact us first, we will waive any standard shipping charges on your replacement order. Your payment method will be charged for the new order, and your original order will be credited after you return the items. Follow the return-by-mail 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. We are unable to repair damaged or defective items shipped to our returns center.

Personalized orders

If you are not satisfied with your personalized item, please contact us within 90 days of the original purchase date so we can provide instructions on next steps.

Same-day pickup orders

Please return same-day pickup items directly to that store within 90 days of the purchase date. To receive a refund to your credit card, please bring your order confirmation email and pickup slip. If you paid via PayPal or don't have a receipt, you'll receive an exchange or merchandise store credit for the item(s) equal to the current retail selling price.

Keepsake Ornament Club Dream Box

If you are not completely satisfied with your KOC membership or the Dream Box, please call 1-800-HALLMARK and select the Keepsake Ornament Club option when prompted. Please do NOT use the return form above.