At Hallmark, we pour our hearts into every product—from our classic stuffed animals to our inspirational books—and we want you to be completely delighted with your purchase. If for any reason you’re not satisfied, our returns policy is designed with the same care we put into crafting our gifts.

Our Return Promise

We accept returns of most items within 15 days of delivery when they’re in original condition with tags attached. Just like the thought behind our guest books and photo albums, we believe every return should be handled with personal attention.

Please Note: For hygiene reasons, we cannot accept returns on personalized items (like recordable storybooks), opened arts & crafts supplies, or plush toys that have been removed from their original packaging.

How to Return an Item

  1. Contact Us: Email our customer care team at [email protected] within 15 days of receiving your order. Use our template below to ensure we have all needed information.
  2. Wait for Instructions: We’ll respond within 2 business days with return authorization and shipping instructions.
  3. Package Carefully: Return items in their original packaging with all tags attached—just as you’d expect when receiving our premium dolls & pretend play items.
  4. Ship Back: Send your return via your preferred carrier. We recommend using a trackable service.

Return Email Template

Subject: Return Request for Order #[Your Order Number]

Dear Hallmark Customer Care,

I would like to return/exchange the following item(s) from my order #[Your Order Number]:

Product Name(s): [List items, e.g., “Itty BittysÂŽ plush”]
Reason for Return: [Brief explanation]
Preferred Resolution: [Refund/Exchange for specific item]

Please advise on next steps at your earliest convenience.

Sincerely,
[Your Full Name]
[Your Contact Information]

Refund Process

Once we receive your return:

  • Processing Time: 3-5 business days to inspect returned items
  • Refund Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Timeline: 5-10 business days for the refund to appear in your account

For exchanges (like swapping one developmental toy for another), we’ll ship your new item as soon as we process the return.

Return Shipping Costs

Customers are responsible for return shipping costs unless the item arrived damaged or incorrect. For international returns (excluding Asia and certain remote regions), please contact us for specific instructions.

Damaged or Incorrect Items

If your puzzle & game set arrived damaged or you received the wrong kids book, contact us immediately at [email protected] with photos of the issue. We’ll arrange a prepaid return label or send a replacement at no cost to you.

We stand behind every product in our collection—whether it’s a cookbook that sparks joy or a baby & toddler toy that inspires growth. Our returns policy reflects our commitment to your complete satisfaction, just as each Hallmark gift reflects thoughtfulness and care.

For additional questions about returning your adult fiction books or other items, please don’t hesitate to reach out to our customer care team.