Return Policy

An order can come back within 30 days of the delivery date recorded by the carrier. The clock starts on delivery rather than on the day you ordered, which matters for anything bought well in advance.

If a parcel sat with a neighbour for a week before you collected it, the window still runs from the carrier's recorded delivery date. If it arrived while you were away, say so and we will look at the dates with you rather than quoting the rule back at you.

Anything that has not yet been dispatched is simply cancelled and repaid in full, which is quicker and cheaper for both sides than sending it out and back.

We accept items that are unused, unwashed and still in their original packaging, with every part, fitting, tag and instruction leaflet that came in the box.

Please compare what arrived against the product page before discarding any packaging or breaking a seal. Once wrapping is gone or a seal is broken, an item often cannot be sold to anyone else, and that is the point at which a return becomes difficult.

Where the condition is arguable, we ask for a photograph and explain our reasoning before deciding either way. You will never receive a bare refusal with no explanation.

Inflatable decorations that have been fully inflated outdoors, light sets with cut, spliced or taped cable, and items returned with sap, tape, glue, glitter or staking marks cannot be accepted as unused. Once a piece has been staked, tied or taped into position, it can no longer be sold as new.

Battery-powered garlands and trees returned with batteries still fitted, corroded contacts or a damaged controller may be refused or refunded in part, because the fault cannot be separated from the power source. Remove the batteries before storage and keep the original ties and packaging with the set.

Seasonal clearance lines, personalised pieces and anything marked as final sale on the product page sit outside the standard return window. The marking is displayed before checkout, so the position is known before the order is placed.

Email support@modellasale.shop with the order reference, the item you want to send back, and a sentence about why. The reason helps us decide whether this is a change of mind or a fault, because the two follow different routes.

We reply with a return address and packing notes, normally within one working day. Please wait for that reply before posting anything, since returns sent without approval cannot be tracked against your order.

Write the order reference inside the parcel as well as on the outside. If the label is damaged in transit, the note inside is what allows us to identify the return.

Keep the counter receipt until the refund appears. It is the only evidence if a parcel disappears on its way back.

If you have changed your mind, the return carriage is yours to arrange and the original postage is not refunded. That reflects the fact that the outward delivery was already performed.

If the item arrived damaged, faulty or different from what was ordered, we meet the carriage cost and repay everything you paid, postage included.

Send anything valuable or bulky on a tracked service. An untracked return that vanishes in transit cannot be refunded, because there is no way to establish what happened to it.

Where several items from one order are coming back, send them together if you can. Separate parcels are treated as separate returns and each carries its own carriage cost.

Report a damaged, incomplete or incorrect delivery within seven days, with photographs of the item and of the packaging it arrived in.

We treat these as our error rather than a change of mind: the return carriage is on us, and you choose between a replacement, a full refund or a different item.

Please do not attempt a repair, a touch-up or a wash before contacting us. An attempted fix usually limits what we can recover from the supplier and slows the whole claim down.

If a replacement is out of stock, we will say so and refund instead, rather than leaving you waiting for a parcel that may never come.

Holiday Harbor issues the refund to the original payment method within seven calendar days of the returned item arriving and passing inspection.

Once the returned item reaches us and passes inspection, the refund is issued to the original payment method within seven calendar days.

Inspection is a simple check that the item is unused, complete and matches what was sent. If something is missing we email before adjusting anything, so a deduction never appears without explanation.

Card issuers and banks frequently need a further three to five working days to show the credit on your statement. That part is outside our control, but we email you the moment the refund leaves our side so you know it has been released.

A return that arrives after 30 days is looked at individually rather than refused automatically. We may still accept it, or we may send it back at your cost, depending on the item and how late it is.

Parcels refused at the door, or returned as undeliverable because they were never collected, are treated as change-of-mind returns: the item price is repaid once the parcel reaches us, but the original carriage is not.

If a late return is already on its way, tell us. We would rather know it is coming and decide in advance than have it appear unannounced.

If you are unsure whether something qualifies, ask first. A two-line email costs nothing and often saves a parcel travelling in both directions for no reason.

Include the order reference, and a photograph where condition is in question, so the answer does not need a second round of messages.

Questions about returns go to support@modellasale.shop and are answered within one working day, Monday to Friday. Anything time-sensitive should carry the relevant date in the subject line and will be handled ahead of the queue.

There is no penalty for asking, and we would rather give you a straight answer up front than let you discover the answer after paying for postage.