Frequently Asked Questions
The questions we are asked most, answered with the same specifics we use on the product pages.
How long will my order take to arrive?
Add two numbers together. We pack and dispatch in 3–5 business days (up to 7 in October–December). Delivery then takes 10–15 business days to the United States and 12–18 business days internationally, counted from the day the parcel is handed to the carrier. Customs inspections can add time on top, and those are outside our control.
How much is shipping?
$8.99 to the United States and $10.99 to everywhere else, standard tracked shipping. Orders of $59 or more ship free in both regions, calculated on your merchandise subtotal after discounts. See Shipping & Delivery for the full detail.
Where do you ship from?
Our own warehouse in Xiamen, China. There is no domestic warehouse in the US or Europe, so every order travels internationally.
Will I be charged customs or import tax?
Possibly. Any duties, import taxes or handling fees your country applies are your responsibility and are not included in our price or shipping fee. We cannot predict the amount — your local customs office can. We also cannot mark orders as gifts or under-declare value.
Do you ship to my country?
We ship to over 235 countries and regions, including the United States, Canada, the UK, Australia, and most of Europe, Asia and Latin America. If your address can be entered at checkout, we ship there.
Can I cancel or change my order?
Only before it is packed. We dispatch within 3–5 business days, so email hello@festmood.com straight away and we will tell you whether we caught it. Once a parcel is with the carrier we can no longer change it.
Can I change my delivery address?
Only before dispatch, by email, as above. We ship to the address on the order and cannot verify it for you, so please check it at checkout.
How do I return something?
Email hello@festmood.com within 14 calendar days of delivery for a Return Authorization number, then send the unused item back in its original packaging. You pay return shipping. Full conditions, including what cannot be returned, are on Returns & Refunds.
My item arrived damaged. What now?
Email hello@festmood.com within 48 hours of delivery with photographs of the item and its packaging. We will assess it and offer a replacement, store credit, or refund. The photos are not optional — the carrier requires them.
Do seasonal items arrive in time?
Work backwards from the date you need it. For Halloween, order by early October; for Christmas, by late November. Remember that processing (3–5 business days) sits in front of delivery (10–18 business days), and that October–December adds up to 7 days of processing. If you are cutting it close, email us before ordering and we will tell you honestly whether it will make it.
How do I track my order?
You will get a tracking number by email when your parcel ships. See Track Your Order for what to do if the tracking has not updated.
Are your products weatherproof?
It depends on the material, and we say so on each product page rather than claiming everything is outdoor-safe. Resin, plastic and PVC handle rain. Fabric, felt, paper, balloons and cotton cobweb do not — they are fair-weather or covered-porch items. Our Outdoor Halloween Decor collection is the pieces we would actually leave outside.
How do I contact you?
Email hello@festmood.com. Include your order number if you have one — it roughly halves the time to resolve. We reply within 24–48 hours.