Frequently Asked Questions

Welcome to MrCrimbo, your ultimate destination for all things Christmas! As a family-run business, we are committed to providing you with the perfect Christmas trees, twinkling lights, and festive home decor. Our goal is to help you create magical memories with your loved ones during the festive season. Whether you're shopping for decorations, gifts, or looking for information about our services, we've compiled a list of frequently asked questions to assist you. Let's start your Christmas countdown with Mr Crimbo today! 

MrCrimbo Head Office

Our headquarters are located at: 3 Brewster Place Riverside Business Park Irvine, North Ayrshire Scotland, KA11 5DD

Customer Support

Our customer support is available Monday – Friday, 8am – 4pm. You can reach us at: Phone: 01294 204004 Email:

Ways to Pay

We accept various payment methods for your convenience:

  • Credit/debit card
  • Shop Pay
  • Apple Pay
  • Google Pay

Payment Declined, but Pending in Account (Shadow)

If your payment was declined, your bank may have placed a "shadow payment" on your account. This will be returned to your bank account as the order was not completed.

Refund Process

We aim to issue a refund back to the original payment method within 1 – 2 working days after receiving the item. The payment service can then take up to 7 days to return the payment to your account. You will receive an email from us when we process the refund.

Order Online & Collect in Store

Currently, we do not offer the option to place an order online and collect in store.

Return an Online Order to the Store

Online orders need to be returned to our head office with a returns authorisation reference. They won’t be accepted in store.

Track My Order

Registered users can track their order via their account. Guest users will receive a tracking reference in their dispatch confirmation email.

Order Over the Telephone

Due to GDPR restrictions, we do not currently offer telephone orders. All orders are required to be placed online.

Missing Item

If an item is missing from your order, please check all packaging. If you still can't locate the item, contact us within 24 hours of receiving the order.

Update Personal Details

Registered customers can update their details by logging into their account. Changes to order details are not possible due to our quick order processing.

Damaged/Faulty Order

If any items arrive damaged or faulty, please contact us.

Discounts for Large Quantity

For discounts on large quantities, please contact us with the product code & quantity you require.

Credit Account

We do not currently offer credit accounts.

Dispatch Time

Orders placed before 2pm are dispatched the same day. Orders placed after this time will be dispatched the following working day.

Pre-order Delivery

Pre-order items will have the expected release date shown on the listing. You will be informed at the checkout if any items are presale.

Shipping of Pre-order and In-stock Items

We can ship in-stock items straight away, or ship all items together if preferred. Please contact us with your preference.