Lenox will pay return shipping costs for a product that arrives broken or damaged or is defective in any way, or is not the product that was ordered. You are responsible for return shipping costs if the product is no longer needed or desired or if the wrong product was ordered. No Returns on Personalized items unless damaged in delivery and then Lenox will replace the product with a new item upon return of the damaged product. All other merchandise, unused/new, may be returned with proof of purchase (order number/receipt) within 120 days. To return an item call them at 1-800-223-4311 for a return authorization number.