Frequently Asked Questions

Order/Account Information:

What items are excluded from our Free Shipping promotions?

Please see a complete listing of our ineligible pieces here.

How can I reset my account password?

Please refer to our ‘Forgot Your Password’ page. You will be asked to enter the email that you used to register your account. You will then receive an email with a link to reset your password. Please call us at 1-800-272-8844 if you need assistance, Monday – Friday from 8:30am to 5:00pm EST.

How can I check the status of my current order and/or view past order history?

Please log into your account using our ‘My Account/Dashboard’ page to review current orders as well as past purchases. You may also call us at 1-800-272-8844, Monday – Friday from 8:30am to 5:00pm EST.

How do I make a return?

Please refer to our Returns Policy and fill out the Returns Form to move forward with returning an item.

I have not received my return label. Now what?

At times, UPS return labels may end up in your spam or junk email folders due to increased internet securities. If you still have not received your label, please call our GPS Team at 1-800-272-8844, Monday – Friday from 8:30am to 5:00pm EST or email returns@patiencebrewster.com.

How quickly will my order ship and how soon can I expect delivery?

UPS is our preferred delivery service. Orders typically ship within two business days of your purchase date. Your selection of delivery options will be available to choose at order checkout. Once your order is submitted, please refer to your Shipping Confirmation which will be emailed to you to track your order.

What is your international shipping policy

We are happy to help our international collectors purchase our special handmade pieces! Although our website only accepts shipments within the USA, Puerto Rico and the US Virgin Islands at this time, please feel free to e-mail or call us for an international shipping quote (including Canada)! You can reach us at info@patiencebrewster.com or at 1-800-272-8844, Monday – Friday from 8:30am to 5:00pm EST. **Free Shipping Promotions do not apply**

Do you sell gift certificates?

Yes, we do! Click here for more information!

Product/Inspiration Information:

How are these handmade designs created? Does Patience make every piece?

Patience Brewster is the sole artist. She designs every single piece. The design process begins with her detailed painting and additional supplemental view drawings. Patience Brewster’s designs are handmade by our artisans in the Philippines, Poland and India. Our linens are made in Shanghai. Learn more from Patience about how her designs evolve on our YouTube channel.

How should I store my Patience Brewster products?

Just store them to their original boxes. You can stack the boxes. Try to keep them high and most definitely, dry.

What is Department 56 and why do I occasionally see Patience's designs called "Krinkles"?

Patience’s ornaments were originally called "Krinkles" and were made by a large public company called Department 56 (D56). Please refer to our "About the Ornaments” page to learn all about Patience Brewster designs and their journey through past, present and future!

How do I find a retired design that is no longer in production?

We would love to help you with this! Image references are always great if possible. Call our expert GPS Team at 1-800-272-8844, Monday – Friday from 8:30am to 5:00pm EST or email: info@patiencebrewster.com .

How can I receive a catalog of your collection?

In an attempt to help our planet and to save on inks and paper, we no longer print our beautiful catalogs. If you have a special need for printed pages, please call us for assistance at 1-800-272-8844, Monday – Friday from  8:30am to 5:00pm EST or email info@patiencebrewster.com .

Why can I no longer buy from my local retailer?

Patience Brewster sold her product exclusively to retail stores for six years (2009-2014). There have been so many changes to the wholesale and retail business models that Patience decided it was time to offer her story and personal touch to the customer’s shopping experiences. We look forward to being able to offer you quick and extensive service and directly communicate with you!

Why is there no Rudolph and when can I expect to see him?

This is one of our most frequently asked questions! Please note that Patience Brewster did not base her Dash Away reindeer collection on the song ‘Rudolph the Red-Nosed Reindeer’, made famous by singer Gene Autry in 1949.  Rudolph is also a licensed character. Read more about it on Patience's blog.

The Dash Away collection is based on the classic 1822 poem ‘Twas the Night Before Christmas’ by Clement C. Moore. The original poem pre-dates the song by about 127 years! So, as Patience likes to say, Rudolph was not born yet!

Where is Donner/Donder? Who is “Donna”?

Patience Brewster’s Dash Away collection began with her re-reading the 1822 poem ‘Twas the Night Before Christmas’ by Clement C. Moore every Christmas. Patience decided to illustrate her version of the reindeer, taking a note from the Victorian era but giving it her own modern twist that we all know and love!

When Patience was working on the collection, she came to Donner (or Donder, meaning “thunder”) and felt a female was needed in this position to round out the collection. So she dressed this reindeer in high-heeled magenta boots with a ruffled coat and named her ‘Donna’ since she now looked a bit like a prima ‘dona’. The tongue-in-cheek change from ‘Donner’ to ‘Donna’ was purposeful. Donna has long since been one of the bestselling Dash Away reindeer designs!

Where did Patience’s version of the 12 Days of Christmas originate?

When Patience went to work on this collection, she noticed several variations. She used the earliest one she could find which was an Old English version. The earliest known printed book of “The Twelve Days of Christmas” (ca. 1780) in the children’s book Mirth without Mischief  lists the verses in the following order: 

On the twelfth day of Christmas, 
My true love sent to me 
Twelve lords a leaping, 
Eleven ladies dancing, 
Ten pipers piping, 
Nine drummers drumming, 
Eight maids a milking, 
Seven swans a swimming, 
Six geese a laying,
Five gold rings.
Four colley birds, 
Three French hens, 
Two turtle doves and 
A partridge in a pear tree.

 

There is some historical significance to this version as the verses put the gifts in order of societal ranking at the time, putting the highest, the Lords, at the end (Twelve lords a leaping). 

If you would like to read more about this, please click here.

Who is the Ginger Mother? Was she in the Nutcracker ballet?

If you have ever attended the world famous ballet, you might recall the humorous scene when the gigantic “Ginger Mother” appears on stage. Usually she or he is a tall, comically made-up human on stilts or is wheeled in on a hidden platform wearing an enormous floor-length frilly, flouncy gown to cover such devices. The surprise is when 20-30 little “candies” (tiny, young ballet dancers in various candy-colored costumes) spill out from underneath the petticoats of the giant dress, filling the stage with adorableness!  Find the Ginger Mother and all of our Nutcracker designs here.