By placing an order, you confirm that you have read, understood, and accepted the following policy.
1. Defective/Damaged/faulty item(s)
FamilyStore offers the last 30 days from the delivery date or 45 days from the order date for replacement/refund requests. Please initiate your request of choice in our contact via email and include the following information (this is a must):
- Order number
- Email Address
- Subject
- What is the issue with your order?
- Photo/video of proofs of the item(s) you received.
+ If your claim is in regards to a printing error, please include photographs of the error.
+ If your claim is in regards to a print size or placement issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.
+ If some of your items are missing, please provide us with an image of the received package's cover including the detailed shipping label so we can forward it to our production department to investigate the problem.
We will review the photos/videos you send of the defective item and, if your item is eligible, we will resend the product to you. Please note that in order to identify the problem, we need photos of the items you received in case of a breakdown. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product (including shipping costs).
Caution:
- We DO NOT offer refunds or exchanges on any products purchased during a sale or any promotion.
- We DO NOT offer refunds or exchanges on any products for custom and personalized orders.
- We typically DO NOT accept refunds, replacements or exchanges due to customer mistakes such as:
- Incorrect selection of sizes, designs, colors, etc. So please review your order carefully before you check out to ensure your order is correct
- Improper care, damages in use.
Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.
2. Shipping issues
If your order hasn't been updated for more than 15 business days for orders within the US and more than 25 business days for international orders, you do have the right to request a refund or a new replacement for that order.
Caution:
- We typically DO NOT accept refunds or replacements due to customer mistakes such as:
- Incorrect shipping addresses
- Invalid address entry. So please check your address carefully before you check out.
Note:
- As our products are customized, we do not offer a return in any case, we just offer replacement. If your item is defective, you don't need to return the original item and we will resend you a replacement for free.
- We do not allow modifications to replacement items.
- We want your order to be made just the way you want it! We understand that everyone makes mistakes (including us!). Please review your personalization information before submitting your order. Check spelling, names & options carefully.
- The refund process may take up to 7-10 days to get your money back into your account
Your order is only eligible to be canceled and modified within 02 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled or modified.