Refund policy
Refund & Return Policy
At Family & Gifts, we want you to feel confident when shopping with us. If you are not fully satisfied with your order, please contact us and our support team will help you with the next steps.
30-Day Return Policy
We accept return requests within 30 days after your order is delivered.
To be eligible for a return, the item must be:
- Unused, unworn, and in the same condition you received it
- In its original packaging
- Returned with proof of purchase, such as your order confirmation or receipt
To request a return, please contact us at:
Please include your order number and the reason for your return request.
Items sent back without first contacting us and receiving return instructions may not be accepted.
Return Shipping
For standard returns, customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
If your item arrived damaged, defective, or you received the wrong item, please contact us and include clear photos of the issue. If approved, we will arrange a replacement, refund, or another suitable solution.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us as soon as possible at:
Please include:
- Your order number
- A clear photo or video of the item
- A short explanation of the issue
Once reviewed, we will help resolve the issue by offering a replacement, refund, or another suitable solution depending on the situation.
Personalized or Custom Items
Some personalized or custom-made items may not be eligible for return unless they arrive damaged, defective, or incorrect.
This includes items made with custom names, dates, messages, or other personalized details.
If there is an issue with your personalized item, please contact us and we will review it carefully.
Exchanges
If you would like a different item, size, style, or variant, please contact us first.
In most cases, the fastest way to exchange an item is to return the original item first. Once the return is approved, you can place a new order for the item you want.
Order Cancellations or Changes
We begin processing orders as soon as possible after they are placed.
If you need to cancel or change your order, please contact us quickly at:
We will do our best to help. However, cancellation or changes may not be possible if your order has already been processed, personalized, or shipped.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank, credit card company, or payment provider may take additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at:
Customs, Duties, and Taxes
Depending on your country, your order may be subject to import duties, taxes, or customs fees.
These charges are determined by your local customs office and are the customer’s responsibility.
We are not responsible for delays caused by customs processing.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
The item must be unused, unworn, in its original packaging, and include proof of purchase.
Personalized or custom-made items may be excluded from this right unless they arrive damaged, defective, or incorrect.