Before dispatch

You can cancel any order for free at any time before it ships. Email support@family-store.online with your order number — we process cancellations personally, since Family Store is a single-owner store, and we aim to confirm within the same day. Stock is released immediately and, for an online payment, a refund is issued the same way.

After dispatch

Once an order has shipped, it can no longer be cancelled outright — it's instead handled as a return under our Return & Refund Policy: goods come back at your cost for a change of mind, or at our cost if the order arrived damaged, faulty, spoiled, or wrong, and a full refund follows once they're back with us. Perishable items cannot be cancelled or returned once dispatched for a plain change of mind — only where something went wrong with the goods themselves.

When the clock starts

Cash-on-delivery orders are confirmed — and the dispatch clock starts — as soon as they're placed. Online orders are confirmed once payment clears. We aim to dispatch within 72 hours of confirmation; see our Shipping Policy for what happens after that.