Change of mind

You can request a return within 14 days of delivery. The item must be unused and in its original packing. Return shipping is at your own cost, and the full amount is refunded once we receive the item back and confirm it's in that condition. Perishable or short-shelf-life items cannot be returned for a change of mind once dispatched.

Damaged, faulty, spoiled, or wrong item

If your order arrived damaged, faulty, spoiled, or isn't what you ordered — including a perishable item — tell us and we'll arrange a return at our cost, with a full refund once we have it back.

Requesting a return

Email support@family-store.online with your order number and the reason. We'll confirm return instructions and, where we're covering the cost, arrange collection.

Refunds

Refunds are issued once the returned item is received and checked — to the original payment method for an online order, or in cash for a cash-on-delivery order. We aim to process every refund within 5 business days of receiving the item back.

Cancelling before dispatch

To cancel before your order ships, see our Cancellation Policy— it's free and immediate, and doesn't require a return.