Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@familyessence.store. 

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@familyessence.store.

Order Changes Before Shipment
If your order has not yet been shipped, we may be able to:
change the shipping address;
update product options or variants;
cancel your order and issue a full or partial refund.
Once your order has been shipped, changes or cancellations are no longer possible.

Shipping Issues
If your order is significantly delayed or appears to be lost during transit, please contact us at info@familyessence.store. We will investigate the shipment and, where appropriate, offer a replacement or refund.
If the tracking information shows that your parcel has been delivered but you have not received it, please contact us. We will work with the shipping carrier to investigate the delivery.

Damaged, Defective, or Incorrect Items
If you receive a defective, damaged, or incorrect item, we recommend contacting us within 48 hours of delivery and include clear photos or videos of the issue. We will review your request and, where appropriate, offer a replacement or refund.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Return Shipping Costs
Unless the item is defective, damaged, or incorrect, customers are responsible for the direct cost of return shipping when exercising their 14-day right of withdrawal. For orders delivered within the European Union, the cost of the standard outbound shipping will also be refunded when exercising the statutory right of withdrawal. If you selected a more expensive delivery option than the least expensive standard delivery method offered by us, we are not required to refund the additional cost. We recommend using a tracked shipping service, as we cannot be responsible for items lost during return transit.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@familyessence.store.