FAQ

Shipping & Delivery

How long does shipping take?

Orders are usually processed within 1–2 business days. After dispatch, delivery typically takes between 6–10 business days depending on the destination.

Estimated total delivery time: 7–12 business days.

For more information, please visit our Shipping Policy page.

Do you offer free shipping?

Yes — we provide free standard shipping on all U.S. orders with no minimum purchase required.

Do you ship internationally?

Currently, we only ship within the United States. International shipping is not available at this time.

Can I track my order?

Absolutely. Once your order has been shipped, you’ll receive a confirmation email containing your tracking number and a link to monitor your delivery status.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. To qualify for a return, items must be:

Unused and unworn
In their original condition
Returned with original packaging

Please refer to our Refund Policy for complete details.

What if my order arrives damaged or incorrect?

If you receive a damaged, defective, or incorrect item, please contact us at info@ourfamilyhouse.com with:

Your order number
Photos of the item and packaging

Once reviewed, we’ll provide an appropriate solution such as a replacement, refund, or store credit. In these cases, return shipping costs will be covered by us.

When will I receive my refund?

Approved refunds are processed within 7 business days after the returned item is received.

Please note that your bank or payment provider may require additional processing time before the funds appear in your account.

Are there any restocking fees?

No. We never charge restocking fees for returns.

Exchanges & Order Changes

Can I exchange an item?

Yes. Exchanges are available for different sizes, colours, or alternative products.

To begin an exchange, please contact our support team. The original item must be returned before the replacement is shipped.

Can I cancel my order?

Orders may be cancelled before they are shipped. Once an order has been dispatched, cancellations are no longer possible, but you may still return the item according to our return policy.

Can I update my order after placing it?

Order modifications are only possible before shipment. If you need to make changes, contact us as soon as possible at info@ourfamilyhouse.com.

Payments & Security

What payment methods do you accept?

We accept major credit and debit cards, along with trusted payment options such as Apple Pay and Shop Pay. Available methods are displayed securely during checkout.

Is my payment information secure?

Yes. Our store uses SSL encryption and follows PCI DSS security standards to help protect your payment information.

Your full payment details are never stored on our servers.

Products & Sizing

How can I find the right size?

Each product page includes a detailed sizing guide to help you choose the best fit.

If you need additional assistance, our support team will be happy to help.

What happens if an item is out of stock?

Products that are currently unavailable will be clearly marked as out of stock. Where available, you can subscribe to restock notifications directly on the product page.