FAQ

Shipping & Delivery

How long does shipping take?

Orders are usually processed within 1–2 business days. Once dispatched, delivery normally takes 6–10 business days, depending on where you are.

Total estimated delivery time is 7–12 business days.

For full details, please see our Shipping Policy page.

Do you offer free shipping?

Yes. Standard shipping is free on all U.S. orders, with no minimum spend.

Do you ship internationally?

Not at present. Our Family House ships only within the United States. International delivery is not currently available.

Will the delivery driver bring it inside?

No. Orders are delivered to your door by standard parcel carrier. Our carriers do not carry items indoors or upstairs, do not place them in a specific room, and do not remove packaging or old furniture.

Can I track my order?

Yes. Once your order has been dispatched you will receive a confirmation email containing a tracking number and a link to follow your parcel from dispatch to delivery.

My order arrived in more than one box. Is that normal?

Yes. Larger items and multi-item orders often ship in several parcels, and they may arrive on different days. Each parcel has its own tracking number. If part of your order hasn't turned up within the estimated window, get in touch.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items must be:

unused and in their original condition;
fully disassembled where the item was supplied flat-packed;
returned in their original packaging, with all fittings and hardware included.

Please see our Refund Policy for full details.

What if my item arrives damaged or defective?

Email us at contact@ourfamilyhouse.com with your order number and clear photographs of the item, the damaged area, and the outer packaging.

We'll send a replacement part, arrange a replacement item, or issue a refund. We cover shipping costs in these cases, and you won't be asked to pay return shipping.

If the box looks damaged when it arrives, photograph it before you open it. That makes the claim much easier.

When will I receive my refund?

Once your return has been received and approved, refunds are processed within 7 business days.

Your bank or payment provider may need additional time before the funds appear in your account.

Do you charge restocking fees?

No. We do not charge restocking fees on any return.

Exchanges & Order Changes

Can I exchange an item?

Yes. Exchanges are available for a different size, colour, or product.

Please contact our support team to start the exchange. The original item must be returned before the replacement is sent out.

Can I cancel my order?

Orders can be cancelled at any point before dispatch.

Once an order has been dispatched, it can no longer be cancelled and you will need to follow our return process instead.

Can I change my order after placing it?

Changes are only possible before dispatch. If you need to amend your order, contact us as soon as you can at contact@ourfamilyhouse.com. Once the parcel has left, changes are no longer possible.

Payments & Security

What payment methods do you accept?

We accept major credit and debit cards, along with secure digital wallets including Apple Pay, Google Pay, and Shop Pay. The options available to you are shown at checkout.

Is my payment information secure?

Yes. All transactions are protected by SSL encryption and handled in line with PCI DSS security standards. Your full card details are never stored on our servers.

Products & Assembly

Does the furniture need assembling?

Where assembly is required, this is stated on the product page. Instructions and the necessary fittings are included in the box. Most of our side tables and shelving units go together with a screwdriver and take under half an hour.

How do I know it will fit?

Every product page lists the dimensions. Measure your space before ordering, and check that the item will fit through doorways and up stairwells. If you're unsure, email us and we'll help.

Will the colour match the photos exactly?

Close, but not exactly. These are natural wood finishes, so grain and tone vary from piece to piece, and screens render colour differently. Stated dimensions are approximate and small variations can occur.