Returns Policy

Revised on 15 May, 2025

 

At Family Apparel Movement, we are fully-committed to ensuring the best shopping experience for our customers. Although, we make every effort to ensure that our products are of the highest quality and fully meet our customers’ expectations, we understand that sometimes situations arise where you may need to return or exchange our product. This Returns Policy outlines the guidelines and procedures for returning or exchanging items purchased from our online store. Please read the following information carefully.

 

ELIGIBILITY FOR RETURNS OR EXCHANGES

If you have decided to return or exchange your purchase, we will be absolutely happy to help you. In order to qualify for a return or exchange, the following conditions must be met:

1. A return must be initiated within no more than 30 days from the delivery date.
2. The item being returned must be in its original condition, unused, and with all original tags, dust bags, and packaging intact – used items ARE NOT ELIGIBLE for returns or exchanges under any circumstances.
3. The item is not a personalized or custom-made product.
4. The item was not marked as "Final Sale."

 

RETURNING REGULAR PRODUCTS FOR A REFUND

Please follow these guidelines for returning a regular product:

1. Contact us by email at info@shopthefam.com within 30 days of receiving your order to initiate the return process. Provide your order number and details about the item(s) you wish to return.
2. Our Customer Service team will provide you with a Return Authorization (RA) number and instructions on how to package and send back the item(s). Please note, in order to offer the best returns process experience our customers, the items must be shipped back to us within 14 days from the date when the RA number was issued.
3. Pack the item securely in its original packaging, including all tags, dust bags, and any other accessories that came with it.
4. Clearly mark the RA number on the outside of the package.
5. Ship the item back to us using a trackable and insured shipping method. The cost of return shipping is the responsibility of the customer, unless the return is due to a defective item or an error on our part.
6. Once we receive the returned item, it will undergo a thorough inspection to ensure it meets our return eligibility criteria.
7. We will process your return within 10 business days of receiving the item. You will be notified via email about the status of your return.
8. If the return is approved, a refund will be issued to your original payment method. Please note that the original shipping charges are non-refundable.

While refunds typically take five (5) to ten (10) business days to appear on your account once they have been issued, it is important to remember that refund processing times vary depending on your payment method and financial institution.

RETURNING REGULAR PRODUCTS FOR AN EXCHANGE

In order to streamline the returns process experience our customers, we have eliminated the standard exchange process. If you wish to exchange an item for a different product, size, or color, you can simply return the original item ordered and make a new purchase.

RETURNING DEFECTIVE OR DAMAGED PRODUCTS

If you have received a defective or damaged product, we will be absolutely happy to help you. Please follow these guidelines for returning a defective or damaged product:

1. Contact us within 7 days from delivery date by email at info@shopthefam.com or through the contact form on this website, and include your order number and a description of the issue.
2. Provide photos and/or videos of the defective or damaged product to help us determine the appropriate course of action.
3. Once we receive your message, we will review the information you provided and respond to you within 2 business days with instructions on how to proceed.
4. If we determine that a return is necessary, we will provide you with a return shipping label. You must obtain a drop off receipt from the shipping carrier when returning your order. If you do not obtain a drop off receipt and the package is subsequently never scanned and lost, we are not liable. 
5. Please return the product within 14 days from receiving the label. The product must be returned in its original packaging and in the same condition as when you received it.
6. Once we receive the returned product, we will inspect it and determine whether a replacement or refund is appropriate. We will contact you within 2 business days with an update on the status of your return.

Please note that this policy applies only to defective or damaged products.

 

RETURNING ITEMS MARKED "FINAL SALE"

All sales of items marked as "Final Sale" ARE FINAL AND ARE NOT ELIGIBLE FOR RETURN FOR RETURN OR EXCHANGE unless they are received in a defective or damaged condition. If you have received a "Final Sale" item in a defective or damaged condition, please follow the instructions for returning DEFECTIVE OR DAMAGED PRODUCT above.

 

MULTIPLE RETURNS FROM DIFFERENT ORDERS

Items purchased from different orders cannot be combined into the same return - you will need to initiate separate returns for items purchased on separate orders.

 

RETURNING ITEMS PURCHASED FROM THIRD PARTY RETAILERS

We DO NOT accept returns, exchanges, or store credit on items purchased through a third party retail vendor (e.g., Etsy, eBay, etc.). Please contact the original vendor for returns, exchanges, or store credit policies.

 

CONTACT US 

We always strive to provide exceptional quality as well as exceptional customer experience to our customers. If you have any questions or concerns about our Returns Policy, or you are experiencing any issues with your order, please contact us at info@shopthefam.com with your order number and briefly explain how we can help.

 

This Returns Policy is subject to change without prior notice as detailed in our Terms of Use, and any changes made to this Returns Policy will be reflected by updating the “Revised” date on this Return Policy page.