Section 1.7 Terms of Service
Refund Policy
Cancellation
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get a full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept return of products. Customers have the right to apply for a return within 14 days after delivery of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Notes
Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.;
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at
thefamilysplace.shop@gmail.com
Please contact our Customer service at
thefamilysplace.shop@gmail.com to get the return address.
We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get a full refund. We cannot cancel the order if the product is already shipped out.
Returns (if applicable)
We accept return of products. Customers have the right to apply for a return within 14 days after delivery of the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address.
Notes
Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.
No restocking fee to be charged to the consumers for the return of a product.;
Refunds (if applicable)
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at
thefamilysplace.shop@gmail.com
Please contact our Customer service at
thefamilysplace.shop@gmail.com to get the return address.
Shipping Policy
Our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to hundreds of customers across the world, ensuring that we provide the highest levels of responsiveness to you at all times.
The time frame for order delivery is divided into two parts:
- Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 48 hours after the order is placed. The manufacturer then processes the orders, which takes up to 5 business days.
- Shipping time: This refers to the time it takes for items to be shipped from our warehouse to your doorstep, after the manufacturer processes the order. After processing and leaving the warehouse, items usually take between 10 to 20 business days to arrive after the shipment date. We do apologize that shipment delays may occur if the package sent requires customs clearance/inspection, or due to transportation delays caused by the carrier service.
All orders can be tracked by entering the tracking code included in the shipment confirmation email on the following websites;
*Note to all customers regarding COVID-19
In light of the current global situation, our first priority as a company is to keep our employees, clients, and communities safe. As a result, our distribution centers are currently operating with reduced staff, strict hygiene protocols and exhaustive ongoing sanitation. The same protocols are currently being observed by many local shipping carriers around the globe, resulting in potential processing and shipment delays of up to 25 business days.
We continue to prioritize the safety of both our customers and colleagues, and thank you for your continued patience during these unprecedented times.
Contact Us
If you need to speak with a representative in our store, you may email us anytime and we will get back to you as soon as possible.
Our team is dedicated to ensure you get the best customer service for any matters. Just drop us an email and we will do our best to answer any inquiries you may have.
Please allow up to 48 hours for us to get back to you.
If you do not hear back from us for more than 3 business days, please email us below on:
thefamilysplace.shop@gmail.com
Physical Address of Warehouse - contact details
DUZUOJUN (name) +8618126163010 (Number)
Address:
China
Guangdong
Dongguan
Cha Shan
F104, Zhongzhi Zhigu industrial city, No. 5, Xinwei Industrial Park, hanxishui
523000
Guangdong
Dongguan
Cha Shan
F104, Zhongzhi Zhigu industrial city, No. 5, Xinwei Industrial Park, hanxishui
523000