FAQ

We've listed some frequently asked questions below. If you have a question that doesn't appear on here, please email hello@familymerch.co.uk and we'll aim to get back to you as soon as possible. 

Delivery

Q: When will my order be dispatched?

A: As a small business many of our products are made to order you with our turn around time for production being 3-5days. Your item(s) will be dispatched after production.

Q: When will my products be dispatched?

A: Our turnaround time is 3-5 working days, so your products will be dispatched within this period. In the unlikely case of a delay, we’ll contact you with an update.

Q: How are my products shipped?

Depending on size, quantity and your choice of shipping method, orders are shipped by Royal Mail or DPD.

Q: Will I be able to track my products as they’re shipped to my customers?

A: Yes, but only if you’ve upgraded your service to Recorded or Courier. When shipped to the UK, Royal Mail's Recorded service is only tracked on collection and delivery - if you want to track UK parcels in more detail you'll need to use the Courier option. Both Recorded and Courier offer detailed tracking for all orders shipped outside the UK. 

Q: Where can I find my parcel tracking information?

A: Your tracking code will be included in the dispatch notification sent to your email address.

Q: When will my products be delivered?

A: This depends on the courier, but Royal Mail quote their First Class delivery service as taking 1 to 3 working days for UK deliveries, 3 to 5 working days for Europe and 7 to 10 for the rest of the world. The Courier option is a next working day service in the UK.

Q: What if my order doesn't arrive?

A: Whilst rare, parcels can go missing in the post. We cannot issue replacement orders until 10 working days after dispatch for the UK and 28 days for EU & INT. This is because we cannot claim from royal mail until this time. 

If an order does not arrive, we always recommend asking the customer to check at their local post office and confirming their address before contacting us. Please also note that we must be notified within 30 days of any orders that have not arrived. After this time we cannot replace any orders free of charge.

Q: Do you ship worldwide?

A: Yes, we can ship any order worldwide. International parcels are sent either through Royal Mail or DPD depending on the shipping method you selected.Q:

International delivery usually takes between 3 and 7 working days, but can take up to 21 working days, after dispatch depending on where you are.

Refunds, Returns & Exchanges

Please see our refunds, returns & exchange policy HERE for more information.

 

Garment Care

Q: How should I wash my garment?
A: We recommend the following to wash and care for your garment.

  • Wash at 30 degrees Celcius, inside out
  • Do not tumble dry
  • Do not iron over print

Got a burning question that we didn't answer? No probs drop us a line at hello@familymerch.co.uk we'd love to hear from you!