Last updated: February 2026
You can cancel or modify your order within 12 hours of placing it. Please contact us immediately at support@myfamille.com with your order number.
Once an order has been processed and shipped (typically within 3 business days), it cannot be cancelled. However, you may return items according to our return policy below.
We accept returns within 15 days of delivery. Items must be:
For hygiene and safety reasons, the following items cannot be returned:
Step 1: Contact us at support@myfamille.com within 15 days of delivery with:
Step 2: We will provide you with return instructions and a return authorization.
Step 3: Ship the item back to the address provided.
Important: Do not return items without contacting us first. Unauthorized returns may not be processed.
Customers are responsible for return shipping costs unless the item received was:
In these cases, we will provide a prepaid return label or reimburse your return shipping costs.
Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method.
Please allow 5-10 business days for the refund to appear in your account, depending on your payment provider.
You are eligible for a full refund if:
Refunds cannot be provided if:
If you receive a damaged or defective item, please contact us immediately at support@myfamille.com with:
We will arrange a replacement or full refund, including return shipping costs, at no charge to you.
If your order has not arrived within the expected delivery timeframe (typically 5-20 business days depending on location), please contact us at support@myfamille.com
We will investigate with the shipping carrier and provide a replacement or full refund if the package cannot be located.
Our customer service team is here to help:
Email: support@myfamille.com
Phone: +44-7441-426626 (Mon-Fri, 9am-6pm GMT)
Response Time: Within 24 hours
