Last updated: February 2026
15-Day Returns & Easy Refunds
Changed your mind? Return your items within 15 days of delivery for a full refund.
Order Cancellation
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.
Please note: Once an order has been processed and shipped (typically within 1-3 business days), it cannot be cancelled. However, you may return items normally after delivery in accordance with our return guidelines below.
How to Return an Item
Return Window: We accept returns within 15 days of verified delivery.
Return Requirements
- Items must be unused and in original, brand-new condition.
- Items must be wrapped securely in original packaging with all retail tags attached.
- Returns must be accompanied by proof of purchase or your original order number.
The Return Process
- Contact Us: Email support@myfamille.com within 15 days of delivery. State your order number, the specific items you wish to return, and the clear reason for the return.
- Get Authorization: Our support desk will verify your request and reply with explicit return shipping instructions and authorization protocols.
- Ship It Back: Pack the item securely and dispatch it back to the exact fulfillment facility address provided in our authorization mail.
- Get Your Refund: Once received and inspected, your refund will be processed and credited back to you within 5-7 business days.
Return Shipping Costs: Customers remain responsible for basic return shipping costs unless the item received was defective, physically damaged, or incorrect. In those verified cases, we cover 100% of transit costs by issuing a prepaid return label or full shipping reimbursement.
Items exempt from return (View limitations)
- Personal care products (due to strict health and sanitation guidelines)
- Undergarments and swimwear items (due to strict health and sanitation guidelines)
- Opened cosmetics, fragrances, or topical beauty products
- Fulfillment items explicitly marked as Final Sale
These targeted exceptions are in place to preserve strict global consumer safety and hygiene compliance levels.
Refund Policy
You Are Eligible for a Full Refund If:
- You did not receive your order within our maximum guaranteed global delivery timeline.
- Your items arrived defective, damaged, or significantly mismatched from our description profiles.
- You executed a clean return within our designated 15-day timeline matching standard return requirements.
We Cannot Issue Refunds If:
- Your shipment failed delivery due to inaccurate, incomplete, or broken address records provided by the customer at checkout.
- Your shipment was delayed, opened, or seized by regional import customs authorities out of our direct operational control.
- Your package transit was disrupted by natural disasters, transit strikes, or exceptional regional situations out of our control.
- Items are sent back past our structural 15-day policy ceiling, or returned in a used, modified, or altered condition.
Refund Processing Windows
Once your returned item is received, checked, and approved by logistics:
- Processing: It takes 5-7 business days for our system to authorize and initiate the transaction.
- Bank Posting: Please allow an extra 5-10 business days for the balance to safely post to your ledger, depending entirely on your card terminal or bank carrier.
- Method: All approved returns are credited directly to the original payment method utilized during entry.
Damaged or Defective Items
If you receive a flawed, broken, or defective item, contact us immediately at support@myfamille.com with:
- Your original retail order number.
- Clear photos showing the damage or defective area of the item.
- A brief description of the functional issue.
We will immediately arrange a priority product replacement or a full refund at absolutely zero charge to you.
Lost or Missing Orders
If your package has not arrived within the standard estimated delivery window (typically 5-20 business days depending on location), contact us at support@myfamille.com.
Our logicians will trace the shipment with the transit carrier. If the package cannot be safely located or is declared lost by the courier network, we will issue a zero-cost replacement or process a full payment refund.
Exchanges
Need a different item size or style alternative? Contact our team at support@myfamille.com to begin a smooth exchange path.
Exchanges remain subject to real-time product stock levels. If your chosen replacement option is fully out of stock, we will execute a standard refund transaction instead.
Important Framework: Please do not dispatch any parcels back to our storage facilities without gaining structural approval first. Unauthorized returns cannot be parsed by our logistics system and will invalidate your return status.
Questions About Returns or Refunds?
Our customer service team is always here to assist:
Email Support: support@myfamille.com
Phone Helpdesk: +44-7441-426626 (Mon-Fri, 9am-6pm GMT)
Average Response Window: Within 24 business hours
