SHIPPING

Due to the current (COVID-19) situation – shipping will take between 1-3 weeks. Thank you for your understanding!

We try to ship as quickly as possible but we're a very small team. We process all orders Monday through Friday. Processing and shipping your order takes 3-10 working days.
International shipping takes 12-15 days + up to 10 delivery days in the country of destination.

SHIPPING COSTS

Shipping costs will be calculated based on the place of delivery during the checkout process.

Free shipping
- in Germany for orders over 100,00 €
- in the rest of Europe for orders over 130,00 €
- in the rest of the world for orders over 150,00 €

Important notice: all custom fees and duties are customer‘s responsibility.

PLEASE NOTE

- please check your delivery address always twice. We are not responsible for items delivered to an incorrect address
- weekend is family time, therfor all orders placed after 5 pm on Friday will be processed the following Monday. Same for e-mail support.
- we‘re not responsible for shipping delays caused by post carriers like DHL or DPD
- we don´t offer any kind of express shipping or shipping by courier
- any order discrepancies must be reported within 10 business days

RETURNS

Unhappy with your purchase? We are very sorry to hear that and want to help you as quick as possible. To return something, please follow the instructions at our return center here or give us a notice at shop@familybyheart.com.

All returns require authorization within 14 days of the delivery date. We do not cover the cost of return shipping.

Shipping costs are non-refundable. If you want a refund for returned items, the cost of return shipping will be deducted from your refund. If you are returning an item we recommend using a trackable shipping service and shipping insurance. We are not responsible for returned products which get lost during return shipping. 

Received a damaged or incorrect product? We are very sorry! Please write us within 14 days to hello@familybyheart.com and tell us why you want to return the item and attach a photo of the damaged item. Our support team will get in touch with you within 1-3 working days.

SOME IMPORTANT NOTES
- We refuse returns of items that are not in original conditions, damaged or have already been worn (deo, make-up, perfume etc.)
- We refuse accessories with obvious signs of use
- We refuse any item that is returned later than 14 days after delivery 

REFUNDS

Once the return is approved you will receive the total amount, excluding the return shipping costs, in the same way you made your purchase. Your refund will be issued to your original payment method within 5 to 14 days, familybyheart.com has no control over this.

 

PLEASE HAVE A LOOK AT THE WASHING INSTRUCTIONS FIRST! WASH INSIDE OUT AT 30° C AND DO NOT PUT THEM INTO THE DRYER. THANK YOU VERY MUCH!