We're passionate about our products and we believe that you will love them too but if for any reason you change your mind about your order, we're here to help.

Please email returns@theoriginalfamilycollective.com before you return a product to let us know the reason for return, so that we can facilitate a smooth return process for you. We will respond to your email within 48 hours and will support you throughout the process.

How to Return a Product

  • We are happy to accept a returned product for refund, providing the product is returned within 14 days of receipt in perfect and resaleable condition i.e. unused, unassembled, undamaged and in the original packaging.
  • As set out above, please email us first before beginning the returns process.
  • Please repack products with care using all the original packaging, as products that are damaged during transit to the return address will not be eligible for a refund.
  • We recommend using a trackable shipping method to return your product, as returned products that are lost in transit will not be eligible for a refund.
  • Customers are responsible for all return shipping costs.
  • Upon receipt of a resaleable returned product, a refund will be processed back to your original method of payment within 14 days. Please note that original shipping costs are non-refundable.
  • Custom made and/or personalised products are non-refundable.

How to Return a Damaged or Defective Product

On the rare occasion that a product is received damaged or defective, please contact us at returns@theoriginalfamilycollective.com to notify us of the damage or defect. If a product has been damaged in transit, please notify the courier in writing and also report the defect, deviation or visible damage to us within 24 hours of receiving the delivery.

  • Please ensure that you check all items on receipt of delivery, as defects, deviations or visible transport damage should be reported in writing to the courier immediately and also reported to us within 24 hours of receipt.
  • Please contact us within 14 days of receipt to notify us of a product defect that did not occur during transit.
  • We will require photographic/video evidence of any damage or defect, in order to help facilitate a product exchange or to accept a return and process a refund.
  • Return shipping costs will only be paid for damaged or defective products and only if the cost has been agreed with us in writing before a product is returned.
  • We cannot be held responsible for items that are damaged due to the result of normal wear and tear.

How to Cancel an Order

If you wish to cancel your order within 14 days of date of purchase, please email returns@theoriginalfamilycollective.com and notify us of your request to cancel the order.

  • If the order has not been dispatched, we will process a refund using your original method of payment.
  • If the order has been dispatched, please refer to How to Return a Product. Please note that in this instance, original shipping costs are non-refundable.