Returns & refunds

Each set is printed just for your family, so our promise is simple: if something is wrong with your order, we make it right.

We reprint or refund, free, when

• an item arrives damaged, defective or misprinted;
• you received the wrong item, size or colour (not what you ordered);
• a printed name is different from what you typed;
• the parcel is lost in transit (see our Shipping policy).

Email support@thefamilyset.com within 30 days of delivery with your order number and a photo of the problem. You don't need to send the item back unless we ask. We send a free reprint, or refund you to your original payment method if you prefer.

What we can't take back

Because every set is printed to order, we can't accept returns or exchanges for a wrong size ordered, a change of mind, a name typed incorrectly at checkout, normal wear or washing damage, or small colour differences between your screen and the print.

Not sure about a size?

Check the size chart on the product page, or email us each person's height and weight before you order and we'll help you choose. Between sizes, size up.

Cancel or change an order

You can cancel, or change sizes, names or the address, within 6 hours of ordering: reply to your order email. After that your sets go into printing and can't be changed.

Refund timing

Approved refunds go back to your original payment method within 2 business days; your bank may take 5–10 business days to show it.

Questions? Email support@thefamilyset.com with your order number. A real person replies within one business day.