Please allow a maximum of 15-25 days for the arrival of your item(s) once your order is placed. We do not currently offer an express service although this is in the pipeline.
Our methods of delivery are standard post and couriers. Please make sure that you use a delivery address for your order where someone will be available to sign for your delivery during working hours and that you use a day time telephone number in case we need to contact you about delivery.
In the case of our couriers being unable to deliver at your nominated address they will leave a card for you to arrange delivery at your earliest convenience. Couriers will only hold your parcel for a maximum of 3 working days and then the parcel will be returned to our warehouse. At this point any re-delivery charges will need to be made by the customer.
We cannot amend the delivery address once your order has been placed. For your security your order is accepted by us on the information you provide at point of order.
You will receive an email once your order has despatched with any relevant information such as tracking, for you to be able to track your parcel’s journey online.
If your order is for more than one item please note that some items will despatch from our warehouse separately. We will send you a despatch e-mail as each item within your order despatches.
Our parcels arrive in plain packaging for your convenience and privacy. We advise you to keep your confirmation email as this is your proof of purchase and outlines our contact information if you need to speak with us about your order or delivery.
We require you to contact us within 48 hours of receipt of your parcel to notify us of any damage or shortages.
We recommend the following steps if your order hasn’t arrived in the approximate time of 15-25 days:
If your order was despatched with tracking information on your confirmation email, please check the tracking link for details of your parcel’s whereabouts and contact the courier with your parcel ID.
Double check your familybrands account or your confirmation e-mail that you have included the correct address details. We cannot be held liable for non delivery if your address information is found to be incorrect or incomplete.
Check to see if an ‘attempted delivery’ card has been left at the address.
Check to see if the parcel has been left in a safe place at the perimeter of your delivery address or delivered to a neighbour.
In the event that you are still unable to locate your parcel we ask that you wait 25 days from despatch before contacting us. If your order still hasn’t arrived we will raise an investigation. Please contact us either via your account or our Contact Us page.