FAQs

1. Q: What payment methods do you accept?

A: We accept payments via credit/debit cards and offer convenient installment options through Afterpay and Shop Pay.

2. Q: What are the delivery times?

 A: Typically, delivery takes between 3 to 7 business days depending on your location. We also offer express delivery upon request.

3. Q: Can I return or exchange items?

 A: Yes, we accept returns and exchanges within 30 days of purchase, provided the items are in their original condition with tags attached.

4. Q: Where can I find information about sizes?

 A: Size charts are available on the product pages. We also provide personalized size consultations upon request.

5. Q: How can I contact your customer support?

 A: Our friendly support team is available via email and online chat on business days from 9:00 to 18:00.

6. Q: Why was my order split into two or more packages?

A: We divide the order into several parcels in the following cases: 1) The goods are in different warehouses. 2) Different products need different preparation time. 3) the weight limit at the customs or logistics company. You will receive an email notification when each package is shipped.

     7. Q: Why has my parcel not been tracked for a long time?

A: Sorry for the wait, the parcel is currently in transit/at customs, in which process the status could not be updated so often. I ask you to wait with patience, when the parcel has arrived at the next station, there will be a new status.

    6. Q: The order status has been delivered, but I have not received it.

A: If the tracking status shows that your order has been delivered, but you will not receive your order, the order may be delivered by mail and you need to go and receive it yourself or the courier will deliver the order to your neighbor. Please believe me again, if you still can't find the package, please contact us.

     7. Q: Why the logistics track / Have I received an email saying that the package has been delivered, but I haven't received it yet?

A:  Don't worry, if you haven't received the package yet, please try the following ways to find the package before contacting customer support:

1. Make sure your shipping address is correct.
2. If the correct address is confirmed, most parcels are usually discovered by accident. Check your mailbox or place of delivery to find out if the courier has left your parcel near your house, in the mailbox, in front of the garage or on the lawn.
3. Check if someone else is picking up your parcel. Ask family members, neighbors, the doorman, or other household members if they have accepted your package.
4. Sometimes the courier tries to contact you to deliver the parcel, but does not deliver it. Check your phone message or email to find out if the courier has notified you of a failed delivery attempt or has agreed with you on a repeat delivery time.
5. Wait 48 hours. In rare cases, a package may be considered delivered 48 hours before its actual arrival.

If the delivery attempt fails, or you still cannot receive your parcel back, the fastest thing to do is to contact the carrier directly.

If you have taken all the above steps and cannot find your parcel, please contact our customer support team for help.

     8. Q: Are there any additional costs?

A:  As a rule, customers do not need to pay any additional costs if the order is sent by regular mail. However, due to strict customs inspection, sometimes customers may have to pay customs duty if express delivery is selected.

Any such additional costs must be paid by you. Please note that customs policies and practices vary greatly from country to country. We recommend that you contact your local customs office for information.

      9. Q: How do I track my order?

A:  We have sent you an email about the shipment, which indicates the approximate date of delivery of the parcel.

You can track the order to the site in "My orders", then click on the "Track my order" button for more detailed information.

When your order arrives in your city, you can contact the trans company and receive the order, if you do not know how to contact us, please write to us via message.

      10. Q: Why did the delivery attempt fail?

A:  There may be the following reasons:

1. The recipient is unavailable

2. Incorrect shipping address or phone number

3. The parcel is delayed by the shipping company.

Please contact the delivery service, if there are any contacts. If you still cannot receive your parcel, please contact our support team via message.

      11. Q: What should I do if I was not at the place at the time of delivery?

A: If the courier does not find you at home, he will leave you a message.

In this case, you have two choices:

A) Contact the delivery service to have the parcel delivered again.

C) Contact us, we will give you the number of the delivery service, then call and the courier will deliver the goods to you.

      12. Q: When can I receive the order?

A: You can track your order on the website by clicking on the "Track my order" button for more information.

When your order arrives in your city, you can contact the trans company and receive the order, if you do not know how to contact us, please write to us via message.

Attention:
Due to the impact of COVID-19, the Government has increased controls in many areas, including shipping and the courier industry, which can lead to delays in the delivery of your parcel.

      13. Q:  Where is my order?

A: You can track the order on the website by clicking on the "Track my order" button for more information.

If the order does not have a status update after shipment, please do not worry, the parcel is currently in transit / at customs, in which process the status could not be updated so often. I ask you to wait with patience, when the parcel has arrived at the next station, there will be a new status.

       14. Q:  Why was my package returned?

A:  There are several possible reasons:
1) incorrect or incomplete address
2) incorrect phone number
3) It is impossible to deliver the package
4) Logistics company/The post office can only be stored for a certain period of time, and if you do not receive your package, the package will also be returned.
5)The parcel was returned by customs due to lack of information about the recipient.

Please do not worry if the package has been returned, as soon as we receive the package back, we will immediately refund your money and you will receive a refund notification from us.

       15. Q: How can I return the product at the post office?

A: Usually our customers choose the post office to return the goods. You can make a refund in your personal account to get the address (how to make a refund: Return Policy), then go to the post office, send the parcel to the address, the index is not needed. After the return, you will receive a tracking number to track your parcel.

       16. Q: What items cannot be returned?

A: The following items are non-refundable or exchangeable: bodysuits, underwear, swimwear, jewelry, event & party supplies,DIY items, pet supplies and accessories (excluding scarves, bags and blankets).

Items with a large discount cannot be returned either.

You can see these items at the time of purchase that they cannot be returned.

More information can be found in our Refund Policy.

         17. Q: How can I return/exchange an item if it does not match the description?

A: You can first review our Return Policy and then send a message about which items you want to return by providing the following information:

1) Order number

2) SKU item number

3) A description of the problems with the photo app displaying the problem. We will process your refund request and offer you a return address for the refund as soon as we can.

      18. Q: I have several orders to return, could you return them together in one package?

A: Yes, it is possible, but in order to speed up the inspection of goods in the warehouse and avoid mistakes, we suggest contacting us before returning, and telling us which orders and goods you will return.

      19. Q: Do I need to return the items in their original packaging?

A: We suggest that you return the items in their original packaging. If they were lost, I ask you to return them in a clean and new package and mark the articles of the goods in paper and put the paper in a bag together, and the goods must be returned unworn, unwashed, undamaged. If signs of these actions are detected, the cost of the product is non-refundable.

      20. Q: The product description does not correspond to reality

A: It should be explained that 1-2 cm difference is acceptable due to the measuring method.
If the products have problems, please contact us and send us a photo to check and resolve the issue for you.

      21. Q: What should I do if I received an incorrect/defective/colored item?

A: We want to sort out any problems with incorrect/defective/colored items right away.

As soon as you find an incorrect/defective/stained item, please contact our shipping service by specifying:

1) Order number

2) SKU article of the product or image

3) a description of the problem, supported by several photos

We will contact you as soon as we can.

     22. Q: Can you refund the price difference?

A: Different prices apply at different times. The calculation takes into account the current price at the time of payment.

     23. Q: Can I exchange for a larger/smaller size?

A: We accept returns for a refund or exchange within 30 days of receipt.

Please note that the exchange will take more days than processing a new order.

We advise you to return the product and place a new order. Please contact our support team for further assistance.

     24. Q: The size does not fit

A: The size on our website does not match the standard one, like S, M, L. On our website, the sizes are different for different models. The parameters of the product itself. There is a size chart next to the product, you can read and choose according to the reference, please.

If the size did not fit after receipt, you can log in to your personal account- my orders- order details- return of the product to apply for a refund and get a return address or contact our support service to return the product.

     25. Q: What is your refund policy?

A: We are disappointed if you are not 100% satisfied with our products, and you can return the item back within 30 days of receiving the parcel.

1. The following items are non-refundable or exchangeable: bodysuits, underwear, swimwear, jewelry, Event & party supplies,DIY items,pet supplies and accessories (excluding scarves, bags and blankets).

2. If you receive damaged/defective items or there are quality/size problems, please contact Family Shopolf customer service and provide supporting photos, we will process your request as soon as possible.

3. Items must be returned unworn, unwashed, undamaged and with all original tags. If signs of these actions are detected, the cost of the product is non-refundable.

4. Items with non-returnable marks and free gifts are non-refundable.

5. Unfortunately, we do not accept returned items whose shipping has not been paid for. The refund will be made at your expense.

6. Please make sure to double check your refunds before sending them. We will not be responsible for returning products that are not Family Shopolf products.

       26. Q: What should I do if my refund is incorrect?

A: We are very sorry if we made a mistake! If this is the case, please contact our support team and we will try to fix the error as soon as possible. The refund amount may be affected by the following: The shipping cost, which is refunded only for cancelled orders before shipment.

       27. Q: When will I get the money back after returning the items?

A: 1. If you have applied for a refund of the goods and returned them. When we receive your parcel back, we will process the refund as soon as possible after checking the items, it usually takes about 5 days, if there was a delay, you can contact us to speed up the process.

2. If you have not received the goods and they have been returned (by customs/delivery service). Please wait a bit, as soon as we received a message from the trans company, we will immediately refund your money for the returned order.

      28. Q:  When can I get my money back?

A: If you have received a refund notification, but have not yet received the money back, please do not worry. We have already sent a request to the bank to refund your money. If a refund is made to your credit card, it may take 1-14 business days for your bank to transfer money to your card, as this is an international transaction. We cannot control the processing speed of your card bank. Sometimes, the bank does not notify you about the refund, so check the refund yourself. For more information, contact your bank.

      29. Q:  Why is my refund not going anywhere?

A: If your parcel has not moved for a long time, I ask you to contact the delivery service as the sender, and provide the track number to find the parcel first.

Thank you very much for your understanding.

      30. Q:   I was charged twice for the same order.

A: We are very sorry for the inconvenience caused. We would love to sort this out for you. Here is the most common reason why you may see a duplicate order: You may have placed an order several times. Please check \"My Orders\" and you will be able to cancel any duplicate orders and receive a refund accordingly. Please note: If you do not see any duplicate orders or cannot cancel them, please contact us directly. We may request screenshots of bank charges along with any account information.

      31. Q: What payment methods are available on your website?

A: Payment upon receipt is not possible on our website.

Prepayment is required online. You can pay for the product with a bank card. To find out more information about the payment, click here.

      32. Q: Why is my discount code not working?

A: There are several reasons why the promo code cannot be used.

A) The code has expired.

C) The code can only be applied to certain products.

C) The order amount does not meet the minimum requirements for coupons.

The rules for using each coupon can be found in your personal account- my assets- my coupons.

       33. Q:   Do you offer a wholesale discount on bulk purchases?

A: Sorry for the inconvenience. We cannot provide wholesale service yet.

       34. Q:  Can I use more than one discount?

A: One coupon code can be applied to an order once. If you have more than one coupon code, you can use them on your next purchase. Your points and wallet balance can be used with one coupon code in one order.

       35. Q:  Why do I need to confirm the order payment?

A: Your payment has been marked by our security system, we need to make sure that the payment from this account is made by an authorized user. An email from our security service has been sent to your email, please reply to it. Check your inbox and spam folder.

       36. Q:   How do I use the discount code?

A: When placing an order, enter the discount code in the right window and this discount amount will be applied to the payment.

      37.Q: How can I write a review for the products?

A: After receiving the goods, you can click the "Received" button in your personal account- my orders, then there will be a "leave feedback" button down, there you can write your reviews and get points.

     38.Q: Is it safe to order on your website?

A: One of the most secure online systems is used on our website to protect your personal information from unauthorized use.

We are a member of the BBB (Better Business Bureau), a non-profit organization focused on ensuring fair and equitable transactions between consumers and businesses.

We also use secure socket layer (SSL) technology, where any personal information obtained through our website is private and maintained in a secure and secure environment and will never be shared with third parties.

      39. Q: Do you use fur and natural leather?

A: Our products are natural fur and genuine leather. 

    40. Q: I was tricked out of my money! What should I do now?

A: 1) If you have lost money as a result of fraud, please contact your bank as soon as possible to report the loss of your payment card, then print out the expense account to determine where your money was spent. After that, immediately report the fraud incident to the police. You can save the relevant evidence (screenshots, documents), as well as report the incident to the Family Shopolf customer support service. Family Shopolf will be happy to cooperate with law enforcement agencies in investigating your issue.
2) If you did not lose money after you were scammed, we still recommend that you report the incident to Family Shopolf customer Support. With your help, our security department will be able to protect future customers from fraud. 

     41.Q:  How do I delete my account?

A: You can send a request to delete your account in the section "Account security" -- "delete account". If you couldn't do it yourself, then send a question to the website, then we will help you delete your account.

If you change your mind, you can cancel the deletion request within 3 days by logging into your Family Shopolf account. You can also ask an agent for help if you can't delete it yourself.

Please, pay attention:
1. The account is usually deleted within 3 days.
2. The account cannot be restored after successful deletion.

     42. Q:  I want to unsubscribe from the newsletter, cancel my subscription.

A: 1, You can unsubscribe from the mailing list to your email account yourself. There is a link in the message to help you unsubscribe from the mailing list.

2, If you could not find the link, please send a question to the website, then we will help you unsubscribe from the mailing list. Thank you for your understanding.

     43. Q:  How do I change my email address?

A: Contact the Family Shopolf support service.

     44. Q:  How do I recover my password?

A: If you do not remember your password, click on “Forgot password" on the account login page and enter your email address through which you are registered, an email with a link to restore your password will be sent to your email.

     45. Q:  Will you keep my personal information?

A: We respect your privacy and keep your personal information confidential.

When you visit OUR SITE, the information collected is stored in your browser, such as your name, phone number, zip code and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing your browser settings, which may restrict your access to our site.

     46. Q: Legal Information--Does the Family Shopolf have a copyright notice/statement of copyright infringement related to piracy?

A: Thank you for your love for Family Shopping, Family Shopping respects all kinds of original design and resolutely suppresses all kinds of behavior that harm our rights and interests. You can provide specific information about the problem, photos, etc. to contact our department info@familyshopolf.com For feedback, we will check and follow up on this in a timely manner.

     47. Q: Security and Privacy--what is the privacy policy of Family Shopolf?

A: We appreciate your interest in the Family Shopolf company. We share the highest priority of confidentiality and data security. You can learn more about how we protect data and our privacy policy at: https://familyshopolf.com/policies/privacy-policy

If you have any questions, please contact us through our Privacy Center, where our privacy team will be able to provide you with additional assistance.   

    48. Q: Security and Privacy--How do I delete my personal information?

A: To delete personal information, contact Family Shopolf Customer Support.

    49. Q: How do I file a complaint?

A: We appreciate and welcome all feedback that helps us serve our customers better. Please leave a review on the product page or contact Family Customer Support.