Refund policy

Our approach

Family Folklore sells a mix of ready-made goods, made-to-order items, and personalized keepsakes created specifically for you. Because those are made and shipped in different ways, return eligibility depends on which kind of item you ordered. This policy explains the difference plainly.

If something is wrong with your order, please contact us first at hello@shopfamilyfolklore.com. We read every message and we want to make it right.

Personalized and made-to-order items

Personalized items - anything customized with a name, date, photo, or other custom text - are produced individually for you and cannot be restocked or resold. For that reason, these items are not eligible for return or refund for:

a change of mind or buyer's remorse
personalization details entered incorrectly at checkout (spelling, dates, name order)
a decision that the item is no longer needed

Please review your personalization carefully before completing your order. Spelling, spacing, and dates are reproduced exactly as you enter them.

Personalized items are eligible for replacement or refund review if they arrive damaged, defective, misprinted, or materially different from what you ordered. See below.

Non-personalized items

Non-personalized items may be returned within 30 days of delivery, provided they are unused and in their original condition, and in their original packaging where practical.

Return eligibility can vary by product, because some items ship directly from independent suppliers with their own handling requirements. Contact us before returning anything and we will confirm whether your specific item qualifies and how to proceed.

Return shipping is the customer's responsibility unless the return is the result of our error, a supplier error, or a damaged, defective, or incorrect item. Original shipping charges are not refunded except in those cases.

Some of our items ship from suppliers who provide a prepaid return label at no cost to you. When you contact us, we will tell you which applies to your item before you send anything back.

Damaged, defective, incorrect, or misprinted items

This applies to all items, personalized ones included.

If your order arrives damaged, defective, misprinted, or simply isn't what you ordered, contact us within 14 days of delivery at hello@shopfamilyfolklore.com and include your order number, a clear description of the problem, and photographs of the item and, where relevant, the shipping packaging.

Photos let us resolve most cases quickly and, for supplier-fulfilled items, are usually required by the supplier to approve a replacement. Once we have reviewed your report we will offer a replacement or a refund. In most cases you will not need to ship the item back, and we will tell you if that changes.

Please do not send anything back before contacting us

Your order may have shipped from one of several suppliers, so there is no single return address. Items sent back without prior instructions may not be received or credited. Always contact us first and we will provide the correct instructions for your item.

Refunds

Approved refunds are issued to the original payment method. Once processed, funds typically appear within 5 to 10 business days, depending on your bank or card issuer. We will email you when a refund has been issued.

Order changes and cancellations

Contact us as soon as possible if you need to change or cancel an order. We will always try to help, but personalized and made-to-order items enter production quickly and cannot be changed or cancelled once production has begun.