At Family Furniture Hub, we are dedicated to providing you with high-quality furniture and homeware that transforms your house into a home. We understand the importance of a smooth shopping experience, which is why we have crafted clear and fair shipping and returns policies. Please read the following information carefully.

Shipping Information

We ship globally, excluding Asia and a few remote regions. Once your order is placed, our team will process it within 1-2 business days. After processing, we offer two shipping options:

  1. Standard Shipping: We use DHL or FedEx. Delivery typically takes 10-15 business days after dispatch. The shipping fee is £12.95.
  2. Free Shipping: For orders over £50, we use EMS. Delivery typically takes 15-25 business days after dispatch.

Please note that delivery times may vary depending on your location and customs processing. You will receive a tracking number once your order is shipped.

Returns & Exchanges Policy

We want you to be completely satisfied with your purchase. If you are not happy with your item, we offer a 15-day return policy from the date you receive your order.

Eligibility for Returns or Exchanges

To be eligible for a return or exchange, the item must be in its original, unused condition, with all original packaging, tags, and labels attached.

Please Note: Due to hygiene reasons, we cannot accept returns or exchanges on the following product categories:

  • Aprons
  • Barware (e.g., glasses, decanters)
  • Cutlery
  • Any other items intended for direct food or drink contact that would be unsuitable for resale once opened.

All other items from our kitchen, dining, and bathroom furniture ranges are eligible for return.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email us at [email protected] with your order number and details about the product you wish to return or exchange. You may use the template provided below.
  2. Wait for Instructions: Our customer service team will respond within 2 business days with a Returns Authorisation number and instructions for shipping the item back to us.
  3. Pack and Ship: Carefully repackage the item in its original packaging. Include a copy of your order confirmation or a note with your Returns Authorisation number. Ship the package to the address we provide. We recommend using a tracked shipping service for your protection.
  4. Inspection and Processing: Once we receive your returned item, we will inspect it to ensure it meets our return conditions. Upon approval, we will process your refund or dispatch your replacement item.

Return Shipping Costs

Customers are responsible for the cost of return shipping unless the item arrived damaged, defective, or was incorrect due to an error on our part. In such cases, we will provide a pre-paid shipping label.

Refunds

After we receive and inspect your returned item, we will initiate your refund.

  • Timing: Refunds will be processed to your original payment method within 5-10 business days of us receiving the return.
  • Method: The refund will be issued back to the original payment method used for the purchase (e.g., Visa, MasterCard, JCB, or PayPal). Please note that depending on your bank or card issuer, it may take additional time for the refund to appear on your statement.

The original shipping cost is non-refundable for returns that are not our fault.

Exchanges

If you need to exchange an item for a different size or colour, the process is the same as a return. Once we receive your return, we will ship the new item to you. Standard shipping charges will apply for the new shipment.

Return Request Email Template

To help you get started, here is a template you can use for your return or exchange request.

Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Dear Family Furniture Hub Customer Service Team,

I would like to request a [return / exchange] for an item from my recent order.

Order Number: [Please insert your order number]

Product Name: [Please insert the product name]

Reason for Return/Exchange: [Please provide a brief reason]

Please advise on the next steps and provide the return shipping address and authorisation number.

Thank you,

[Your Full Name]

Return Shipping Address

Please do not ship returns back to our corporate address. After contacting us, you will be provided with the correct returns address for your region to ensure your package is processed efficiently.

If you have any further questions, our friendly customer service team is always happy to assist. Contact us at [email protected].

Warm regards,
The Family Furniture Hub Team