Contact us
Shipping
Delivery costs and times
Delivery status
Delivery within Italy
Easy returns
How to pay

 

Customer Service

Contact Us


If you have any queries or would like to share your ideas or feedback, we would love to hear from you! 

Do you have ideas on a phenomenal product that you think we should carry on Family Nation? Would you like to share a review of a product you bought on Family Nation? Please do write!

You can reach us by:

Chat

Click on the Chat bubble on the bottom right of each page. Usually we will be able to respond right away – otherwise type in your message along with your email address into the chat window and we'll get right back to you.

You can also chat with us using Skype. Our Skype ID is family.nation

Email

You can email us at info@family-nation.com, and we will respond within 24 work hours - usually less!

Phone

You can reach us at any of these three phone numbers. We speak perfect English and Italian, passable French, and poor Spanish. Our lines are open Monday to Friday from 9.30 to 18.00 (Italian time)

UK: +44 207 19 333 86

Italy: +39 055 490 545

France: +33 970 467 667

Skype us at family.nation – or simply click below

 

 

Facebook

Visit Family Nation on Facebook at www.facebook.com/familynation

 

Our Address:

Family Nation S.R.L.

Via Bolognese 49R

50139 Firenze

VAT Number: IT-06190610482.

Chamber of Commerce Firenze (REA): 607993

 

 

Shipping

We Deliver Worldwide! 

 

Fast, Reliable and Affordable Delivery by Fedex!

We use Fedex international courier service to ensure that your orders reach you fast, reliably and affordably. Orders usually arrive within 3-5 days (more details in Table below).

We use BRT Express Courier service for delivery within Italy (usually arrives within 48 hours)

 

Delivery Costs and Times

Delivery to most countries in Europe costs only 5.90€ and takes only 3-4 working days after orders are dispatched. We offer Free Shipping to many countries in Europe on order from 120€ upwards! Orders received before 11.00 am Monday to Friday are dispatched the same day! (Please note, some bulky or heavy items are excluded from free shipping and have a shipping cost which is indicated on the product page.)

Delivery to USA, Australia, Canada and Switzerland costs only 14.90€, and takes only 3-5 working days from despatch. Orders to countries outside the EU may be subject to import duty and VAT. For Swizerland, FedEx may charge an Administration Fee for handling Duties and Tax of CHF 22.

All international orders are despatched using Fedex and are fully trackable online. (Orders to Italy are sent using BRT Express Courier and are free above 59€!)

 

We deliver to almost every country in the world (191 countries!) at very competitive rates. Our express courier delivery service ensures you can track your package from the moment we dispatch it until it arrives at your front door! Delivery usually takes 3-4 days, or up to 7 working days for some locations. We are delighted to be able to deliver larger orders free! (A small number of items, usually bulky items, are excluded from free delivery)

 

Zone

Countries

Cost €

Delivery Time (working days)

Free Shipping over €

(excludes some bulky products)

A: Italy

Italy

5.90

48 hours (Islands add 1 day)

59€

B: Europe

Andora, Austria, Belgium, Denmark, Faroe Islands, Finland, France, Germany, Greece, Greenland, Ireland, Luxembourg, Monaco, Netherlands, Portugal, Spain (excluding Canary Islands), Sweden, United Kingdom

5.90

3-5 days

120€

C: Eastern Europe

Bulgaria, Cyprus, Czec Republic, Estonia, Hungary, Latvia, Lithuania, Malta, Poland, Romania, Slovakia, Slovenia

9.90

3-6 days

149€

D: USA, Australia, Canada, China, Europe EFTA

Australia, Canada, Gibraltar, Iceland, Liechtenstein, Norway, Switzerland, USA

14.90

3-6 days

249€

E: Russia

Russia (Using Export Box Delivery Service)

29.90

5-10 days

399€

F: World (including India, Japan)

Algeria, Bahrain, Bangladesh, Bhutan, Brunei, Cambodia, East Timor, Egypt, Hong Kong, India, Indonesia, Israel, Japan, Jordan, Kuwait, Laos, Lebanon, Libya, Macau, Malaysia, Mexico, Morocco, Myanmar, Nepal, New Zealand, Oman, Pakistan, Palestine Authority, Philippines, Qatar, Saudi Arabia, Singapore, South Korea, Sri Lanka, Syria, Taiwan, Thailand, Tunisia, U.A.E., Vietnam, Yemen

39.90

4-8 days

499€

G: World

Afghanistan, Albania, American Samoa, Angola, Anguilla, Antigua, Argentina, Armenia, Aruba, Azerbaijan, Bahamas, Barbados, Belarus, Belize, Benin, Bermuda, Bolivia, Bosnia, Botswana, Brazil, British Virgin Islands, Burkina Faso, Burundi, Cameroon, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, Colombia, Congo, Cook Islands, Costa Rica, Cote d'Ivoire, Croatia, Djibouti, Dominica, Dominican Republic, Ecuador, El Salvador, Equatorial Guinea, Eritrea, Ethiopia, Fiji, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Ghana, Grenada, Guadeloupe, Guam, Guatemala, Guinea, Guinea Bissau, Guyana, Haiti, Honduras, Iraq Republic, Jamaica, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Lesotho, Liberia, Macedonia, Madagascar, Malawi, Maldives, Mali, Marshall Islands, Martinique, Mauritania, Mauritius, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Namibia, Nauru, New Caledonia, Nicaragua, Niger, Nigeria, Niue, Nl. Antilles, Palau, Panama, Papua New Guinea, Paraguay, Peru, Puerto Rico, Reunion Island, Russia, Rwanda, Samoa, Senegal, Serbia, Seychelles, Sierra Leone, Solomon Islands, Somalia, South Africa, St. Kitts & Nevis, St. Lucia, St. Vincent, Sudan, Suriname, Swaziland, Tanzania, Togo, Tonga, Trinidad & Tobag, Turkey, Turkmenistan, Turks & Caicos Islands, Tuvalu, Uganda, Ukraine, Uruguay, US Virgin Islands, Uzbekistan, Vanuatu, Venezuela, Wallis & Futuna, Zaire, Zambia, Zimbabwe

 

79.90

4-9 days

 

 

Import Duty and VAT for Deliveries outside of the EU

Goods that are despatched to countries outside of the EU may have an import duty and/or taxes levied on them when they reach your country. Whether charges are payable depends on the value of the package and where you are having it delivered to. Family Nation has no control over these charges and cannot predict what they might be as customs duties vary widely across countries. You should contact your local customs office for further information. If there are any additional charges for customs clearance, they must be borne by you. If you have any concerns, you may also contact us at info@family-nation.com. 

 

Shipping Address - your own, work or a friend's

You can ship your purchase to your own address, to your work address, or to a friend or family member. When you reach Step 2 (Billing and Shipping Address) you first enter your own address. Then, if you wish to ship to your work or another address, you select "No" where it asks you "Shipping and billing address the same". Then you have space to enter the Shipping address.

If you need to ship to more than one address, then you will need to complete a separate order for each address.

   

What happens if I'm out when the Courier Arrives?

The Express Courier usually arrives between 9.00 and 18.00 from Monday to Friday. They will deliver to the ground floor.

Someone does need to be present when the delivery is made, to sign for receipt of the goods. If you think you may be away, you can choose to deliver your order to a friend's address or to work.

If you are out when the Courier arrives, they will leave you a note with the phone number to call in order to fix another delivery time (at no cost). Please do call as soon as you can to ensure the fastest possible re-delivery, and because the courier will usually try to deliver again the following day unless advised otherwise.

 

How can I check the Delivery Status of my Order?

As soon as your order leaves our warehouse you will receive a confirmation order from us at Family Nation. You will also receive a message within 24 hours directly from Fedex, along with a tracking number and the website address where you can check the status of your delivery. It takes 1-2 working days for your tracking number to be active on the courier's website. If you don't receive a tracking number, log onto the website at the top of the screen, click on "Track your orders" and you can access a tracking number for Fedex which you can enter at the Fedex website.

 

If your Order does not Arrive

In the very unlikely event that your order does not arrive within a week, please do not hesitate to contact us and we will do our best to assist. You can contact us by writing to info@family-nation.com. You can also reach us through our Chat windows on each page or by Skype at family.nation. You may telephone us at: +44 207 19 333 86 (UK); +39 055 490 545 (Italy); +33 970 467 667 (France).

 

Payment by Bank Transfer

If you pay by Credit Card or PayPal we are usually able to dispatch your order the same day or the following day that we receive it. If you prefer to pay by Bank Transfer, we will dispatch your order once we have received your payment in Family Nation's Bank Account. 

We can also accept payment via Bank Transfer. Please make the payment using the details below. Payment by Bank Transfer will slightly delay the dispatch of your item (we dispatch once we have received your payment into our bank account - usually it takes about 2 working days after your tranfer for us to receive the funds).

Payee: Family Nation S.R.L.
IBAN: IT55 T 0326 8028 01052541425580
Bank: Banca Sella
Reference: please include your order number (in your confirmation email you will see "Order #" and a four digit number).
SWIFT/BIC Code: SELBIT2B 
Family Nation's Address: Via Bolognese 49R, 50139 Firenze, Italy
 

 

Delivery within Italy

Within Italy we are able to offer free delivery on all orders above €59, otherwise delivery costs only €5,90. Delivery is made using BRT's Express service - and you will typically recieve your order within 48 hours from the time you order (a day more for Islands and Remote Locations). All orders can be tracked, so the chance of your order going astray is minimal. (A small number of items are excluded from the Free Delivery service - this is indicated in the product description).

For only €2.90 more, you can choose BRT su Appuntamento (Delivery by appointment) - where you can specify the day and the time for your delivery, and BRT will call you to agree the appointment time. (Sometimes this can increase delivery time by 24 hours - depending on how quickly Bartolini is able to reach you).

You can also choose to pay cash on delivery (pagamento in contrasegno), which is accepted on orders up to €500. This service costs an additional €2.90.

 

Pay on Delivery / Contrassegno (Pagamenti alla Consegna)

Please pay on Delivery (Contrassegno) in Cash. Please check to make sure that the Shipping Address is correct, and that includes the name on the doorbell, stairway number (if relevant), etc. If you are paying in cash, please put the correct amount aside, as the courier may not have change available. Orders of up to €500 are accepted for delivery by Cash on Delivery, and this service costs an additional €2.90.

 

Easy Returns

We hope you will be very satisfied with your purchase at Family Nation, but if you would like to return an item, then we will be happy to help you. 

Returns for purchases delivered outside of Italy

To return an item, please contact us at Family Nation before returning an item so we can provide you with an authorisation email. We cannot accept returns that have not been authorised in advance. When we receive your returned item we will issue you with a full refund for the cost of the item (we are not able to reimburse postage costs for items sent to shipping addresses outside of Italy)

Please note that returned items must be new, unused, undamaged, and in their original packaging.

If you would like a different size of the same item, we ask that you return the item that does not fit, and place a new order for the size that you need. If you place the order straight away you maximise the likelihood of getting the size you would like. We always fully refund returned items that we have been authorised, and where the returned items are as new. If you do not see the size you would like, please let us know - we may be able to order it for you.

To return an item please: 

  1. Please write to info@family-nation.com or call us - within 20 days of your purchase. Our telephone numbers are +44 207 19 333 86 (UK); +33 970 467 667 (France); and +39 055 490 545 (Italy). Please provide us with:
    • your order number (begins with # at the top of the order email/receipt)
    • the name of the product that you would like to return, and the reason you would like to return the item
    • if you would prefer to have a Gift Certificate (without expiry) or to be refunded
  2. Our Customer Service team will send you an authorization email. Please print out the email.  
  3. Place the product in a strong envelope (or you can reuse the envelope in which you received the product). Attach to the package the part of the email that includes order number and our warehouse address to the package. Make sure the package is securely sealed with tape.
  4. Send the item to us by Recorded Delivery/Registered Post and be sure to keep the receipt as evidence of posting. Recorded Delivery or Registered post refers to a postal service for which a signature is required upon delivery.
  5. When you returned item arrives at our warehouse we will give it a quick check to make sure it is new, unused, undamaged and capable of being resold.
  6. Within 20 days of receiving your return we will send you an email confirming that everything is ok, and we will attach the Gift Certificate / indicate that we have refunded the product.

 

Please note:

We ask you to take special care with items that you might need to return: specifically we can only reimburse or exchange items that are new and unused and which:

  • remain in their original packaging
  • have their labels intact
  • have not been altered in any way
  • have not been washed

With respect to clothing, we ask you not to try items without first having been very careful not have creams, cosmetics or tanning lotion which could mark or stain the clothing, and not to remove any hygenic protective strip.

For products that are in boxes (such as toys), we ask you to be careful when opening the box not to damage it.

If you have any questions or would like any advice about returns or exchanges, please do not hestiate to contact our customer service team at info@family-nation.com, or by phone +44 207 19 333 86 (UK); +33 970 467 667 (France); and +39 055 490 545 (Italy), or using the chat function on the website.

 

Free pick-up service for returns from addreses in Italy

The guidance is the same as the above, except that we are able to arrange for a courier to pick up the returned item from you free of charge. Simply let us know the pickup address, the day and morning/afternoon, and we will arrange the pick-up.

 

 

How to Pay for your Order

It's easy to buy on www.family-nation.com! You can choose between 3 payment options:

  • Credit Card (Visa, Mastercard, and American Express) 
  • PayPal
  • Bank Transfer

 

Credit Card

You can pay using your credit card (Visa, MasterCard or American Express). The process is via BancaSella Gestpay system - it is 100% secure. It uses SSL (Secure Sockets Layer protool). Your credit card details are transmitted directly to the Bank and are not visible or saved by us at Family Nation.

 

PayPal

If you have a PayPal account you can select PayPal as payment method, and then select PayPal a second time, and use your PayPal account in complete security.

 

Bank Transfer

We can also accept payment via Bank Transfer. Please make the payment using the details below. Payment by Bank Transfer will slightly delay the dispatch of your item (we dispatch once we have received your payment into our bank account - usually it takes about 2 working days after your tranfer for us to receive the funds).

Payee: Family Nation S.R.L.
IBAN: IT55 T 0326 8028 01052541425580
Bank: Banca Sella
Reference: please include your order number (in your confirmation email you will see "Order #" and a four digit number).
SWIFT/BIC Code: SELBIT2B 
Family Nation's Address: Via Bolognese 49R, 50139 Firenze, Italy
 
If you have any queries, please don't hesitate to contact us by writing to info@family-nation.com. You can also call us at +44 207 19 333 86 (UK); +39 055 490 545 (Italy); +33 970 467 667 (France). Alternatively you can reach us by chat using the Chat bubble in the bottom right of each screen or by Skype - our ID is family.nation
 
Many thanks
 
The Family Nation Team