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 10 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.