FAQ's

MY ORDER

WHERE IS MY ORDER

When your item is despatched, we will send you an email with your tracking information. You should receive a tracking number and link to a website where you can track your parcel. If you need help, give us a shout on email. We’re always happy to lend a hand.

CAN I CANCEL MY ORDER?

We try to process our orders extra-fast to make sure that they arrive with you as soon as possible, so cancelling an order after it’s been made isn’t always possible.

However, we always want to help so please drop us an email (with your order number) to hello@familyhalloweenstore.com and we’ll try our best to get your order cancelled for you.

If we’re lucky enough to cancel that in time, we’ll process your refund back to the original payment method. Please note we may have to charge a cancelation fee to your order. 

SOMETHING IS MISSING FROM MY ORDER

If you ordered more than one product, it’s very likely that they will arrive separately as our products are made by various partners. You should receive tracking for each parcel as they are despatched, so please check the tracking on your missing item.

If you’re still unsure about the whereabouts of your missing item, shoot us an email.

 

SHIPPING

SHIPPING COSTS

Our shipping rates are calculated based on the total shipment weight. Please see our standard rates outlined on our Shipping Page

I WON'T BE AT HOME TO RECEIVE MY ORDER

That’s okay, you’re out living your best life.

Your postie should either leave your parcel in a safe place, with a neighbour, or he’ll drop a ‘We Missed You’ card in your letterbox.

The postie should reattempt delivery at least once or you can fetch it from your local sorting office within 7 days. Be sure to take the card and some form of photo ID with you.

  

RETURNS

WHAT IS YOUR RETURN POLICY?

Faulty or damaged products can be returned within 14 days after delivery for a refund or replacement. Please ensure that your product is returned to us in its original packaging where possible.  We can’t accept products after 14 days.

WHAT ARE THE COST OF RETURNS?

You will need to cover the cost of the return. Please try to send your return via a tracked service as we can’t be held responsible for your return going missing in action.

I RECIEVED A FAULTY ITEM

Uh oh, sorry about that. We’re happy to arrange a refund or replacement for you. Please contact us within 14 days of receipt of the item and we’ll get that sorted for you.

Email us at hello@familyhalloweenstore.com

WHERE DO I SEND MY RETURNS?

Please contact our support team via email for the correct return address. As our products are fulfilled by various partners, the return address on your parcel might not be the closest (and cheapest) for you.

 

PAYMENTS

WHAT PAYMENT METHODS DO YOU ACCEPT?
 

We accept the following payment methods:

American Express, Mastercard, Apple Pay, Google Pay, Visa, Mastero, Shop Pay, Pay Pal, Diners Club and Discover