Thank you for choosing FamilyMatchingClothes.com. We take pride in creating coordinated family apparel that is made especially for you. Please read our policy carefully before placing your order.
Understanding Our Made-to-Order Model
Every item on our site is produced individually based on your specific order. Due to this personalized nature, we generally do not accept returns or provide refunds for change of mind, incorrect size selection, or minor color variations on screens.
When We Can Help: Damaged or Incorrect Items
We stand behind the quality of our matching sets. If your order arrives with a manufacturing defect, damage from transit, or is not what you ordered, we will gladly arrange a replacement or issue a refund. To qualify, you must notify us within 60 days of receiving your package.
Steps to Request a Replacement or Refund
If you believe your item is eligible, please email us at [email protected] with the following:
- Order Number:Â Found in your confirmation email.
- Clear Photographs:Â Images that clearly show the issue (e.g., misprint, defect, damage).
- Brief Description:Â A short explanation of the problem.
Our support team will review your request and provide instructions, typically within 48 business hours.
Items Not Eligible for Return or Refund
Due to their custom nature, the following cannot be returned for refunds or exchanges:
- Correctly fulfilled personalized or custom-designed family sets.
- Items purchased during a final sale or special promotion.
- Digital products, gift cards, or downloadable content.
Procedure for Defective or Wrong Items
For verified damaged, defective, or incorrectly shipped items:
- We will cover the cost of shipping a replacement item to you.
- Alternatively, you may choose a full refund to your original payment method.
- In some cases, we may require the original item to be returned to us, for which we will provide a prepaid shipping label.
Refund Processing Timeline
Approved refunds are processed immediately on our end. Please allow 5–10 business days for the funds to appear in your original payment account, depending on your bank or card issuer’s policies.
Handling Return Shipments
If a return is authorized and you are asked to ship an item back:
- Use a trackable shipping service and retain your proof of postage.
- Return shipping costs are the customer’s responsibility unless the error was ours (e.g., we sent the wrong item).
- The item must be unused and in its original packaging.
What to Do If Your Refund Is Delayed
If it has been more than 10 business days since your refund was approved:
- Check with your bank or card company directly, as processing delays can occur.
- Review your online payment account (e.g., PayPal) statement.
- If the funds are still not located, contact us at [email protected] with your order details, and we will investigate.
Exchanging an Item
We do not offer direct exchanges for size or color changes due to our made-to-order process. If an item is defective, we will replace it with the same product. Please ensure your original order is accurate. For any concerns, contact us before finalizing your purchase.
Contact Our Support Team
For any questions regarding this policy or to initiate a request, please email us at [email protected]. We are here to help and aim to respond to all inquiries within 24-48 business hours.
We appreciate your understanding and are committed to ensuring your family looks and feels great in our matching outfits.