Shipping policy

Last Updated: January 07, 2026

Thank you for shopping with us! This Shipping Policy outlines how we process, handle, and deliver orders to ensure a smooth and transparent shopping experience. By placing an order, you agree to the terms below.

1. Shipping Coverage

We currently ship within the United Kingdom, United States, Canada, Australia, New Zealand and selected countries within the European Union (EU)

If your shipping destination is not supported, you’ll be notified during checkout before payment.

2. Order Cutoff and Processing Time

• Cutoff Time: Orders placed before 11:00 PM (Mon-Fri), (GMT+00:00), Greenwich Mean Time (London), are processed the same business day.
• After Cutoff: Orders placed after 11:00 PM (Mon-Fri), (GMT+00:00), Greenwich Mean Time (London), are processed on the next business day.
• Processing Time: Generally, it takes 1–3 business days (Mon-Fri) to verify payment, prepare, and pack your order before shipment.
• Peak Periods: During sales events, public holidays, or inventory restocking, processing may take an additional 1–2 business days.

Once your order is shipped, you’ll receive a confirmation email with your tracking number and carrier information.

3. Product Pricing and Cost Transparency

All product prices are displayed in GBP (£) by default. But customers can select and choose the currency on our website.
 The final checkout price includes the following cost breakdown:

• Discounts: Automatically applied at checkout if a valid coupon or promotion is available.
• Shipping Cost: Calculated based on destination, shipping method, and product category.
• Total Order Cost: The final amount you pay includes product price + shipping + applicable taxes.

All costs are clearly displayed before payment to ensure full transparency.

4. Address Accuracy and Verification

Please ensure that your shipping address is accurate and complete when placing your order.
Include:

• Full name
• Street address, apartment/unit number (if applicable)
• City, state, and postal code
• Valid phone number and email address

Incorrect or incomplete addresses may cause:

• Shipping delays
• Additional delivery charges
• Package returns

If you realize you entered an incorrect address:

• Contact us within 12 hours of placing your order at hello@familyportraitcompany.com
• After your order has been processed or shipped, we may not be able to make changes.

If the order is returned due to address errors, re-shipping costs are the responsibility of the customer.

5. Order Verification and Fraud Prevention

To protect our customers, all orders undergo verification checks to confirm billing and shipping details.
In certain cases, we may contact you to verify information before processing your order.
Orders flagged as suspicious or high-risk may be cancelled and refunded for security reasons.

6. Shipping Costs

We proudly offer free shipping on all domestic and international orders. We don't have any hidden fees

7. Estimated Delivery Times

Estimated delivery times depend on your region and shipping method:

Please note:

• Business days do not include weekends or holidays.

• Unforeseen circumstances (customs delays, weather, carrier strikes, etc.) may affect delivery timelines.

8. Shipping Carriers and Partners

We partner with Printify and trusted carriers including USPS, UPS, FedEx, and DHL.
Each carrier is selected based on reliability, delivery speed, and regional coverage.
Tracking numbers are provided for every shipment.

9. Order Tracking

Once shipped, you’ll receive a tracking link via email to monitor your order’s progress.
If your order contains multiple items, you may receive multiple tracking numbers, as products may ship from different warehouses.

10. Change of Shipping Address

If you need to change your shipping address after placing an order:

• Contact us within 12 hours of purchase at hello@familyportraitcompany.com
• Changes requested after processing or shipment may not be possible.

If the carrier charges a rerouting fee, the cost will be the customer’s responsibility.

11. Damaged or Defective Items

We take great care in packaging your products to ensure safe delivery.
If your order arrives damaged or defective:

1. Take clear photos of the packaging and damaged item.
2. Contact us at [Your Email] within 48 hours of delivery.
3. Include your order number and proof of damage.

We’ll investigate and offer one of the following solutions:

• Free replacement
• Full refund (based on our refund policy)
• Store credit (if preferred)

We may ask you to return the damaged item before issuing a replacement or refund.

12. Lost or Missing Packages

If your order hasn’t arrived by the estimated delivery date:

1. Check your tracking information for carrier updates.
2. Contact the carrier for delivery status.
3. If unresolved, contact our support team with your order number.

If the package is confirmed lost in transit, we’ll:

• Send a replacement at no cost, or
• Issue a full refund

However, if the tracking shows “Delivered” and the item is missing, please check with neighbours or local postal offices. We are not responsible for theft or loss after delivery confirmation.

13. Order Cancellation

You may cancel your order within 12 hours of placing it, as long as it hasn’t been processed or shipped.
 Once an order has entered fulfilment or shipping, it cannot be cancelled.

If you no longer want the order after shipping, please refer to our Return Policy for return instructions.

14. Delivery Refusal and Failed Deliveries

If a customer refuses delivery or fails to collect a package:

• The shipping fee is non-refundable.
• Additional re-shipping costs will apply if you request a re-delivery.

If a returned package remains unclaimed for 7 days, the order will be cancelled, and a partial refund (minus shipping and handling fees) may be issued.

15. Customs, Duties, and Taxes

For international orders:

• Customs duties, import taxes, or handling fees may apply.
• These charges are not included in the product or shipping price and must be paid by the customer upon delivery.

We are not responsible for customs delays or charges incurred during import.
We recommend checking your local customs regulations before placing an international order.

16. Restricted Shipping Locations

Certain items cannot be shipped to specific countries or states due to:

• Customs or import restrictions
• Carrier limitations
• Local regulations on materials or product types

If an item in your cart cannot be shipped to your location, you’ll be notified at checkout.

17. Pre-Orders and Backordered Items

If your order contains pre-order or backordered items, the expected shipping timeframe will be displayed on the product page.
We’ll ship the item as soon as it becomes available, and you’ll receive tracking information once it’s dispatched.

If your order includes multiple items, we may ship available products first and the rest later at no extra cost.

18. Packaging and Sustainability

We care about the environment and use eco-friendly or recyclable packaging wherever possible.
Our packaging ensures product protection while minimising environmental impact.

19. Delivery Confirmation and Signature

Some high-value orders may require a signature upon delivery.
If you’re unavailable at the time of delivery, the carrier may attempt redelivery or leave a notice with pickup instructions.

20. Shipping Delays and Force Majeure

While we strive to deliver your order on time, delays can occur due to:

• Extreme weather or natural disasters
• Customs inspections
• Labor strikes or carrier network disruptions
• National or international holidays

We appreciate your patience and will do our best to keep you informed during such events.

21. Split Shipments

For faster delivery, your order may arrive in multiple packages if:

• Items are shipped from different warehouses
• Some products require longer preparation times

Each package will have its own tracking number.

22. Holiday Shipping Information

During holidays and sale periods (e.g., Black Friday, Christmas, and New Year):

• Processing times may extend due to higher order volume.
• Shipping carriers may also experience delays.
  We recommend placing holiday orders early to ensure timely delivery.

23. Customer Support

For any shipping-related enquiries, our support team is here to help.

Business Name: Family Portrait Company

Address: First Floor Unit 12, Compass Point Ensign Way, Hamble, Southampton, Hants, England, SO31 4RA

E-mail: hello@familyportraitcompany.com

Business hours: 9:00 AM-11:00 PM (Mon-Fri), (GMT+00:00) Greenwich Mean Time (London)

We aim to respond to all shipping-related enquiries within 24–48 business hours.

24. Policy Updates

We may update this Shipping Policy occasionally to reflect new logistics partners, service improvements, or compliance changes.
The latest version will always be available on this page, along with the “Last Updated” date.