Faq
What payment methods are accepted at Family 3.0?
You can pay for your order via Paypal, Apple Pay or by Carte Bleue via our banking partners PayPlug and Shopify Payments (Visa, Mastercard, American Express).
Can I pay for my order in installments?
We offer payment in installments at no extra cost thanks to our partner Klarna.
Delivery to France
Family 3.0 is contractually linked with UPS for standard shipments in France and Europe,
as well as for delivery to Access Point (France only).
Delivery within 48 to 72 hours in France, within 5 to 9 days abroad.
Family 3.0 also offers Express delivery via DHL worldwide.
France .: Delivery within 2-3 days to your home or to an Access Point €8 incl. VAT (Free for purchases over €250*)
* Excluding sales and promotional periods
Delivery to Europe
Family 3.0 is contractually linked with UPS for standard shipments in France and Europe,
as well as for delivery to Access Point (France only).
Delivery within 48 to 72 hours in France, within 5 to 9 days abroad.
Family 3.0 also offers Express delivery via DHL worldwide.
Europe (EU) .: Home delivery within 5 to 9 days €15 incl. VAT (Free from €350 purchase*)
Europe outside the EU** .: Home delivery within 5 to 9 days €20 incl. VAT (Free from €350 purchase*)
* Excluding sales and promotional periods
** Europe outside the EU: Albania, Andorra, Belarus, Bosnia, Gibraltar, Guernsey, Åland Island, Isle of Man, Iceland, Jersey, Liechtenstein, Macedonia, Moldova, Montenegro, Norway, United Kingdom, Russia, Serbia, Switzerland, Svalbard and Jan Mayen, Turkey, Ukraine
International delivery
International orders will be delivered via DHL Express.
International .: Home delivery within 2 to 5 days €60 excluding VAT
Please note: for shoes, a maximum of 4 pairs per international order.
Are there any taxes or customs duties on orders?
If you are a resident of the European Union, only VAT is due (all prices displayed on the site include VAT). If you reside outside the EU, you may be required to pay customs duties or import taxes. These taxes and customs duties are the sole responsibility of the buyer, and FAMILY 3.0 declines all liability for them.
If these fees are not paid, your order will be returned and cancelled.
The return costs incurred by this cancellation will be deducted from the amount that will be refunded to you.
I placed an order but I haven't received a confirmation email yet, is this normal?
During peak periods, there may be a slight delay in sending confirmation emails. We encourage you to check your spam folder and the email address you provided. If you have any problems, you can contact us at any time via our contact form.
Is it possible to track the progress of my order?
Once your order is registered, you will receive several emails to keep you informed of the various stages of your order. Once shipped, you will receive a tracking number. If this is not the case, we invite you to contact us for more information.
Is it possible to return products?
Under Article L121-20 of the French Consumer Code, you have fourteen working days from delivery to exercise your right of withdrawal. During this period, you can return your product to us in its original packaging and condition for exchange or refund.
How to request a return?
To request a return, please visit our online returns portal.
Returns to France are at the customer's expense at a cost of €4.50 in France to cover shipping and logistics costs. For all other countries, a different rate will apply; please refer to the returns portal to complete your return.
For paid returns, we invite you to pay the price of your return label at a preferential rate directly through our dedicated platform. A return label will then be sent to you.
Return Policy
Please protect your return package well and include the labels and other documents present in the original package, otherwise we will not be able to accept your return request.
Damaged or incomplete items will not be accepted and will be returned to you in their original condition at your expense.
If you wish to return an item due to an obvious error on our part, please provide the specific reason for your return and attach a photo to your request. Our team will process your request as quickly as possible and send you a return slip if your request is accepted.
When will I be reimbursed?
Please allow up to 14 business days from receipt of your return. On average, returns are processed in less than 7 business days.
Please allow up to 14 business days after your return has been validated to receive your voucher or refund. The refund will be issued to the same payment method used to pay for the order. On average, refunds are issued in less than 7 business days.
For any other questions, please contact customer service by email at contact@family3-0.com or at the following number: +33 (0)7 49 28 71 75