What are the payment options on Family 3.0?
You can pay for your order by Paypal or by card with our banking partner PayPlug, CM-CIC (Visa, Mastercard, American Express).
Where do you deliver and what is the cost?
We deliver worldwide by Colissimo and DHL Express.
- Colissimo France : 10€ tax incl. / Free delivery from 150€ of purchase
- Colissimo Europe (EU) : 16,67€ tax excl. (VAT varies depending on the country of purchase / Free delivery from 250€ of purchase
- Colissimo World (outside UE) : 50€ tax excl. / Free delivery from 500€ of purchase
- DHL Express France : 18€ tax incl.
- DHL Express Europe (EU) : 35€ tax excl. (VAT varies depending on the country of purchase)
- DHL Express World (outside UE) : 60€ tax excl.
More informations on the dedicated page Delivery & Returns.
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). VAT off for non-EU residents. If you live outside of the EU, you may have to pay customs duties or import taxes. These taxes and customs duties are the sole responsibility of the buyer, FAMILY 3.0 declines all responsibility. FTA available.
I placed an order but I haven't received a confirmation email yet, is this normal?
During periods of high traffic it may happen that a slight delay is observed in the sending of confirmation e-mails. We invite you to check your spam folder, as well as the email address you provided to us. In case of problem you can contact us at any time via our contact form.
Is it possible to follow the progress of my order?
Once your order has been registered, you will receive several emails to keep you informed of the various steps of your order. Once shipped, you will receive an EMS or UPS tracking number to track your delivery.
Is it possible to return products?
Under Article L121-20 of the Consumer Code, you have fourteen working days from delivery to exercise your right of withdrawal.
To request a return, please visit our online return portal.
Returns are free of charge within France, but the cost is the customer’s responsibility for international returns.
For paid returns, we invite you to pay for your return label at a preferential rate directly through our dedicated platform. A return label will then be sent to you.
Please ensure your return package is securely protected and includes all labels and documents from the original shipment. Failure to do so may result in your return request being denied.
Damaged or incomplete items will not be accepted and will be returned to you at your expense.
If you wish to return an item due to an error on our part, please specify the exact reason for your return and include a photo with your request. Our team will process your request as quickly as possible and send you a return label if your request is approved.
Please allow up to 14 business days from the date we receive your package for your return to be processed. On average, returns are processed within 7 business days.
Please allow up to 14 business days after your return is approved to receive your store credit or refund. Refunds will be issued to the payment method used for the original purchase. On average, refunds are processed within 7 business days.
For any other questions, please contact customer service at [email protected] or by phone at +33 (0)7 49 28 71 75.
Last modified on the 30/12/2024.