Frequently Asked Questions

Ordering a personalized Famiily Shop gift

How do I personalize a gift?

Choose a design and follow the options on its product page. Add the requested names, details or photos, wait for uploads to finish, then review your selected size and package before adding to cart.

What kind of photo should I upload?

Use a clear, well-lit original photo with important faces and details visible. Avoid blurry screenshots or heavy filters. Follow the photo requirements for your chosen product and package.

When will my order arrive?

Allow 2–5 business days for production after complete personalization information is received, then 3–8 business days for shipping. The estimated combined window is 5–13 business days, excluding weekends and public holidays. Delivery dates are estimates. See our Shipping Policy.

Can I cancel my order?

Contact us within 24 hours of placing the order, including your order number and checkout email. See our Cancellation, Return and Refund Policy.

What if my gift arrives damaged or incorrect?

Report defects, damage or an incorrect design or size within 7 days of receiving your order. Send your order number and clear photos. Personalized items are not eligible for change-of-mind returns. See our Return and Refund Policy.

How do I track my order?

Use the tracking number from your shipping confirmation on our Track Your Order page.

How can I get help?

Email support@famiilyshop.com or use our contact form. Include your order number when asking about an existing order.