Policy Questions

Q. What is the Our Family Hierlooms return policy?

A. You can return most items sold by Our Family Heirlooms within 15 days from the ship date.

To qualify, simply e-mail for call The Our Family Heirlooms Team about the return within 15 days from the ship date. Please ensure that the item is in its original condition (including: packaging, manuals, warranties, accessories, security seals, etc.). We must receive your item back within 30 days of when we originally shipped it to you. Please allow us 3 - 5 business days from the time we receive the return to process your refund.

For your protection, we suggest all returns be sent back by a traceable carrier, and insured for full retail value. The customer must pay all costs related to return shipping. After receiving and inspecting the returned merchandise (no credit for missing items or if damaged in return shipping), we will reimburse you for the purchase price of the item, less the original shipping fee and less a restocking fee of 15%.

For refunds on purchases made with a credit card, we will issue a credit to the same credit card used to make the purchase. If you paid using Check or Money Order, the refund will be applied to your Our Family Heirlooms account as an in-store credit. Sorry, no refunds on Gift Certificates.

Q. What is the Our Family Heirlooms cancellation policy?

A. Due to the speed at which customers are charged and orders are processed, a cancellation will only be accepted within 24 hours of being placed.

After 24 Hours but before shipping** a 15% processing fee will be charged for cancellations.

**Items that have shipped can not be cancelled. However, you may take an advantage of our Return Policy.

Q. What if the item becomes unavailable for some reason unforeseen reason?

A. The Our Family Heirlooms Team will contact you and suggest a substitute product available to you at an equal or higher value. If the alternate product does not meet with your satisfaction, we will offer you the ability to cancel your order.

Please note that occasionally our policies do change. If you have any questions please contact us.