Hey, Locals! Use code "HEYIMLOCAL" to pick up orders instead. Next pickup is 3/11/18! Click here for details!

FAQ

WHERE IS MY ORDER SHIPPING FROM?

Familar Folk is an online shop that is based out of a small suburb near Columbus, OH. However, you will occasionally see Familar Folk pop-up around the city! You can view our current list of pop-ups (and pick-up dates) here.

 

WHEN WILL MY ORDER SHIP?

Orders are typically processed within 1-3 business days of receiving your order. Shipping times will vary depending upon the shipping method, but typically your order should not take more than 10 business days from the ship date to arrive.

 

DO YOU SHIP INTERNATIONALLY?

Hopefully soon!! I will soon be shipping to the following locations outside of the US: Canada, UK, Ireland, Greenland, Iceland, Spain, France, Germany, Norway, Sweden, Finland, Switzerland, Denmark, Japan, & Australia. However, until then, there are package forwarding services available within the US that enable you to have your package shipped to a location here within the States, then forwarded onto your location. I would recommend checking into that! 

 

DO YOU ALLOW LOCAL PICK-UPS?

I am currently trialing a local pickup option! You can read more about it on the Pick-Ups and Pop-Ups page here.

 

WHAT HAPPENS IF MY ITEM DOES NOT ARRIVE?

Don't panic! If your package does not show as "delivered" in your tracking information, and you have not received it after 14 days (45 days internationally), I have you covered! Each package is shipped with insurance covering the full cost of the item and shipping if it is lost. Please contact me to let me know, and I will get the claims process started for you. At that time, you will be able to choose if you would prefer a refund or a replacement if a replacement is available. However, since most items are unique and one of a kind, in most cases, a refund will be the only option.

If your package tracking shows "delivered", I unfortunately cannot be held responsible for the package. I would be happy to provide some tips in locating your package, however, so please feel free to contact me for help!

 

WHAT HAPPENS IF MY ITEM ARRIVES DAMAGED?

Again, don't panic! I've got you covered. I do my best to package each order with care, but each package is insured for the full value of the item plus shipping if it arrives damaged. Please contact me upon the receipt of your item at hello@familiarfolk.com along with photos of the damages to the item as well as to the packaging, and I will get a claim started for you. Please be sure to provide your order number in your message, so I can quickly verify and identify your order. At that time, you will be able to choose if you would prefer a refund or a replacement if a replacement is available. However, since most of our items are unique and one of a kind, in most cases, a refund will be the only option. Please note that damage claims MUST be initiated within 7 days of delivery (as indicated by your tracking information), so we will need to be notified within that time frame - no exceptions!

 

WHAT HAPPENS IF MY PACKAGE GETS RETURNED TO SENDER? 

I will contact you with the email address I have on file to let you know what happened. I will ask you to confirm your mailing address to ensure I received the correct address from you. Once I am able to confirm your address (or receive a different address from you), an invoice will be sent to have the package re-shipped. If this is not resolved within 30 days, the items will be relisted and the buyer will be provided with a store credit in the amount of the items only (no shipping).

 

DO YOU ACCEPT RETURNS OR EXCHANGES?

All items are final sale. If there is a problem with your order, please contact me within 7 days of receiving your order, and I will do my best to resolve the issue. At this time, I currently do not accept returns, so if you have any questions about an item that is not covered in the description, please feel free to ask before you purchase the item.

However, for sized clothing items only (this does not include accessories), I would be happy to accept the item back in its original condition* in exchange for a store credit (in the amount of the item only - no shipping will be credited), as I know sizing clothing can be tough. If you need to return a clothing item for store credit, please contact me at hello@familiarfolk.com with your order # within 7 days of receipt, and I would be happy to help! Return shipping is the responsibility of the buyer, and items must be received back within 14 days of receipt in their original condition in order to be considered for store credit. No exceptions.

*If an item is received back in an unacceptable condition (worn, damaged, stained, etc.), the return may be refused at my discretion. If this occurs, you may opt to have the item returned to you at YOUR expense.

 

HOW DO YOU SHIP YOUR ORDERS?

Almost all orders will be shipped via USPS, but in some cases, I may use FedEx (ie: super heavy item!) to ship your order. In this case, I will verify to ensure you can receive FedEx packages at your address. If there is a problem, we will be sure to contact you, but in most cases, we shouldn't run into any issues! 

 

DO YOU EVER DO POP-UPS WITH YOUR SHOP?

Occasionally, yes! You can view my current pop-up schedule on the Pick-Ups and Pop-Ups page and sign up for my newsletter on my home page to be the first to find out about newly-added events.