FAQs

Frequently Asked Questions

Q. What is the return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. For full details check out our refund policy section.

Q. What are the shipping options?

We offer standard free shipping within the UK and Ireland. Delivery occurs one business day after dispatch, including Saturdays, but not including public holidays. Parcels to residential addresses may be delivered on a Sunday.

Q. What do I do if I never received my order?

All our deliveries are tracked, however in the unlikely event that your order does not turn up, please contact us at support@familyoffive.co.uk

Q. Why are my items arriving in Amazon packaging?

We use multiple distribution centres and Amazon is one of them.

Q. What is your registered company name?

Our registered company name is Malcolm Brown Retail Ltd.

Q. What do I do if I received a defective order?

We pride ourselves on producing quality products and all products go through a quality testing process, however if a product has unfortunately slipped our radar and arrives to you in a unsatisfactory way, contact us at support@familyoffive.co.uk and we will arrange a replacement for you.

Q. What is your Lifetime Promise?

Our Lifetime Promise covers any defects in material or workmanship under normal use during its lifetime. During its lifetime, we will replace, at no charge, products (not including the long sleeve bibs) that prove to be defective because of improper material or workmanship, under normal use and maintenance.

Q. What does the Lifetime Promise not cover?

This Lifetime Promise does not cover any problems that are caused by:

  • Conditions, malfunctions, or damage not resulting from defects in material or workmanship
  • Using it in ways it was not intended for.
  • Improper use for example throwing it around, using heavy machinery or tools on it
  • Supervised usage is always recommended.
  • Q. Where are you located?

    We are located in the United Kingdom (UK).

    Q. What are the "partnered with" products?

    We know as savvy parents; you are always looking for the latest innovative and sought-after items for your little ones and so are we.
    So, we have been working tirelessly to make this happen and we are pleased to announce our new “Partnered with” range.
    When you see the “Partnered with” sticker, that item has been carefully selected by us from one of our trusted partners.
    Shipping times may be a little slower than our own flag ship products as the products will be coming directly from our partnered suppliers globally, but this is to help keep the cost down for you!

    Q. How do I contact your company if my question isn’t answered here?

    Feel free to reach out to us via email at support@familyoffive.co.uk or via our social media channels.