Ordering
How do I place an order?
To place an order, select the quantity and characteristics (size/colour/length/etc.) of your product and click ‘Add to Cart’. Continue until your shopping cart has everything you want to order.
You can also click ‘Buy Now’ to go straight to the purchase page.
When your cart is ready, click on the ‘Cart’ icon in the top right corner of the screen. Check all items in your cart, adjust quantities if needed, and click ‘Proceed to checkout’.
Next, either sign in to your account (icon top right) or enter your shipping details and password to create a new account. Confirm the shipping method, apply any discounts or gift cards, and verify all items in the order.
Click ‘Place Order’, enter your details in PayPal, and accept. We’ll process your order and keep you updated every step of the way.
When will my order ship?
Our team needs 1-2 business days to pack and ship your full order. For larger items, we ask that you allow 3-4 business days. Orders placed after 12:00 am on Friday — or over the weekend — will ship on the next business day.
I have a question about my order, who can I talk to?
Please use the contact form on the Contact Us page to send us your queries.
Product
How accurate are the colors shown in your photos?
The colors shown in our product photos on the product detail pages are highly accurate. But please note that there are small variations in lot-batches of a few products due to which the colors will have slight variations.
Returns
I have changed my mind. Can I return an item or an entire order?
Returns are accepted within 15 days if the item is unopened and in original condition, including packaging.You can exchange the item or receive store credit.
What happens if an item I bought is damaged or defective?
Please email customersupport@familand.com.au with your order number, issue description, and photos if possible. We’ll arrange a replacement or refund based on your preference.
How long does the return process take? How long until I see money in my account?
The return process can take approximately 2 weeks.After the supplier receives and processes your package (2-3 days), the refund appears in your bank within 5-7 business days.
Payment
How can I pay for my order?
We accept payments via PayPal. No PayPal account is required—you can pay with any major bank card through PayPal.
Can I make an order online and pay for it over the phone?
We only offer online payment options as we operate exclusively online.
When will my bank account be charged?
Your account is usually charged immediately upon placing the order. Occasionally, charges occur when your order is ready to ship. Contact customersupport@familand.com.au if issues arise.
Accounts
Do I need an account to place an order?
Creating an account helps you track your orders but is not required for making a purchase.
I have forgotten my password. What do I do?
Visit the account login page or click this link: Forgot Password.
If email issues persist, contact
customersupport@familand.com.au for assistance。