Refund policy

At Family Roots Boutique, each order is prepared especially for you. Many of our products are made to order and may also include personalized or customized details. Because of the nature of these products, we generally cannot accept returns or exchanges for change of mind, incorrect product selection, or customer-provided personalization errors.

We do, however, want you to receive your order in the condition and form in which it was intended. If there is a problem with your order, please contact us as soon as possible so we can review the situation and work toward an appropriate resolution.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrectly produced due to a manufacturing, production, or fulfillment error, please contact Family Roots Boutique as soon as possible.

For eligible U.S. orders, issues must be reported to Family Roots Boutique within 15 days of delivery. This allows us adequate time to review the issue, collect any necessary documentation, and submit an eligible claim to our production partner within their required timeframe.

To help us investigate the issue, we may ask you to provide:

• Your order number
• A description of the problem
• Clear photographs of the item
• Photographs of the packaging, when applicable
• A short video when necessary to document certain production or packaging issues
• Please keep the product and its original packaging until your claim has been reviewed.

For eligible manufacturing, production, or fulfillment errors, a remake or replacement will generally be the primary resolution rather than a refund.

Some products or circumstances may not be eligible for a remake or replacement. Eligibility may depend on the product, nature of the issue, supporting documentation, timing of the claim, and circumstances surrounding the order.

If a remake or replacement is not available, Family Roots Boutique will review the circumstances and determine an appropriate resolution.

Submitting a claim does not automatically guarantee a refund, remake, or replacement.

Personalized & Made-to-Order Products

Because personalized and made-to-order products are created specifically for each order, we generally cannot accept returns, exchanges, or provide refunds because:

You changed your mind after ordering.

You selected the wrong product, size, color, style, or option.

Personalization information was entered incorrectly by the customer.

You no longer need or want the product.

Please carefully review all product selections, personalization, spelling, names, dates, addresses, and other information before completing your purchase.

Order Changes & Cancellations

Our made-to-order products can enter production quickly.

If you need to request a change or cancellation, please contact us immediately after placing your order. We will make every reasonable effort to accommodate your request; however, changes and cancellations cannot be guaranteed.

Once an order has entered production, it generally cannot be changed or cancelled.

Lost or Delayed Packages

If tracking information stops updating or your package appears to be lost in transit, please contact us so we can review the shipment.

Carrier investigations and replacement eligibility may require a waiting period. In some circumstances, a shipment may need to show no tracking movement for at least 30 days before it can be reviewed as lost in transit.

Please note that carrier delays, especially during holidays, severe weather, or periods of high shipping volume, do not necessarily mean that a package is lost.

If a lost-in-transit claim is eligible for a remake or replacement, that will generally be the primary resolution rather than a refund. Some products or circumstances may not qualify for a remake or replacement.

Packages Marked “Delivered” but Not Received

If tracking shows that your package was delivered but you cannot locate it, please first:

• Verify the shipping address provided with your order.
• Check around the delivery location.
• Check with other members of your household.
• Check with neighbors when appropriate.
• Contact the shipping carrier for additional delivery information.

Orders marked as delivered by the carrier are treated differently from packages that are lost while still in transit.

Package Protection may not be available for all products or orders. When available, it will be offered as an optional add-on in the shopping cart.

When Package Protection has been purchased for an eligible order, a qualifying package that is marked delivered by the carrier but cannot be located may be eligible for one replacement rather than a refund, subject to applicable eligibility requirements.

For eligible Package Protection claims, please contact us no earlier than 2 business days after the carrier marks the package delivered and no later than 15 days after the recorded delivery date.

Package Protection does not guarantee a refund.

If Package Protection was not purchased or was not available for the order, a package marked as delivered may not qualify for a complimentary remake or replacement.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you discover an address error, please contact us immediately. We will make every reasonable effort to correct the address before production or shipment, but changes cannot be guaranteed.

Additional costs resulting from an incorrect or incomplete customer-provided address may be the responsibility of the customer.

Returns

Please do not mail a product back without first contacting Family Roots Boutique.

Because many of our products are made to order, returning an item to the address shown on the shipping package does not guarantee a refund, remake, replacement, or exchange.

If a physical return is required as part of resolving an issue, we will provide instructions after reviewing your request.

Refunds

When a product is eligible for a remake or replacement, Family Roots Boutique will generally use that option to resolve the issue rather than issue a refund.

Refunds are not automatically provided for damaged, defective, incorrect, delayed, lost, or missing orders.

If a remake or replacement is not available, we will review the individual circumstances and determine an appropriate resolution. A refund may be considered when appropriate based on the circumstances of the order and issue.

If a refund is approved, we will provide information regarding the refund and any applicable processing timeframe.

Product Care

Some products, particularly jewelry, require proper care to maintain their appearance and condition. Please follow the care instructions provided by Family Roots Boutique.

Damage caused by improper use, storage, exposure to chemicals, moisture, perfumes, lotions, or failure to follow applicable care instructions may not qualify as a manufacturing defect.

At Family Roots Boutique, each order is prepared especially for you. Many of our products are made to order and may also include personalized or customized details. Because of the nature of these products, we generally cannot accept returns or exchanges for change of mind, incorrect product selection, or customer-provided personalization errors.

We do, however, want you to receive your order in the condition and form in which it was intended. If there is a problem with your order, please contact us as soon as possible so we can review the situation and work toward an appropriate resolution.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrectly produced due to a manufacturing, production, or fulfillment error, please contact Family Roots Boutique as soon as possible.

For eligible U.S. orders, issues must be reported to Family Roots Boutique within 15 days of delivery. This allows us adequate time to review the issue, collect any necessary documentation, and submit an eligible claim to our production partner within their required timeframe.

To help us investigate the issue, we may ask you to provide:

Your order number

A description of the problem

Clear photographs of the item

Photographs of the packaging, when applicable

A short video when necessary to document certain production or packaging issues

Please keep the product and its original packaging until your claim has been reviewed.

For eligible manufacturing, production, or fulfillment errors, a remake or replacement will generally be the primary resolution rather than a refund.

Some products or circumstances may not be eligible for a remake or replacement. Eligibility may depend on the product, nature of the issue, supporting documentation, timing of the claim, and circumstances surrounding the order.

If a remake or replacement is not available, Family Roots Boutique will review the circumstances and determine an appropriate resolution.

Submitting a claim does not automatically guarantee a refund, remake, or replacement.

Personalized & Made-to-Order Products

Because personalized and made-to-order products are created specifically for each order, we generally cannot accept returns, exchanges, or provide refunds because:

You changed your mind after ordering.

You selected the wrong product, size, color, style, or option.

Personalization information was entered incorrectly by the customer.

You no longer need or want the product.

Please carefully review all product selections, personalization, spelling, names, dates, addresses, and other information before completing your purchase.

Order Changes & Cancellations

Our made-to-order products can enter production quickly.

If you need to request a change or cancellation, please contact us immediately after placing your order. We will make every reasonable effort to accommodate your request; however, changes and cancellations cannot be guaranteed.

Once an order has entered production, it generally cannot be changed or cancelled.

Lost or Delayed Packages

If tracking information stops updating or your package appears to be lost in transit, please contact us so we can review the shipment.

Carrier investigations and replacement eligibility may require a waiting period. In some circumstances, a shipment may need to show no tracking movement for at least 30 days before it can be reviewed as lost in transit.

Please note that carrier delays, especially during holidays, severe weather, or periods of high shipping volume, do not necessarily mean that a package is lost.

If a lost-in-transit claim is eligible for a remake or replacement, that will generally be the primary resolution rather than a refund. Some products or circumstances may not qualify for a remake or replacement.

Packages Marked “Delivered” but Not Received

If tracking shows that your package was delivered but you cannot locate it, please first:

Verify the shipping address provided with your order.

Check around the delivery location.

Check with other members of your household.

Check with neighbors when appropriate.

Contact the shipping carrier for additional delivery information.

Orders marked as delivered by the carrier are treated differently from packages that are lost while still in transit.

Package Protection may not be available for all products or orders. When available, it will be offered as an optional add-on in the shopping cart.

When Package Protection has been purchased for an eligible order, a qualifying package that is marked delivered by the carrier but cannot be located may be eligible for one replacement rather than a refund, subject to applicable eligibility requirements.

For eligible Package Protection claims, please contact us no earlier than 2 business days after the carrier marks the package delivered and no later than 15 days after the recorded delivery date.

Package Protection does not guarantee a refund.

If Package Protection was not purchased or was not available for the order, a package marked as delivered may not qualify for a complimentary remake or replacement.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you discover an address error, please contact us immediately. We will make every reasonable effort to correct the address before production or shipment, but changes cannot be guaranteed.

Additional costs resulting from an incorrect or incomplete customer-provided address may be the responsibility of the customer.

Returns

Please do not mail a product back without first contacting Family Roots Boutique.

Because many of our products are made to order, returning an item to the address shown on the shipping package does not guarantee a refund, remake, replacement, or exchange.

If a physical return is required as part of resolving an issue, we will provide instructions after reviewing your request.

Refunds

When a product is eligible for a remake or replacement, Family Roots Boutique will generally use that option to resolve the issue rather than issue a refund.

Refunds are not automatically provided for damaged, defective, incorrect, delayed, lost, or missing orders.

If a remake or replacement is not available, we will review the individual circumstances and determine an appropriate resolution. A refund may be considered when appropriate based on the circumstances of the order and issue.

If a refund is approved, we will provide information regarding the refund and any applicable processing timeframe.

Product Care

Some products, particularly jewelry, require proper care to maintain their appearance and condition. Please follow the care instructions provided by Family Roots Boutique.

Damage caused by improper use, storage, exposure to chemicals, moisture, perfumes, lotions, or failure to follow applicable care instructions may not qualify as a manufacturing defect.

Contact Us

If you experience a problem with your order, please contact Family Roots Boutique before attempting to return an item.

When contacting us, please include your order number and a description of the issue so we can assist you as efficiently as possible.

This policy does not limit any rights or remedies that may be available to you under applicable law.

Last updated: August 16, 2026

If you experience a problem with your order, please contact Family Roots Boutique before attempting to return an item.

When contacting us, please include your order number and a description of the issue so we can assist you as efficiently as possible.

This policy does not limit any rights or remedies that may be available to you under applicable law.

Last updated: August 16, 2026