Delivery, Returns & Refunds Policy
Effective Date: 6 July 2026
Last Updated: 6 July 2026
At Family Tree Books, we want you to be delighted with every purchase. This policy explains how we deliver your order, what to do if something goes wrong, and your rights if you wish to return an item.
Nothing in this policy affects your statutory rights under UK consumer law.
1. About Us
Family Tree Books Ltd
Company Number: 16892087
Registered Office:
2 Providence Street, Todmorden, OL14 6TH
Email:
2. Where We Deliver
We currently deliver within the United Kingdom only.
At this time, we do not offer international shipping.
3. Dispatch Times
We aim to dispatch all orders within 2–3 working days after your order has been placed and payment has been received.
Working days are Monday to Friday, excluding public holidays in England and Wales.
During particularly busy periods, such as Christmas or promotional events, dispatch may take slightly longer. If there is a significant delay, we will contact you as soon as reasonably possible.
4. Delivery
Orders are sent using Royal Mail.
Delivery charges are calculated during checkout based on:
the Royal Mail service selected; and
the weight of your order.
Current delivery charges typically range from £2.75 for a single book to £6.95 for orders of up to ten books.
Delivery charges are displayed before you complete your purchase.
Although we aim to dispatch orders promptly, delivery times are estimates and cannot be guaranteed, as they depend on Royal Mail's service.
5. Checking Your Order
When your order arrives, we recommend checking it as soon as possible.
If anything appears to be:
damaged;
faulty;
missing; or
incorrect,
please contact us as soon as reasonably possible by emailing:
Including photographs of any damage will help us resolve the issue more quickly, although we may not require them in every case.
6. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please let us know as soon as possible.
Depending on the circumstances, we will offer one of the following:
a replacement;
an exchange; or
a full refund.
Where a return is required because the item is faulty, damaged or supplied in error, we will reimburse the reasonable cost of return postage or provide instructions for returning the item at no cost to you.
Your rights under the Consumer Rights Act 2015 are not affected.
7. Returning an Unwanted Item
If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations 2013.
To exercise this right, please email:
before the end of the 14-day cancellation period.
You then have a further 14 days to return the item to us.
To qualify for a refund:
the item should be returned in a saleable condition;
it should be returned with any original packaging where reasonably possible;
you should take reasonable care of the goods while they are in your possession.
Unless the item is faulty or incorrect, you are responsible for the cost of returning unwanted items.
8. Refunds
Once we have received and inspected the returned item, we will process any refund due without undue delay.
Where a refund is approved, it will normally be made using the same payment method you used when placing your order.
If you cancelled your order under the Consumer Contracts Regulations, we will refund:
the purchase price of the returned goods; and
the standard delivery charge paid for the original order, where required by law.
We are not required to refund any additional delivery costs you selected, such as upgraded or express delivery services.
We may reduce your refund if the value of the goods has been diminished through handling beyond what is reasonably necessary to establish their nature, characteristics and condition.
9. Exchanges
If an item is damaged, faulty or supplied incorrectly, we are happy to offer an exchange where appropriate and subject to stock availability.
If an exchange is not possible, we will offer a replacement or a refund.
We do not normally offer exchanges for unwanted items. If you would prefer a different title, please return the unwanted book in accordance with this policy and place a new order.
10. Items That Cannot Be Returned
We reserve the right to refuse a return where:
the item has been damaged through misuse;
the item has been altered after delivery;
the item is returned outside the applicable cancellation period without another legal basis for return.
This does not affect your legal rights if the goods are faulty, damaged or not as described.
11. Lost Parcels
If your order has not arrived within a reasonable time after dispatch, please contact us.
We will work with Royal Mail to investigate the delivery and keep you informed throughout the process.
Where appropriate, we will arrange a replacement or refund in accordance with our legal obligations.
12. How to Contact Us About a Return
Please email:
When contacting us, please include:
your name;
your order number;
details of the issue; and
photographs if the item has arrived damaged (where possible).
Providing this information helps us resolve your enquiry more quickly.
13. Changes to This Policy
We may update this policy from time to time.
The latest version will always be published on our Website.
Any changes will apply to future orders and will not affect purchases already made.
Thank You
Thank you for supporting Family Tree Books.
As a small independent business, we genuinely appreciate every order. If you have any questions before or after making a purchase, we'd be delighted to hear from you and will do our best to help.