Refund policy

Return and Refund Policy

The Family Crest Company produces personalized and made-to-order heritage products. Please review your surname, selected design, product size and order details carefully before completing your purchase.

Personalized and Made-to-Order Products

Personalized and made-to-order products are final sale. We do not accept returns, exchanges or refund requests for:

Buyer’s remorse or a change of mind
An incorrectly selected product, size, colour or design
A surname or spelling entered or selected incorrectly by the customer
A preference for a different crest, tartan, coat of arms or artwork after the order has been produced
An item that was accurately produced according to the submitted order

When an item is produced correctly and meets the specifications of the order, the customer is responsible for the product and any return-shipping costs. Return shipping will not be paid or reimbursed by The Family Crest Company for buyer-remorse returns.

Unauthorized returns may be refused and returned to the sender.

Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order. Because production may begin shortly after an order is placed, cancellations and changes are not guaranteed.

Once production has begun, the order cannot normally be cancelled, refunded or changed.

Damaged, Defective or Incorrect Items

If your order arrives damaged, defective or different from what you ordered, contact us within 7 days of delivery at support@familycrestcompany.com.

Please include:

Your order number
A description of the problem
Clear photographs of the product
Clear photographs of the shipping packaging and any visible damage

After reviewing the claim, we may provide a replacement, refund or another appropriate resolution.

If the error was made by The Family Crest Company or the product was damaged in transit, we will not require the customer to pay return shipping when a return is necessary. Do not return an item unless return instructions have been provided.

Family Heritage Artwork

Family crests, tartans, coats of arms and other heraldic designs can vary between historical sources, regions and family branches. The artwork shown on the selected family page and product listing represents the design that will be produced.

Differences between our artwork and another source are not considered defects when the product matches the design displayed or selected at the time of purchase.