Orders & Payment

  • Accepted Forms of Payment

    We accept the following forms of payment: * All major credit cards (American Express, Discover, Mastercard, VISA, Diners Club, JCB) * International credit cards (billing address entered at checkout must 100% match your credit card's billing address or your order will not be processed) * PayPal * ...
  • Why was my order cancelled?

    Below are possible reasons as to why your order was canceled/refunded: You did not respond to an important email from Electric Family regarding a time sensitive email. You may have placed a duplicate order and we automatically refunded it to make sure you were not charged twice. Your order was ...
  • Did my order go through? I didn't get a confirmation email.

    If you did not receive an email confirmation with an order #, your order did not process in our system. It is common for the charge to show up on your credit/debit card bill as a pending charge, but the tendered amount will automatically be refunded into your account (typical time for this is 1-3...
  • My debit/credit card isn’t working and my order isn’t going through…help!

    If the zip code on the billing address and card information field don’t match, our system will not accept your order. Here are a few solutions that have successfully fixed the problem: 1. Place the order again with the same card 2. Use a PayPal account 3. Use a different credit/debit card If...
  • What is a Non-Sterling Transaction Fee?

    If you make a transaction in a foreign currency, you will be charged a non-sterling transaction fee of 2.99% on the transaction amount. If you use your Card to withdraw cash abroad a cash fee of 3% of the withdrawal amount or £3 (whichever is greater) will be payable in addition to the non-sterli...
  • I ordered the wrong size! Can I change it?

    If you ordered the wrong size, you will be able to edit your order here: log into your Electric Family account To give you full flexibility when editing the order and to make sure you are not charged incorrectly, the current order will be cancelled. Then you will be redirected to the online sto...