Frequently Asked Questions for our online store

Welcome to’s FAQs !

The version of this FAQs page has been updated last on: January 1, 2020.

What is your shipping policy ?

*** Free Shipping on all American and Canadian orders  ***

At the shop @ I Love Ancestry, our goal is to offer you the best shipping options, no matter where you live. Every day, we deliver to numerous customers across the world, ensuring that we provide the very highest levels of responsiveness to you at all times.
The time frame for US and Canadian order delivery is divided into two parts:

Processing time
Order verification, tailoring, quality check, and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. Our fulfillment partners process the orders, which takes an additional 2–5 days.

Shipping time
After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time.

The international shipping rate charged for your order is based on the weight of your products, and your location. Before the final checkout page, you will be shown what the cost of shipping will be, and you will have a chance to not place your order if you decide not to.

Shipping time
International delivery usually takes about 15–30 business days.

What is your return policy ?

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

The return address is set by default to’s partner facility. When we receive a returned shipment, an email notification will be sent to you unless instructed otherwise.

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to us. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

Returned by Customer – We advise you to contact us first before returning any products. Considering our Free Shipping* policy, we do not refund orders for buyer’s remorse, and size exchanges remain at customers’ expense and discretion.

Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer’s specifications or clearly personalized, therefore reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

How can I contact you?

The best way to contact us is by email and web chat. If you have any questions about our products, your orders or any other online-store related concerns, please contact us by email at, or by mail using the contact details below:

Residents of the North America Region:
Attn: Customer Service
Address: 111 South 35th Street,
San Diego, 92113,

Residents outside of the North America Region:

Attn: Customer Service
Address: 2 Avenue Charles De Gaulle,
71200, Le Creusot

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