Help & FAQ
Help & Frequently Asked Questions (FAQ)
Welcome to Xil’s Family Store!
We’ve gathered answers to the most common questions to help make your shopping experience smooth and enjoyable.
If you don’t find what you’re looking for, feel free to reach us anytime at
📧 support@xilsfamilystore.com
1. How long does delivery take?
We process all orders within 1–3 business days.
Delivery usually takes:
• UK & Europe: 7–15 business days
• USA & Canada: 10–20 business days
• Other countries: 12–25 business days
Note: Delivery times may vary depending on your location and customs clearance.
We’ll send you a tracking number once your order has shipped.
2. How do I track my order?
Once your order is shipped, you’ll receive a confirmation email with your tracking number.
To track your package:
1. Click the tracking link in your email, or
2. Contact us at support@xilsfamilystore.com if you haven’t received tracking details after 5 days.
3. What should I do if I haven’t received my order?
If your order hasn’t arrived within the estimated delivery window, please:
1. Double-check your tracking number and shipping address.
2. Contact your local post office to see if it’s being held for collection.
3. If you still can’t find it, email support@xilsfamilystore.com and we’ll help you resolve it quickly.
4. What is your return and refund policy?
Your satisfaction means everything to us!
If you’re not happy with your purchase, please review our full policy here:
👉 Refund Policy
In general:
• Returns are accepted within 14 days of delivery.
• Items must be unused, in original packaging.
• To start a return, email us at support@xilsfamilystore.com with your order number and reason for return.
5. Can I cancel or change my order?
If you need to make changes, please email us immediately at
📧 support@xilsfamilystore.com
Orders are processed quickly, so once an order is shipped, we may not be able to cancel or modify it.
6. Do you ship internationally?
Yes, we ship worldwide 🌍
Shipping rates and times vary depending on the country and customs process.
We’ll always provide tracking information once your package is on its way.
7. What if I receive a damaged or wrong item?
We’re so sorry!
Please take a clear photo of the damaged or incorrect item and email it to
📧 support@xilsfamilystore.com
Include your order number so we can send a replacement or refund right away.
8. What payment methods do you accept?
We accept all major payment methods:
• Visa, Mastercard, American Express
• PayPal
• Apple Pay, Google Pay
• Shopify Secure Checkout - Select the Shopify pay icon to view other payment methods.
All payments are processed through Shopify’s encrypted system, so your information stays safe and protected.
9. Are your prices in GBP or other currencies?
All prices on our website are shown in GBP (£).
If you’re shopping from outside the UK, your bank or card provider may automatically convert the amount to your local currency.
10. Do I need an account to place an order?
No, you can checkout as a guest.
However, creating an account helps you:
• Track orders easily
• Save your shipping details
• View your order history
11. Can I change my shipping address after ordering?
If your order hasn’t shipped yet, contact us immediately at
📧 support@xilsfamilystore.com
We’ll do our best to update your address before it’s dispatched.
12. What if my package is lost in transit?
We’ll investigate and work with the shipping provider to resolve the issue.
If it’s confirmed lost, we’ll offer a replacement or refund according to our policy.
13. Are the products genuine and safe to use?
Yes, all products at Xil’s Family Store come from trusted suppliers who meet quality and safety standards.
We carefully select items that are family-safe, useful, and reliable.
14. How can I contact you?
For any questions, order updates, or support:
📧 Email: support@xilsfamilystore.com
We reply within 24–48 hours (Mon–Sat).
Thank You
We appreciate your trust in Xil’s Family Store!
Our goal is to make online shopping friendly, affordable, and worry-free for every family.