Refund policy

Thank you for shopping with Xil’s Family Store.

We value your satisfaction and aim to provide you with high-quality products and excellent service. Please read our Return & Refund Policy carefully before making a purchase.

1. Order Processing & Delivery 

  • All orders are processed within 1–5 business days after payment confirmation.
  • Standard delivery takes approximately 7–20 business days, depending on your location and the item ordered.
  • You’ll receive a tracking number by email once your order has been dispatched.
  • Delays may occur during peak seasons or due to courier or customs issues — we’ll always do our best to keep you informed.

 2. Returns & Exchanges

We hope you love your purchase, but if something isn’t right, we’re here to help.

You may request a return or exchange if:

  • The item arrives damaged, defective, or incorrect.
  • You are not fully satisfied with the product quality.

To request a return:

  1. Contact us at support@xilsfamilystore.com within 14 days of receiving your order.
  2. Provide your order number, a brief explanation, and clear photos if there’s an issue.
  3. Once approved, we’ll give you the return instructions.

Items must be returned:

  • In unused and original condition, with tags and packaging intact.
  • Within 14 days of your return approval.

 3. Refunds

Once your return is received and inspected, we’ll email you to confirm receipt and the status of your refund.

If approved, your refund will be processed to your original payment method within 3–7 business days.

Please note:

  • Original shipping costs are non-refundable.
  • If the item was purchased during a sale or with a discount code, refunds will reflect the sale price.
  • Depending on your bank, it may take additional days for the refund to appear in your account.

 4. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Intimate apparel, underwear, and swimwear
  • Earrings or pierced jewellery
  • Beauty or personal care products
  • Gift cards or final-sale items

 5. Return Shipping Costs

  • If your item was damaged, faulty, or incorrect, we’ll cover the return shipping or send a replacement at no extra cost.
  • If you’re returning an item for any other reason, return postage will be your responsibility.
  • Please use a tracked delivery service, as we can’t guarantee receipt of untracked returns.

 6. Exchange

We’re happy to replace items that are defective or damaged.

If you need to exchange an item for the same product or size, email support@xilsfamilystore.com and we’ll help you with the next steps.

 7. Contact Us

For any questions about your order, returns, or refunds, please contact our friendly support team:

📧 support@xilsfamilystore.com

📍 United Kingdom

🕒 Monday – Friday, 9am – 5pm (UK Time)