Family World Store

FREE SHIPPING FOR Orders Over $100 GET 20% OFF YOUR FIRST ORDER Use Code fws20 at Checkout EXPRESS WORLDWIDE DELIVERY Receive Your ORDER Within 1-7 Days AFTERPAY available at checkout BUY NOW PAY LATER
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FAQ's

1. How do I place an order on FWS?

To place an order on Family world Store (FWS):

  1. Enter the name of the item you’d like to buy in the search bar. You can also browse for products by selecting the category on the left side of your screen
  2. Click on a product to learn more about it or add to your cart
  3. Click add to cart and proceed to the checkout page
  4. Register or login into your existing account by entering your email and password
  5. Enter your shipping/billing information ensuring your address is complete and accurate
  6. Select a Delivery Method
  7. Choose your preferred Payment Method
  8. Click on Confirm Order to complete your order.
  9. For additional support contact us at (517 755 6041).

2. Am having trouble adding products to my cart. What do I do?

If you are having trouble adding products to your cart, please make sure that you have made all relevant size and color selections. If you still have problems this may mean that the item you are trying to buy is sold out. For additional support contact us at (517 755 6041).

3. How do I track my order?

To track the status of your order:

  1. Log into your FWS account
  2. Select ‘Account’ in the upper right hand menu
  3. Select ‘Orders’
  4. Find the item you would like to track and click ‘see details’
  5. Select the “track item” to display delivery details
  6. You also receive delivery updates via email Account mailbox to make it easy to know when your order will be delivered.

4. Can I collect my order at a pick-up station?

In addition to home delivery, you can also choose to pick up your order at one of many FWS Pick up Stations.

5. How much are delivery fees?

Delivery fees are the costs incurred by FWS and our logistics partners to deliver to your selected address. Delivery fees vary based on your geographic location delivery method shipment method and the size or category of the product you ordered. You can review delivery fees before placing your order on the product page as well as during checkout

6. My order is delayed what should I do?

We aim to avoid delays however due to unforeseen circumstances such as severe weather or custom restrictions etc. packages can face delays. If your delivery is more than 24 hours late please contact us . We will also send you an update via email as soon as it’s available for delivery.

7. I prefer to pay for my order on delivery; do I need to provide exact change?

Our delivery associates are required to have enough change should you require it. However, to avoid any inconvenience we would recommend you have the exact amount as stated in the order confirmation email

8. Is the delivery associate supposed to ask me for my location?

Our delivery associate has clear visibility on your delivery address as inputted at time of order placement. Therefore, they should not request any additional information including your location. However, should the address be incomplete or incorrect they may get in touch with you to confirm the address and avoid delivery failure

9. I am unhappy with the service from the delivery associate. How can I share my feedback?

We take customer satisfaction seriously. If you’re unhappy with the service provided by our delivery agent, please contact us (517 755 6041) to report the incident so we can take the necessary corrective actions

10. I missed my delivery. What happens now?

Not to worry we will reschedule your order the next business day. We will make a total of 2 attempts to deliver the package before canceling your order. You will be notified before we make the second attempt so we request that you remain available to avoid order cancellation

11. I ordered multiple products and only received one/a few. Why didn’t I receive my entire order at once?

Items from different vendors are shipped separately to ensure that there is no delay in fulfilling your order. You will receive all your items within the delivery period mentioned on the product pages of each of these items. You can check the status of your order (517 755 6041) anytime or by following these simple steps:

  1. Log into your FWS account
  2. Select ‘Account’ in the upper right/left hand menu
  3. Select ‘Orders’
  4. Find the item you would like to track and click ‘See details’
  5. Select the “track item” to display delivery details
  6. You also receive delivery updates via email Account mailbox to make it easy to know when your order will be delivered.

We will also send regular updates via email My Account Inbox or App push notifications

12. Can I change my delivery information (address/phone) after placing my order?

Once an order has been placed you can no longer change the delivery details. We recommend you verify your delivery information on the checkout page prior to submitting your order

13. Can I open my package before making a payment or reject/return my item to the delivery associate at the time of delivery?

Payment has to be made before packages may be opened. Not to worry though when you shop on FWS you can always return an item as long as you meet the return eligibility criteria. More information contacts (517 755 6041)

14. I found the package open and the seal broken on delivery. What should I do?

You must refuse to accept the delivery of an open package as we can’t guarantee the conformity of the product received and we will not accept returns of unsealed products should you change your mind

15. Can I ask to change the delivery of my package from ‘door delivery' to collection at a FWS Pick up Station?

Once an order has been placed the delivery method cannot be changed. We recommend you verify the delivery details including timelines and shipping fees on the checkout page prior to placing your order

16. How long does delivery usually take?

Delivery timelines vary by area.

17. Are all products on FWS original and genuine?

We are committed to offering our customers only 100% genuine and original products. Any seller found to be selling non-genuine products is penalized and/or delisted from FWS

18. Are all products on FWS new and unused?

FWS normally offers new products from our sellers. However, some of our sellers do offer refurbished items at a competitive price. It will be stated clearly on the product page if an item is a refurbished product.

19. Are prices on FWB negotiable?

Prices on FWB are not negotiable. Our teams are working constantly to get the best quality products at competitive prices. Also, you may opt to use a promotional voucher for an added discount if available and usage conditions are met. Please keep an eye on our social media updates to be informed about our campaigns and flash sales for best prices.

20. What currencies does FWS accept?

We only accept USD For additional support with order placement contact us at (517 755 6041).

21. How do I close my account?

We hate to see you leave. You can leave your account on hold and come back whenever you want. However, if you still wish to close your account, please follow the steps below:

  1. Log into your FWS account
  2. Select ‘Account’ in the upper right hand menu
  3. Select ‘Close Account’
  4. Choose the reason why you wish to delete your account and click ‘Close my account

Please note your account cannot be reinstated once you submit your request

22. How can I change the phone number on my account?

  1. Click on forget password
  2. Type in your email or phone number; and password
  3. You will first automatically receive the OTP by SMS first. If you don’t have access to your phone number request the OTP via email at the next attempts (after the 20 seconds timeout)
  4. Put the OTP in the 4 boxes.
  5. Click on Profile Details and from there choose Edit phone number and change your phone number
  6. Receive an OTP through SMS on the new phone number
  7. Enter the OTP in the box
  8. The phone number is now changed!

23. I have an issue to log in

You can log in on FWS by following the next steps:

  1. Click on Account at the right of your screen.
  2. Type in your email address or phone number. (Please make sure to compute an email address/ phone number with correct format).
  3. Type in your password. (Please make sure to compute a password with correct format).
  4. You can now log in!

24. I have an issue to register

You can create an account by following the next steps:

  1. Click on Account at the right of your screen.
  2. Add the required information: email address or phone number your desired password name birth date & gender. (Please make sure to respect correct format).
  3. As an option you have the possibility to set up a digit PIN to secure your account and submit.
  4. Your FWS account is now created!

25. I want to reset my password

You can reset your password by following these steps:

  1. After typing your email or phone number please click on Forgot your password
  2. We will send a 4-digit verification code to your email.
  3. Once you get the code by email, please insert the code on FWS platform.
  4. You will then be able to submit your password reset and use your new password

26. Is there a possibility that my return may not be accepted?

If your return request meets the eligibility conditions it will be approved. Otherwise, our Quality Check Team will have to decline your claim following a thorough inspection. For example, you may have returned the item without its original packaging or an unsealed product (such as electronics) has been returned but does not present any functionality issues following a check by our specialized team

27. Is my product under warranty?

Warranty information is displayed on each product’s listing page.

28. Do I have to pay for shipping charges when I return a product?

There are no charges for shipping a product back to FWS

29. Do I get refunded the delivery fees when returning a product?

If you are returning a FWS item and the return is not the result of FWS error or seller error (i.e. you have changed your mind or the size does not fit as expected) you will not receive any refund on delivery fees.

30. What if someone else is receiving the package on my behalf? Can they pay using this option?

Yes, the person receiving the package may scan the QR code shown by the delivery/PUS agent. Alternatively, the agent can send the link to the FWS checkout platform to the person who will pay for the order.

31. How can withdraw money on FAMILY member account?

Process of Withdraw money on FAMILY member account

 1 login in your account,

 2 click on my dashboard  

 3 click on bank account details,

 4 put your information bank account, click on withdraw money on your dashboard, put the quantity and submit

32. Why i don't see my money on my dashboard FAMILY member?

You must refuse to accept the delivery of an open package as we can’t guarantee the conformity of the product received and we will not accept returns of unsealed products should you change your mind

33. How can i register someone as a family member?

You can register people as a family through your referral link