FAMILY WORLD STORE
FREQUENTLY ASKED QUESTIONS
Introduction
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1. Managing your account
How do I login to Online Shop?
In order to login, you have to supply your username and password into the login boxes
How do I login to Online Shop?
If your personal details have changed, you can update your details anytime by logging into your account and changing the details under ‘My Accounts’. Ensure you that correct information is entered.
2. Shopping
Step 1
Browse via the product categories that you can find at the top of the page or in Categories and refine your search with the options you can find on the left hand menu. For more information on any product, simply click on the image to take a closer look. On each product page you will find Product Description, Product Price, Delivery / Pickup details etc.
Step 2
If you decide to purchase a Product, add the item to your shopping cart by clicking the ‘ADD TO CART’ button. Once you have made your selections, navigate to the ‘Shopping Cart’ and either click on that link or the ‘EDIT CART’ button to be directed to the ‘Manage your Shopping Cart’ page.
Step 3
Please ensure that you have the correct item and item quantities.
Step 4
Once at the Order Confirmation page, enter your Delivery Address and Billing Address (optional if you are picking up in person), Delivery Notes (optional) and then click on ‘CONFIRM ORDER’ to make your payment:
On clicking ‘CONFIRM ORDER’ you will be directed to a secure Commonwealth Bank online payment gateway page.
Step 5
Select the applicable card type by clicking on the card logo and then enter your credit card details. Once these details are entered, click ‘pay’ to begin processing your payment request. It is important that you wait until the payment attempt is completed and you have been redirected back to the Online Shop page. Failure to do this (by closing the browser window, clicking the ‘Back’ button, or similar) will mean that your order status is not updated which will cause delays in the pickup and/or delivery of your successful purchases.
When your payment is successful, an Order Payment Confirmation Email alongside a special code will be sent to your email address.
If you don’t receive any Order Payment Confirmation Email at all, check your ‘Spam Folder’ to make sure it is not accidently delivered there.
3. Delivery or collection of products
Must I appear personally to pick up my order?
If the delivery method selected in drop down list is ‘Pick up in person’, collection must be made in person at the specified pick-up location, within business hours and the special code will be requested to confirm true representation.
What does ‘Delivery Cost’ mean in the Order Confirmation page?
If the delivery method selected in drop down list is ‘Delivery Cost’, your order will be shipped to the nominated Delivery Address. Please ensure the address details are correct.
4. Troubleshooting when shopping
Why can’t I add items to my Shopping Cart?
If you are having trouble adding items to your shopping cart, your web browser may have
“Cookies” disabled. Modify your cookie settings in your web browser to enable online orders or click ‘CONTINUE’ to enable.
How will I know whether my order has gone through?
The result of your payment attempt will be displayed on-screen. An email will also be sent to your nominated email address, detailing the status of your payment and order details.
Navigate to ‘My Account’ if you wish to view order status as shown below:
Can I change or cancel my order?
Changes or cancellations to your order can be made by contacting the Store Owner of the Product(s) in question. For these details, refer to the Contact or Email information that is included against each Product on your confirmation order email. If the order has already been prepared, we will not be able to make any changes.
How do I remove item(s) from my Shopping Cart?
- To remove or delete an item from your Shopping Cart, navigate to the ‘Shopping Cart’ link in the top right hand corner
- Click on either this link or the ‘EDIT CART’ button.
- The ‘Manage your Shopping Cart’ page is displayed.
- To remove an Item click on the ‘Delete Item’ button for that order line and it will be removed from your Shopping Cart:
How do I manage Quantity in my Shopping Cart?
5. Payments
How do I pay for my order?
We currently accept credit or debit card – VISA, MasterCard, crypto currencies, such as Bitcoin, cash for in-person purchase, are available.
Please ensure that your card is registered to allow online purchasing. If the transaction is being declined, contact your card issuer/financial institution to determine whether your account has been configured accordingly.
If you don’t have a credit card, remember that any Debit Card or ATM Card with the VISA or MasterCard logo is also valid.
Can I make payment, if my card limit has exceeded?
As payment must be in full at time of order, you will be unable to make a successful payment if the value of the order exceeds the daily or total drawdown limit(s) that have been applied by your card issuer.
I have accidently chosen an incorrect Card; can I go back to previous page?
When you click on ‘CONFIRM ORDER’, you will be directed to our platform to select a card type (currently accepted by us). If you have accidently chosen the incorrect card type, DO NOT USE THE BROWSER BACK BUTTON, RATHER CLOSE THE BROWSER WINDOW then re-launch Online Shop again.
What should I do if my payment is declined?
You should contact your card issuer.
I don’t know if my details are secure with Family World Stores?
Yes. At family world Store, we take your privacy seriously (for more information please, refer to our Privacy Policy). We store any information you provide securely and use high level SSL encryption technology which is the most advanced security software currently available for online transactions. It works by encrypting your details on our website, preventing the information from being hijacked or intercepted by an unauthorized person.
We do not store or capture your personal credit card information.
6. Refunds & replacements of faulty products
Can I exchange my faulty product?
If you have received a faulty product, you are entitled to a replacement and should contact us for further information.
Can I exchange my faulty product?
Each product or service has its own terms and conditions around refund eligibility. However, as a consumer, you have certain rights under Consumer Law if there is a problem with the goods or service provided to you. Requests for refunds should be directed to us for proper action.
Do you have any other question, please contact us at:
Email: info@familywordstore.com
