How to raise a complaint

Email support@family-store.online or call +92-320-5515761, with your order number if it relates to an order. Every complaint is handled personally — there is no automated ticketing system to get lost in.

What happens next

We respond to every complaint within 5 business days. If it concerns an order — a delivery problem, a faulty item, or a billing question — see our Return & Refund Policy and Shipping Policy for how those are resolved.

Record-keeping

We keep a record of administrative actions taken on your account or orders, including who took the action and when, so a complaint can always be traced back to what actually happened.