SHIPPING POLICY

Shipping information

MyFaktory delivers furniture, lighting, home décor and other home products to the destinations available during checkout.

Available delivery methods, estimated delivery times and applicable shipping charges are displayed before the customer confirms and pays for the order. Delivery availability may vary depending on the destination and the type, dimensions or weight of the products ordered.

Delivery times

The estimated delivery time for each product is displayed on the relevant product page and/or during checkout.

Delivery times are estimates and may vary depending on:

Product availability.
Delivery destination.
Carrier availability and capacity.
The size, weight and nature of the product.
Whether the product is made to order.
Periods of high demand, public holidays or adverse weather conditions.
Customs procedures, where applicable.
Circumstances outside our reasonable control.

Where an order contains products with different estimated delivery times, the products may be dispatched together or in separate shipments, depending on availability and logistical requirements.

We aim to provide accurate and up-to-date delivery information throughout the ordering process. If a significant delay occurs after an order has been placed, we will inform the customer using the contact details provided with the order.

Shipping charges

Shipping is charged at a fixed rate based on the delivery country and the total value of the customer’s basket.

The applicable shipping charge is calculated and displayed in the basket or during checkout before the customer confirms and pays for the order.

Any optional or additional delivery service requested by the customer, where available, may be subject to an additional charge. The cost will be communicated before the service is confirmed.

Any customs duties, import taxes or other charges imposed by the destination country are not included unless expressly stated during checkout. Where applicable, these costs are the responsibility of the customer.

Order preparation and dispatch

Once an order has been prepared and handed over to the carrier, the customer will receive a dispatch confirmation by email.

Orders containing several products may be delivered in more than one package. In some cases, packages belonging to the same order may arrive separately or on different dates.

Customers are responsible for ensuring that the delivery address and contact information provided when placing the order are complete and accurate. MyFaktory cannot be held responsible for delays caused by incorrect or incomplete information supplied by the customer.

Order tracking

Where tracking is available, customers will receive the relevant tracking information after their order has been dispatched.

Customers may also access available order and delivery information through their MyFaktory account.

Tracking information may take some time to become active after the shipment has been handed over to the carrier.

Delivery conditions

Unless a different service is expressly offered and selected during checkout, delivery is made to the nearest accessible point at the delivery address, in accordance with the conditions of the appointed carrier.

Standard delivery does not include:

Carrying products inside the property.
Delivery to an upper floor.
Unpacking.
Assembly.
Removal of packaging or existing furniture.

The customer must ensure that the delivery location is accessible to the carrier and suitable for receiving the products ordered. Before placing an order for large furniture, customers should check doorways, corridors, lifts, staircases and any other access points to ensure that the product can be delivered successfully.

Additional charges resulting from restricted access, an incorrect address, an unsuccessful delivery attempt or the customer’s absence may be charged to the customer where legally permitted and when the circumstances are attributable to the customer.

Large furniture deliveries

Certain large, bulky or heavy products may require specialist delivery services or specific access conditions.

Where special delivery conditions apply, the relevant information will be displayed during the ordering process or communicated to the customer before delivery.

The carrier may contact the customer by telephone, email or text message to arrange or provide information about the delivery. The customer should therefore ensure that the contact details provided with the order remain correct and accessible.

Receiving and inspecting your order

Customers are encouraged to inspect the external condition of every package at the time of delivery whenever reasonably possible.

If the packaging is visibly damaged, opened, wet, crushed or otherwise compromised, customers should:

Record the damage clearly on the carrier’s delivery document or electronic device.
Take photographs of the packaging before opening it.
Photograph the shipping label and any visible damage.
Retain the original packaging.
Contact Customer Service as soon as reasonably possible.

If the carrier permits it and the condition of the shipment suggests that the product may be seriously damaged, the customer may refuse the affected package and should clearly state the reason for the refusal on the delivery document.

Signing a delivery document without noting visible damage may make it more difficult to establish that the damage occurred during transportation. However, these inspection recommendations do not limit any mandatory rights granted to consumers under applicable law.

Damaged, defective or incomplete deliveries

If an item arrives damaged, defective or incomplete, or appears to have been damaged during transportation, please contact Customer Service promptly and provide:

Your order number.
A clear description of the issue.
Photographs of the complete product.
Detailed photographs of the damaged or defective area.
Photographs of the external and internal packaging.
A photograph of the shipping label.
Details of any missing parts, where applicable.

Customers should retain the product and all original packaging until the claim has been reviewed and further instructions have been provided.

We will assess the information supplied and provide an appropriate remedy in accordance with the circumstances and applicable consumer law. Depending on the case, the available remedy may include replacement parts, repair, replacement of the product, a price reduction or a refund.

Delivery delays and circumstances beyond our control

MyFaktory works with independent carriers and logistics providers. Although we aim to meet the delivery estimates shown during the ordering process, delays may occasionally occur due to circumstances outside our reasonable control.

These circumstances may include transport disruption, adverse weather, strikes, customs procedures, access restrictions, carrier capacity issues or other exceptional events.

If a significant delay occurs, we will provide the customer with updated information as soon as it becomes available and will handle the matter in accordance with applicable consumer law.

Failed or refused deliveries

If delivery cannot be completed because the customer is absent, the address is incorrect or incomplete, access is unsuitable, or the customer refuses the shipment without a legally justified reason, the carrier may return the goods to the sender.

Where legally permitted, reasonable additional costs arising from a new delivery attempt, storage or return transportation may be charged to the customer when the failed delivery is attributable to them.

This provision does not affect the customer’s statutory rights when goods are damaged, defective, incorrect or otherwise not in conformity with the contract.

Customer Service

For questions concerning an order, shipment or delivery, please contact:

[email protected]

To help us respond efficiently, please include your order number in all correspondence.