Frequently Asked Questions

Welcome to our FAQ Page

Due to the great prices we offer and high demand for our products, we are unable to check product availability from the Support Centre. You can check this by contacting your local store. To find your nearest store, click here

Our standard delivery cost is £4.99, however special delivery charges may apply for delivery to the Channel Isles or Scottish Isles, Northern Ireland and Scottish borders.   

All items will be delivered within 5 working days from the date you receive a confirmation email.  

If you need to return a product and paid by credit/debit card, then a copy of your bank statement will qualify as a proof of purchase.

Click here to view our Returns and Refund Policy. 

Please return your product back to store within 28 days of purchase, as long as you have the receipt and the tags attached, the store will be able to offer you an exchange.

Click here to read our Returns and Refund Policy. 

If you are not completely satisfied with your purchase as stated in our Returns Policy you can return the product for a full refund if the product is returned with 28 days, in a saleable condition with the original receipt.

Refunds can take up to 5 working days to be processed through the bank. Please note that this is out of the control of The Original Factory Shop and is handled by the banks them self. Please contact your bank direct to find out the status of your refund.

Please return this to your local store with a proof a purchase and they will be able to deal with this.

Click here to view our Returns and Refund Policy. 

Yes – please visit our Returns and Refund Policy for the full list of items.

All product returns are quarantined for 72 hours once they have been brought into store.

We have amazing new offers and products launching in our stores every week, as well as fantastic free prize draws each month for all our Club members.

You can sign up to the email newsletter online to keep up to date with the latest offers.

Visit us in store to sign-up to our free Club where you will have the chance to win £250 every month.

Please click here to go to our Store Finder section where you will need to enter your postcode and find all the details about your local store.

There has never been a better time to join The Original Factory Shop. We are a growing national retail brand with hundreds of stores across the UK.

To support this growth we need talented and motivated individuals to join our business, and in return we offer a competitive salary with great benefits.

Click here to start your career with The Original Factory Shop. 

We offer a 12 month guarantee on our Electrical products. If your product does become faulty within 12 months of purchase, please return it your local store with your receipt for a refund or replacement.

If you can’t find the answer on the Frequently Asked Questions section, please contact the Customer Care team via our Contact Us Page.

Please provide us with your old and new details along with your membership number and we will change this for you.

You can sign-up online to receive our emails and stay up to date with the latest offers and products in stores, however you need to visit one of our stores to sign up to the Club.

You have a 14-day 'cooling-off period' when buying something you haven't seen in person - unless it's bespoke or made to measure. Your cooling-off period starts the day after you receive your order, and there doesn't need to be anything wrong with the item for you to get a refund. If you do request a return during this time, as long as any items are unused and fit for resale, you are entitled to a full refund including delivery.   

You have 30 days from receiving a product (the day it was delivered) to claim a refund if it is faulty, after this you will be offered a replacement or gift card. You can also claim for a replacement of a faulty item within six months of purchase.   

If you receive a faulty item and report it within 30 days, you can have that item replaced free of charge through logging into your orders on the website. If you report the faulty item in store you will be offered a gift card, goods to the same value or a full refund including delivery charge. If however you change your mind about keeping an item after the cooling off period, you will not be entitled to the delivery charge refunded.   

We do not accept returns on opened bedding, opened mattresses, opened mattress toppers, opened duvets, opened pillows, opened cosmetics, opened fragrances, earrings, piercing jewellery, swimwear, underwear, perishable products or CDs, DVDs, electrical items that have been used or computer software that has been opened, unless faulty, damaged, not as described or unfit for intended purpose.   

You can return an item without an invoice but we do require proof of purchase - such as a bank statement or confirmation email.   

You will receive your money back within 14 days of the product being posted.   

If you are unhappy with our online service please contact our Customer Care team at customercare@tofs.com