Frequently Asked Questions

Welcome to our FAQ Page

1. TOFS Club+ App

Go to your mobile phone App store, search ‘TOFS Club+’, and download.

Remember you must be resident in the UK and aged 18 or over to sign-up.

 

Yes, it’s totally free! Just download the App and register to become a TOFS Club+ member and start saving.

Yes, you need to register to the TOFS Club+ App as this is totally separate to your original Club membership. Once you have done this, please dispose of your plastic card.

It is essential that you scan the TOFS Club+ App every time you shop to receive the benefits, including Club+ Savings (i.e. Exclusive Member Savings) and playing Scratch & Win.

If you scan your plastic Club card, you will only receive a physical scratch card. None of the other benefits will apply.

The TOFS Club+ App is here to give members the power to make shopping more affordable than ever.

The Power to Lower Prices – save more at The Original Factory Shop with TOFS Club+ exclusive member savings, collect badges when you shop in store and turn your badges into rewards including money off your next shop. Plus, win prizes with our in-app game exclusive to App members only.

The TOFS Club+ App puts the power in your pocket so you can see the best deals, find your nearest store, and keep track of your badges, plus you’ll be giving a helping hand to causes that are local to you and close to your heart.

Once you have downloaded and signed up to the TOFS Club+ App your card will be visible in the TOFS Club+ menu option.

Click on this to display your card and remember to scan it every time you shop to take advantage of the Exclusive Member Savings, take part in Scratch & Win, and start working towards achieving your Badges.

No, it isn’t currently available in the TOFS Club+ App. But the functionality is being looked at for future development of the App.

The TOFS Club+ App is an in-store loyalty app. It rewards members when the TOFS Club+ App card is scanned when you shop in our physical stores, online shopping is excluded from this programme.

You’ll receive a TOFS Club+ welcome message in your App notifications.

You’ll also receive a welcome email – this may take up to 7 days – to the email address provided when you signed up to the App. Please check your email inbox. If you can’t see the email, check your spam folder.

Yes, please enter your Club card number when asked. Don’t worry if the App doesn’t recognise your card number, just skip that section and complete the registration.

Everyone who signs up to the App is given a new Club card number (i.e. a TOFS Club+ App card).

Once you are signed up to the App please cut up and dispose of your plastic Club card as you no longer need it.

To help find out why, please check:

  • You’ve filled in all of the required information correctly
  • You’ve entered a valid email address which isn’t already registered to the App
  • You’ve got access to wi-fi or mobile data

If you are trying to enter your plastic Club card number and it doesn’t recognise it, please skip the ‘existing Club card’ stage.

If you are still having problems, please contact appsupport@tofs.com

 

To find out what the problem is, please check the following:

  • Is there a new version of the TOFS Club+ App available? If so, please install the latest version in your device’s app store.
  • Has your User ID been blocked due to too many attempts to sign in with an incorrect password? This may happen after a number of unsuccessful login attempts, and your account will be blocked for several minutes – you will see a message on the home screen.
  • If you have forgotten your password, you can create a one by clicking ‘forgotten password?’.
  • You have an Apple or Android device with the IOS 11 operating system and above, or the Android 6 operating system and above.

If you’ve checked all the points above and still can’t log in, please click here for further technical assistance.

The App is available on Apple and Android devices, but works best as a mobile phone app. The operating systems are iOS 11 and above, and Android OS 6 and above.

You’ll know you’re logged in successfully if you see a personalised ‘hello name’ message on your home screen, and your TOFS Club+ App card is available via the ‘TOFS Club+’ menu button at the bottom of the screen.

If any error messages appear during the sign-up process, the App will let you know what information is missing or filled out in an incorrect format. Follow the instructions provided to complete the sign-up.

You can delete your TOFS Club+ App account at any time, but please be aware that you won’t be able to benefit from the Club+ Savings (i.e. Exclusive Member Savings), you’ll lose any badges you’ve achieved, and you’ll no longer be able to play Scratch & Win via the App.

If you delete the App this will remove the information from your device. If you want to fully delete your TOFS Club+ account please email appsupport@tofs.com

Go to your devices App store, search for TOFS Club+ and click update.

If you are having technical issues with the App, please email apptechsupport@tofs.com, and we will aim to respond within 48 hours (subject to bank holidays).

If you are having non-technical issues or questions which haven’t been covered by the FAQs, please email appsupport@tofs.com and our Customer Care will endeavour to respond within 5 working days.

You can request a new password, by clicking on ‘forgotten password?’ on the App ‘Sign-In’ screen.

Please email appsupport@tofs.com to change the email address you have registered with. We’ll need to know the following:

-        TOFS Club+ App card number

-        Email address currently registered with

-        New email address

-        First and last name

-        DOB

We’ll confirm when it’s been done, however if the requested email address has already been used (e.g. by a family member), we’ll let you know as an email can only be registered on the App once.

After you’ve signed up to the App, you will remain logged in until you choose to logout.

If you’ve logged out of the App you’ll be prompted to sign in to access your account when you re-open the App.

The App should be able to show your card even when you’ve got no mobile of Wi-Fi connection. However, there may be some devices where this isn’t currently working as it should do. Our recommendation is that you take a photo / screenshot of your TOFS Club+ card (in the App) so you have it available in your photo library / gallery to scan when you shop in-store.

Club+ Savings are the Exclusive Member Savings which is a benefit of being a TOFS Club+ App member. These are specially selected prices and savings on products in-store. Only available to customers who scan their TOFS Club+ App. They aren’t available for Club members with a plastic card.

Yes, the savings will only come off your purchase when a TOFS Club+ App is scanned.

Every offer has an expiry date which will be clearly noted against each offer.

Unfortunately, once an offer has finished, it is no longer available.

Unfortunately, the Club+ Savings are only available to those who scan their TOFS Club+ App.

Club+ Savings (Exclusive Member Savings) are available to anyone who downloads and signs up to the TOFS Club+ App, so yes you can share them.

Please speak to the in-store team and they will be able to check the promotion for you and reimburse the difference if required.

My Rewards is an exclusive feature in the TOFS Club+ App. It is where any rewards, gifts or prizes you are given will be located.

It includes the reward for achieving your Badges (see section Badges for more information), as well as prizes/gifts you may win in ‘Scratch & Win’.

Open your App, scan your TOFS Club+ App as well as your reward barcode.

Scratch & Win prizes are valid for 4 weeks. Badge rewards are valid for 12 weeks. Please see the voucher for your specific expiry date.

Unfortunately, once the expiry date has passed, it can no longer be redeemed.

These rewards are just for you, but you can let your family and friends know about the TOFS Club+ App using ‘Refer a Friend’.

Club+ Badges is the loyalty reward programme within the TOFS Club+ App.

There are six badges to collect:

Shopping badges:

  • Shop three times
  • Spend £20 in one transaction
  • Spend £40 in one transaction

Department badges:

  • Shop from beauty
  • Shop from fashion
  • Shop from footwear

Plus, we may release Bonus badges from time to time – these will be communicated via the App and/or email.

Remember to scan your TOFS Club+ App every time you shop. We’ll automatically track and record your qualifying purchases. When you achieve six badges, you’ll earn your £5 badge reward. If you forget to scan you TOFS Club+ App at the checkout before making payment we won’t be able to scan it afterwards. Unfortunately, this means you might miss out on achieving a badge.

Only one of the shopping badges based on spend can be achieved in one transaction. i.e. you cannot achieve both the ‘Spend £20 in one transaction’ and ‘Spend £40 in one transaction’ if one transaction is worth £40 or more. There is otherwise no limits on the number of badges you can collect in one transaction.

You have three months to collect the ‘Shop three times’ badge. This starts:

  • on the date you first scan the TOFS Club+ App during a transaction in-store and the date falling at three month intervals thereafter; or
  • if earlier, the date on which all six types of shopping and department badges have been collected and the badge card is completed.

All other badges are kept for 12 months from the date that they are achieved.

Once all badges are achieved you will receive your £5 badge reward in your TOFS Club+ App.

You can track your progress in the Badges section of the App.

Notifications after a transaction should appear within 5 mins, however if we are experiencing technical issues, it could potentially take between 24 hours and 7 days to appear. If you haven’t received your notification after 7 days, please contact appsupport@tofs.com

When you collect all six types of shopping and department badges, you will receive a ‘£5 off’ reward. This will automatically appear in your ‘My Rewards’ section in the App.

Scratch & Win is the game you are invited to play via the App. Please see the terms and conditions for more information. https://www.tofs.com/pages/scratch-win-terms

This is where our messages to you will appear, including when you’ve achieved a Badge, earned a reward, or to play Scratch & Win, as well as letting you know that the latest Club+ Savings are now available.

Notifications after a transaction should appear within 5 mins, however if we are experiencing technical issues, it could potentially take between 24 hours and 7 days to appear. If you haven’t received your notification after 7 days, please contact appsupport@tofs.com

In order to enjoy the full app experience in app notifications must be available at all times. Should you wish to opt out of in phone notifications this can be done on the edit profile page of the app.

There are three ways to find ‘refer a friend’.

  1. Go to the Home page and scroll down and click on ‘Refer a Friend’ in the ‘Earn rewards’ section.
  2. Click on the More menu option, and then select ‘Refer a Friend’.
  3. Click on the More menu option, go into your Profile, and scroll down to ‘Refer a Friend’.

Yes, the game is called Scratch & Win. Please refer to the terms and conditions for more information https://www.tofs.com/pages/scratch-win-terms.

Visit the ‘Store Locator’ in the ‘More’ section of the App. You can search by current location or find a store in a specific town.

You can scan your TOFS Club+ App in all TOFS stores excluding those where TOFS is a concession in another retailer, or online at tofs.com.

You can redeem your TOFS Club+ App rewards and Scratch & Win prizes in all TOFS stores excluding those where TOFS is a concession in another retailer, or online at tofs.com.

The TOFS Club+ App Savings are available in all TOFS stores excluding those where TOFS is a concession in another retailer, or online at tofs.com.

If you scan your TOFS Club+ App card between 1-18 December 2022, and spend £50 or more in one transaction, you’ll receive a special £50 Christmas Badge entitling you to a ‘£5 off when you spend £20 or more’ reward to spend in-store between 9-31 January 2023. This reward will automatically appear in the My Rewards section of your TOFS Club+ App, ready to use during the redemption dates in January.

If you achieve the special £50 Christmas Badge, it will stay on your App until 18 December and will automatically disappear on 19 December 2022.

The special £50 Christmas Badge is separate to the main TOFS Club+ App badges which will continue to work as per their instructions – please see the TOFS Club+ ts&cs or relevant FAQs.

The badge / reward should appear within 5 mins, however if we are experiencing technical issues, it could potentially take between 24 hours and 7 days to appear. If you haven’t received your notification after 7 days, please contact appsupport@tofs.com

2. The Club

For TOFS Club (plastic Club card), please provide us with your old and new details along with your membership number and we will change this for you.

On the TOFS Club+ App, you can update your details in the Edit Profile section of the App.

You can sign-up to emails on the website to stay up to date with the latest offers and products in stores.

Join our TOFS Club+ App for free by downloading it from the Apple App or Google Play Store. Please see the FAQs about the App for more information.

3. Ordering

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

Delivery costs start from £4.99, up to £9.99 for larger items. However special delivery charges may apply for delivery to the Channel Isles or Scottish Isles, Northern Ireland and Scottish borders.

Delivery will be within 5 - 10 working days from the date you receive your order confirmation email. Please note, some postcodes may have an extended delivery time, and orders containing multiple items may arrive across multiple deliveries, and on different days.

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.   

Your delivery charge will be refunded in some circumstances, for example if your entire order was faulty or incorrect, or if your order has been cancelled under the Consumer Contracts Regulations (see 7.3 in Conditions of Sale).

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  

Clearpay is a payment service that lends customers a fixed amount of credit to make purchases instantly and then pay for them in 4 automatic instalments, made every 2 weeks, without any interest (late fees apply).

The service is provided by Clearpay Finance Ltd.

Just shop on www.tofs.com and check out as normal. At checkout, choose the Clearpay payment method. You will be directed to the Clearpay website to register and provide payment details (Visa, Mastercard or Amex).

If you’ve used Clearpay before, just log in to your Clearpay account.

Then complete your order!

For Reserve & Collect orders payment is made in-store.

Take a look at the Clearpay Shop Directory to check out our amazing partners where you can use Clearpay.

Clearpay is only available to permanent UK residents aged 18+ (excluding Channel Islands) with a UK billing address. 

Customers with international billing addresses will not be able to use Clearpay or create a Clearpay account.

Other eligibility criteria apply. See Clearpay Terms of Service here for further details.

Clearpay will split the total value of your order into 4 instalments payable every fortnight. The exact amounts and dates will be displayed for you to agree to before you confirm your purchase.

If you would like to make additional unscheduled payments before they are due, you may log into your Clearpay account to make your payments early. Clearpay will then adjust the amount owed accordingly.

You can log in to your Clearpay account anytime to view your payment schedule or make a payment before the next due date.

If you cannot make a payment, please contact Clearpay here .

As soon as you miss a payment, Clearpay will immediately stop you from making any further purchases with Clearpay.

Clearpay will give you until 11pm on the following day to make your repayment and then you will incur a late fee if you are still not able to make the payment by then. This will be an initial £6 and a further fee of £6 if the missed payment is not made within 7 days. If your order is less than £24, the total late fee will be £6. If your order is £24 or over, total late fees will not exceed 25% of the total order or £36, whichever is less.

Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in future. We encourage you to use Clearpay responsibly. Please see Clearpay Terms of Service here for further details.

Clearpay orders are delivered within our standard delivery timeframes like any order from www.tofs.com

Yes, your order value including shipping must be between www.tofs.com Minimum Order and £1000 to use Clearpay. Your maximum order value may be lower depending on factors such as being a new customer or your payment history.

Yes, you may also use a gift card or promotional code with Clearpay to pay for your purchase.

Items purchased with Clearpay follow our standard return process.

Please note, refunds for Clearpay purchases will be refunded from The Original Factory Shop to Clearpay. We cannot provide an exchange or cash refund.

When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with. Please note that until the merchant has confirmed receipt of any return goods, you will be liable to continue to make your payments to Clearpay.

You can view the details by logging in to your Clearpay account.

Visit the Clearpay website h​ere ​for a comprehensive list of FAQs, Clearpay Terms of Service ​here, and Privacy Policy h​ere​.  

4. Returns

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 purchase an item in-store and change your mind, you have 14 days to get a refund or up to 28 days to exchange the item. A valid receipt / proof of purchase is required, and the item must be in a saleable condition. Refunds are available up to a maximum of 28 days after purchase if you are returning an item because of an error on our part or because it is defective. Please see our returns policy for further information.

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 48 hours once they have been brought into store.

5. Reserve & Collect

If you reserve and item(s) which has a limited time offer price (promotional price, e.g. Flash Deals), the item(s) must be collected within the offer period to qualify for the offer price, or within 24 hours of receiving confirmation that the order is ready (i.e. the time/date that the email was sent). If collected outside of this, the offer price will not be valid.

If you reserve an item(s) which has a limited time offer price (promotional price), the item(s) must be collected within the offer period to qualify for the offer price. If collected outside of the specific offer period, the offer price will not be valid.

All Reserve and Collect orders must be collected within 24 hours of receiving confirmation by email that the order is ready; this is based on the time/date that the email was sent.

6. Other

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.

7. Balloon Ordering

Yes, you can order a range of Christmas related balloons via our Reserve and Collect service. Just click on the balloon you’d like and click ‘add to basket’.

To complete the order, click ‘View basket’ followed by ‘Reserve and Collect’, and follow the instructions.

You will receive a phone call from your selected store to arrange a collection date/time and take payment.

Please wait at least 24 hours before getting in touch with the store.

You will be sent a payment email from your selected store once you’ve agreed your collection date/time (over the phone).

Click on the link within 1 hour of receiving the email and follow the instructions to pay.

Please check your junk/spam email box to make sure the email isn’t there. If it’s not there, contact the store.

Don’t worry, just call the store at least 24 hours before the agreed date/time to rearrange. If it’s less than 24 hours before the pre-agreed collection, we won’t be able to provide a refund as the order will already have been created ready for collection. However please call the store as soon as you can to re-arrange collection.