Help and FAQ's

Here is a collection of our most frequently asked questions. If we have not answered your question below please contact our customer services team who will be more than happy to help.
Call 0344 8116 155* between Monday to Friday 9.00am – 8.00pm, Saturday 9.00am – 5.30pm and Sunday 10.30am – 4.30pm.

How do I hear about your latest offers?

We have amazing new offers every week, and fantastic free prize draws each month for all our tofsclub members.
Sign up now to our free tofsclub to access these incredible offers.

How do I contact you?

For any order queries please email customer services team via our Contact Us Page
You can also call us on 0344 8116 155* between Monday to Friday 9.00am – 8.00pm, Saturday 9.00am – 5.30pm and Sunday 10.30am – 4.30pm
You can also write to us at: The Original Factory Shop, Orient Business Park, Burnley, Lancashire, BB11 5UB

Where can I find my nearest store?

We have over 215 stores nationwide, click here to view our Store Locator to find your local store.

Do you have any job vacancies?

There has never been a better time to join The Original Factory Shop. We are a growing national retail brand with over 215 stores across the UK and more than 20 new stores opening each year.
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 tofs.

Can I order online and collect in store?

Sorry, at the moment we do not offer this service. This is a service we are looking to provide in the near future. You can keep up to date with all the latest updates and news by subscribing to our email newsletter here.

Do you deliver to my area?

We deliver to England, Scotland, Wales, Northern Ireland, the Isle of Man and Isles of Scilly. However, in certain circumstances not all products selected can be delivered to your delivery address and this will be stated in your shopping basket before payment. Unfortunately, we currently do not deliver to the Channel Islands.

Can I pay online using The Original Factory Shop vouchers?

Sorry, at the moment we don’t accept vouchers online. This is a service we are looking to provide in the near future. However, you can spend them in any one of our stores nationwide.

What types of payment do you accept online?

We accept payment by Visa, Mastercard and PayPal.

I am having technical problems ordering online, who can help me?

Sorry to hear you are having problems ordering on our website. Our customer services team will be more than happy to take your order for you. Just call 0344 8116 155* between Monday to Friday 9am – 8pm, Saturday 9am – 5.30pm and Sunday 10.30am – 4.30pm.

Can I cancel my order or part of my order?

Unfortunately, once your order has been placed it is highly unlikely your order can be cancelled because all of our orders are processed the same day. Please call our customer service team immediately if you wish to cancel your order to find out what the status of your order is and if it can be cancelled.

Just call 0344 8116 155* between Monday to Friday 9am – 8pm, Saturday 9am – 5.30pm and Sunday 10.30am – 4.30pm.

Can I change my order?

Unfortunately, once your order has been placed it is highly unlikely your order can be changed because all of our orders are processed the same day. Please call our customer service team immediately if you wish to change your order to find out what the status of your order is and if it can be changed.

Just call 0344 8116 155* between Monday to Friday 9am – 8pm, Saturday 9am – 5.30pm and Sunday 10.30am – 4.30pm.

What do I do if I've not received all of my order?

Depending on the products you have ordered they may be delivered to you separately. To get an update on the status of your order please contact our customer services team on 0344 8116 155* between Monday to Friday 9am – 8pm, Saturday 9am – 5.30pm and Sunday 10.30am – 4.30pm.

How do I return my product?

For details on how to return your product to us, click here to view our Delivery and Returns Policy.

Can I return a product to the store?

Yes, simply take your delivery slip and the product you wish to return or exchange to your local The Original Factory Shop and inform the sales assistant that you purchased the item online. You can find your nearest store by clicking here to view our store locator.

How long does it take to get a refund?

The original card used to purchase the goods will be refunded 3-5 working days of us receiving the goods back into our warehouse. It may take a little longer to reach your account depending on how quickly your credit/debit card company process the refund.

* 0344 8116 155 – Calls to this number will be charged at the standard UK landline rate, subject to your provider. Calls from mobile telephones will cost significantly more, please check with your provider.