SHIPPING POLICY

Last updated: August 2026

At My Faktory, we work to make the delivery of your furniture as clear and straightforward as possible. This Shipping Policy explains where we deliver, how shipping charges are calculated, what our delivery service includes, and what to do if there is a problem with your order.
1. Shipping destinations
We deliver to addresses within the European Union, the UK and Norway.
Delivery availability may vary for islands, overseas territories, remote areas, or locations with restricted access. Enter your full delivery address at checkout to confirm whether we can deliver to your destination and to view the applicable shipping charge.
We are unable to deliver to PO boxes or collection points that cannot accept large or bulky furniture.
2. Shipping charges
Shipping is charged at a fixed rate based on the destination country or delivery zone. The applicable charge will be displayed in your basket or during checkout before you complete your purchase.
The shipping charge covers standard kerbside delivery only. Any additional service requested by the customer, where available, may be subject to an extra charge.
3. Estimated delivery times
The estimated delivery time for each item is shown on its product page. Please review this information before placing your order, particularly when purchasing made-to-order, pre-order, or temporarily unavailable products. The delivery timeframe applicable to your purchase will also be confirmed during the ordering process.
Unless a specific delivery date has been expressly agreed, the stated timeframe is an estimate rather than a guaranteed appointment. If no delivery timeframe is provided or separately agreed, we will deliver within the period required by applicable consumer law.
Delivery times may be affected by product availability, order volume, carrier operations, public holidays, severe weather, or other circumstances beyond our reasonable control.
If your order contains several products, they may have different delivery estimates and may arrive together or in separate shipments. Where tracking information is available, it will be sent once the relevant shipment has left our warehouse.
We will contact you if we become aware of a significant delay affecting your order. If we do not deliver within the agreed timeframe, you may ask us to complete delivery within an additional reasonable period. If delivery is still not completed within that additional period, you may exercise any right to cancel and receive a refund available under applicable consumer law.
4. Delivery method: kerbside delivery
Our standard service is kerbside delivery. This means that the carrier will deliver the goods to the nearest safe and accessible point at street level outside the delivery address.
Unless expressly agreed otherwise in writing, delivery does not include:

• Carrying products inside the property
• Delivery to an upper floor or a particular room
• Unpacking or removal of packaging
• Assembly, installation, or positioning of furniture
• Removal of old furniture

Furniture can be large and heavy. Please arrange for sufficient help to move the goods from the delivery point into your property. Before ordering, check the dimensions of the product and its packaging and make sure that doors, lifts, stairways, corridors, and other access points are suitable.
5. Delivery arrangements
Please provide a complete and accurate delivery address, together with a telephone number and email address at which you can be reached. Depending on the carrier and destination, you may receive tracking details or be contacted to arrange or confirm delivery.
You are responsible for ensuring that the delivery location is safely accessible to the carrier. The carrier may be unable to complete the delivery if access is restricted, unsafe, or unsuitable for the delivery vehicle or the size of the goods.
An adult must be available to receive the order. If delivery cannot be completed because no one is present, the address is incorrect, or access is not possible, a further delivery charge may apply.
If you need to change the delivery address, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has been prepared or dispatched, and changing the destination may affect the shipping charge or delivery estimate.
6. Checking your order on delivery
Please inspect the number and external condition of the packages before accepting the delivery. If the packaging shows visible damage, crushing, tears, moisture, or missing parcels, note this clearly on the carrier's delivery receipt before signing and take photographs whenever possible.
A signature that does not mention visible damage may make it more difficult to investigate a transport claim. Signing for a delivery confirms receipt of the packages, but it does not affect any mandatory consumer rights you may have under applicable law.
7. Damaged, defective, or incomplete deliveries
If an item arrives damaged, or if any product, package, or component is missing, contact My Faktory through the customer service channel provided on our website within 24 hours of delivery.
To help us investigate and resolve the issue promptly, please provide:

• Your order number
• The name or reference of the affected product
• A clear description of the problem
• Photographs of the complete item and the damaged or missing area
• Photographs of the outer and inner packaging, including shipping labels
• A copy or photograph of the delivery receipt if damage was noted on it

Keep the product and all original packaging until we confirm the next steps. Do not assemble, use, modify, or dispose of a damaged item unless instructed to do so.
The 24-hour notification period helps us submit a claim to the carrier and does not limit any statutory rights that cannot legally be excluded or reduced.
8. Delays and events outside our control
We are not responsible for delays caused by events outside our reasonable control, including carrier disruption, strikes, adverse weather, natural events, transport restrictions, border or customs procedures, or incorrect delivery details supplied by the customer.
If such an event occurs, we will take reasonable steps to minimise its impact and will provide updated information where possible. Nothing in this section limits any mandatory right or remedy available to you under applicable consumer law.
9. Returns
This Shipping Policy applies to the delivery of purchases. Returns, cancellations, and refunds are governed by our separate Right Of Withdrawal And Returns and the applicable terms and conditions of sale.
10. Contact us
For questions about delivery availability, shipping charges, an existing shipment, or a delivery incident, please contact My Faktory through the customer service channel provided on our website. Include your order number whenever your enquiry relates to an existing purchase.