Welcome to the MyFaktory Help Centre. Here you can find useful information about your customer account, payments, furniture delivery, order tracking, cancellations, returns and refunds.
For information about a particular order, please sign in to your MyFaktory customer account or contact our Customer Service team.
You can create a MyFaktory customer account by selecting the registration option on our website and entering the requested information.
Having a customer account allows you to:
View your current and previous orders
Check available information about your order status
Access tracking details where available
Update your personal information
Submit a return request
Manage your newsletter preferences
Sign in to your customer account and go to the personal information section. From there, you can update the available account details, including your email address and password.
If you need to change the delivery address for an existing order, please contact Customer Service as soon as possible. We cannot guarantee that an address can be changed once the order has been prepared or dispatched.
Select the “Forgotten password” option on the sign-in page and follow the instructions provided. You will receive an email allowing you to reset your password.
If you do not receive the email, please check your spam or junk folder.
You can subscribe to the MyF newsletter by entering your email address in the newsletter subscription form available on our website.
Every marketing email includes an unsubscribe option. You can use this link at any time if you no longer wish to receive our newsletters.
The payment methods available for your order are displayed during checkout. Available options may vary depending on the delivery destination, order value or other transaction details.
Please select your preferred payment method before confirming your purchase.
We use appropriate technical and security measures to protect the payment and personal information transmitted through our website.
Depending on the payment method selected, your bank or or payment provider may require additional identity verification before authorising the transaction.
The time at which your payment is authorised or charged depends on the payment method selected and the procedures applied by by your bank or payment provider.
Your order will only be considered confirmed once the required payment authorisation has been successfully completed.
If your payment is declined, please verify that:
Your payment details have been entered correctly
Your card has not expired
Sufficient funds are available
Your bank has not blocked the transaction
Any required security verification has been completed
If the problem continues, please contact your bank or payment provider. You may also return to checkout and select another available payment method.
MyFaktory delivers furniture, lighting and home décor products productsments to the destinations available during checkout.
Delivery availability may vary for islands, overseas territories, remote areas and locations with restricted access. We are unable to deliver to PO boxes or collection points that cannot receive large or bulky furniture.
Enter your complete delivery address during checkout to confirm whether delivery is available to your destination destination.
Shipping is charged at a fixed rate based on the delivery country and the total value of your basket.
The applicable delivery charge is calculated and displayed in your basket or during checkout before you confirm and pay for your order.
Any optional or additional delivery service requested by the customer, where available, may be subject to an additional charge.
The estimated delivery time is displayed on the relevant product page and/or during checkout.
Delivery times may vary according to product availability, destination, carrier availability and whether an item is made to order, available for pre-order or temporarily unavailable.
Unless a specific delivery date has been expressly agreed, the timeframe shown is an estimate rather than a guaranteed delivery appointment.
If a significant delay occurs after your order has been placed, we will contact you using the details provided with your order.
Unless expressly agreed otherwise in writing, MyFaktory provides standard kerbside delivery.
This means that the carrier will deliver the order to the nearest safe and accessible point at street level outside the delivery address.
Standard delivery does not include:
Carrying products inside the property
Delivery to an upper floor or a particular room
Unpacking the products
Removing the packaging
Assembly, installation or positioning
Removal of old furniture
Furniture can be large and heavy. Please arrange sufficient help to move the products from the delivery point into your property.
Before ordering, check the dimensions of the product and its packaging to ensure that it will fit through doors, lifts, stairways, corridors and other access points.
Please contact Customer Service as soon as possible if you need to change your delivery address.
We cannot guarantee that an address can be modified after the order has been prepared or dispatched. A change of destination may also affect the delivery charge or estimated delivery time.
An adult must be available to receive the order at the delivery address.
If delivery cannot be completed because nobody is present, the address is incorrect or the property is inaccessible, the carrier may arrange another delivery attempt or return the order to the sender. An additional delivery charge may apply.
Please follow any instructions provided by the carrier and contact Customer Service if you require assistance.
Before accepting the delivery, inspect the number and external condition of the packages.
If you notice crushed, torn, wet or visibly damaged packaging, or if any package appears to be missing:
Record the issue clearly on the carrier’s delivery document before signing
Take photographs of the affected packages
Keep all packaging and shipping labels
Contact Customer Service promptly
Signing for the delivery without mentioning visible damage may make a transport investigation more difficult. However, this does not affect any mandatory consumer rights available under applicable law.
Where tracking is available, tracking information will be provided after dispatch.
You can also view the available information concerning your order through your MyFaktory customer account. Sign in and go to the “My Orders” section to check its current status.
Please note that tracking information may take some time to appear after the shipment has been handed over to the carrier.
An order containing several products may be divided into multiple packages or separate shipments.
Products with different availability dates may also be dispatched separately. In these cases, you may receive more than one tracking number, and the packages may arrive on different dates.
Depending on the product and fulfilment process, your account may display statuses such as:
In preparation: Your order is being processed
In production: The product is being manufactured or prepared by the supplier
On its way to our warehouse: The product is being transferred to our logistics facilities
In warehouse: The product has arrived and is being prepared for dispatch
Dispatched: The shipment has been handed over to the carrier
The wording and availability of status information may vary depending on the order.
Please contact our Customer Service team promptly at [email protected], providing:
Your order number
The name or reference of the affected product
A clear description of the problem
Photographs or videos showing the product and the damage
Photographs of the outer and inner packaging
Photographs of the shipping labels
A copy or photograph of the delivery document, where relevant
To help us submit a transport claim promptly, we ask that visible delivery damage be reported within 24 hours wherever possible. This notification request does not limit any statutory rights that cannot legally be excluded or reduced.
Keep the product and all original packaging until we confirm the next steps. Unless instructed otherwise, do not assemble, use, modify or dispose of a damaged product.
We will review the matter and provide the appropriate remedy in accordance with applicable consumer law.
First, check your order confirmation and the information displayed in the “My Orders” section of your customer account.
Some orders are delivered in several packages or separate shipments. Where tracking is available, check whether another package is still in transit.
If a product, package, component or assembly part is missing, contact Customer Service and provide:
Your order number
Details of the missing product or component
Photographs of the products and packages received
Photographs of all shipping labels
We will investigate the matter and explain the available solution.
Please contact Customer Service promptly and provide your order number, photographs of the product received and photographs of its packaging and shipping labels.
Do not assemble or use the product unless Customer Service confirms that you may do so. After reviewing the case, we will provide the appropriate remedy in accordance with applicable consumer law.
If you wish to cancel an order before dispatch, please contact Customer Service as soon as possible.
Where a statutory right of withdrawal applies, a clear cancellation request made before delivery will be treated as an exercise of that right.
If no statutory withdrawal right applies, we will check whether the order can still be stopped. Cancellation rights may be limited for products manufactured according to your individual specifications or clearly personalised, where permitted by applicable law.
If the order has already been handed over to the carrier, it may no longer be possible to stop the shipment. Customer Service will explain the applicable return procedure.
Refusing delivery does not replace the requirement to notify MyFaktory clearly that you wish to cancel or withdraw from your purchase.
Where you have a statutory right of withdrawal under applicable consumer law, you may withdraw from your purchase within 14 calendar days from receipt of the goods, without having to provide a reason.
If products from the same order are delivered separately, the withdrawal period will generally begin when you, or a person designated by you other than the carrier, receives the final product covered by the order.
Certain exceptions may apply, including to products manufactured according to your individual specifications or clearly personalised, where permitted by applicable law.
A product is not automatically excluded from the right of withdrawal simply because it is described as “made to order”. The exception only applies when the product meets the relevant legal requirements.
Please see our Cancellation and Return Policy for full details.
You can submit a return request through your MyFaktory customer account or contact Customer Service.
Your request should include:
Your name
Your order number
The product or products you wish to return
A clear statement confirming that you wish to withdraw from the purchase or request a return
Please wait for our return instructions and the correct return address before sending any products.
After notifying us of your decision to withdraw, you must send the goods back within 14 calendar days, unless MyFaktory has agreed to collect them.
Returned products should be:
Complete and accompanied by all components
Returned with their accessories, assembly parts and documentation
Properly protected for transport
Returned in their original packaging where reasonably possible
The absence of the original packaging does not automatically remove a statutory right of withdrawal. However, you must use suitable protective packaging to prevent damage during transport.
Where permitted by applicable law, you may be responsible for any diminished value resulting from handling beyond what was necessary to establish the product’s nature, characteristics and functioning.
When exercising a statutory right of withdrawal, the customer may be responsible for the direct cost of returning the goods, provided this was clearly communicated before purchase and is permitted by applicable law.
Because furniture and other bulky products cannot always be returned using standard postal services, return shipping costs may depend on the product’s dimensions, weight, collection address and destination.
Where available, MyFaktory may offer to arrange collection through one of its transport partners. The exact collection cost will be communicated before the service is confirmed.
MyFaktory will bear the appropriate return or collection costs when a product is defective, damaged on delivery, incorrect or otherwise does not conform to the order, where required by applicable law.
Eligible refunds are processed within the period required by applicable consumer law and returned using the original payment method, unless another method has been expressly agreed.
Where a statutory right of withdrawal applies, eligible payments for the returned products will be reimbursed, including the cost of the least expensive standard delivery option offered for the original order.
Additional delivery costs resulting from the customer selecting a premium or more expensive delivery method are not refundable beyond the cost of standard delivery, where permitted by law.
Where permitted by law, reimbursement may be withheld until:
The returned goods have been received; or
You provide sufficient evidence that the goods have been sent back,
whichever occurs first.
Returned products may be inspected to verify their condition, completeness and conformity with the return request.
Any legally permitted deduction will be based on an agreed return or collection cost payable by the customer or a proven loss in value caused by unnecessary or excessive handling. MyFaktory does not apply arbitrary percentage deductions or automatic cancellation penalties.
For more information, please see our Cancellation and Return Policy.
If you wish to replace a product because you prefer a different colour, model or size, please contact Customer Service.
Unless the product is defective or incorrect, an exchange may be processed as a return followed by a new order. Any return costs payable by the customer will be communicated before the exchange is arranged.
For questions about your customer account, payment, delivery, order tracking, cancellation, return, damaged product or refund, please contact MyFaktory Customer Service at:
Please include your order number in all communications relating to an existing purchase so that we can assist you more efficiently.
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Jasper Group Corporation Limited, 14 Science Museum Road, 917A, Blk A/9F, New Mandarin Plaza, Tsim Sha Tsui, Hong Kong, Hong Kong, 000000, Company Registration Number 76669577
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