FAQs

We ask all customers to check the delivery note included with their delivery for errors. If a delivery note includes a product that is missing from the parcel then please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can look into it for you. Please be aware on occasions some deliveries may arrive in split shipments as some items are sourced from different warehouses.

We are sorry your delivery has not reached you yet. If part or all of your delivery is overdue please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can look into it for you.

We are sorry that this has happened but don’t worry – just give us a call on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

We are sorry that this has happened but don’t worry – just give us a call on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

Delivery times vary depending on the products you order and details of the delivery lead times are shown on the product information pages. Please be aware some deliveries may arrive in split shipments as some items are sourced from different warehouses.

Our standard courier service can only deliver furniture and bulky items to a ground floor location, however we would be happy to organise any special requirements for you. Please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page to make the necessary arrangements.

We offer deliveries to all UK mainland addresses as well as an extended delivery service to UK offshore addresses (including Northern Ireland, Channel Islands, Isle of Man, Isle of Wight & Scottish Highlands – an additional cost is incurred for offshore deliveries) If you need to arrange a delivery to a location which isn’t included above please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so we can make the necessary arrangements.

Delivery charges vary depending on the products you purchase and you will be able to see a breakdown of your delivery charge at checkout.

We use nationwide parcel courier services to offer the fastest delivery possible. All our couriers will require access to deliver your goods and a signature to confirm delivery.

Buying from our website is simple:

• Browse the range of products and add the items you want to your basket
• Once your basket contains everything you need, click the “Checkout” button at the top right of the page
• Make sure you’re logged in
• Double-check your basket to make sure you have the right products
• Choose to pay by card or credit account

Buying from The Retail Factory makes business sense. We offer great prices on popular retail and office supplies but most importantly our customer service is unbeatable. We don’t hide our telephone number just because we’re an internet company and we’re happy for our customers to call us for any reason.

No – some of our customers prefer to deal with us over the phone. The Retail Factory offers a quick and easy online option but if that isn’t your cup of tea don’t hesitate to give us a call on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

Our offices are based in Keighley, West Yorkshire (near Leeds). We have a nationwide distribution network that we use to courier our goods so whether you’re in Cornwall or Aberdeen, you’ll feel like we’re right around the corner!

Our customers range from small offices and corner shops to large nationwide retailers and corporations. We understand the importance of getting good business right no matter what size your organisation is and we get satisfaction from helping you save money.

We supply retail and office products, including paper, pens & printer cartridges and price labels, till rolls and mannequins. You’re bound to find the products you need from our massive selection, but if you want a product we don’t sell, please let us know.

Not at all. Our products are aimed at saving businesses money but we welcome orders from non-business customers as well.

No, we offer the option for any customer to place an order using “Quick Buy” which takes you through checkout without asking lots of detailed questions or requiring log in details. To use Quick Buy you will still have to provide a few details but these are only used to process your order. We encourage all of our customers to register so that they can buy from us again without needing to enter any more details. To register with us please click here.

Voucher codes are special discounts that apply to certain products or during a certain time. If your voucher code isn’t working it could be that you are missing the relevant product from your order or the code has expired. If a voucher code isn’t working then a message should appear to let you know why. If this doesn’t help please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

We offer the option of a credit account for all UK-based businesses, subject to acceptance. The advantages of paying by credit account include:

• 30 days to pay your invoice
• Less time spent placing your order
• Payment by Cheque or BACS

If your item has been shipped or possibly already delivered then you would need to arrange a return. Just call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.   If the item you need to cancel is on backorder then please get in touch on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

Each customer has their own stationery cupboard which lets you keep a note of the products you buy on a regular basis. The biggest benefit for you is that you can log in to your account, pick items quickly from your stationery cupboard and order them with no fuss.   If you always buy a certain type of paper, envelope, pen or toner, just open your stationery cupboard and easily add them to your order rather than browse for them every time you shop with us.

Your shopping basket is the place you keep the items you have chosen to buy. Your products stay in the shopping basket until you decide you are finished shopping and want to checkout.   When you check out, the products in your shopping basket are confirmed and paid for and the delivery of your order is arranged.

Once an order has been placed we will send you an email to let you know how long delivery should take. If for any reason you are still waiting for all or part of your delivery after this time, don’t hesitate to call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can sort it out for you.

We accept all major credit and debit cards including Visa, Mastercard, Switch/Maestro & American Express. We also accept payment by cheque or BACS if you have a credit account with us. Click here to apply for a credit account.

Yes, whilst we are online we know that sometimes it can be easier to speak to someone or send a purchase order by fax so that is why our team are available to take any orders by phone or fax.   We welcome orders sent by Fax but ask that customers call us before sending an order by fax so that we can look to expect it and process the order as soon as possible.   Call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) Fax us on 08717 143275   We are available to take all calls between 8:45 am – 5:30 pm (Mon-Fri) and if a call is received out of this time or we are busy, please leave a message or try again later.

You can order online using your shopping basket or over the phone between 8:45 am – 5:00 pm Mon – Fri. If a call is received outside these times or we’re busy, please leave a message or try again later. We welcome orders sent by fax but ask that customers call us beforehand so that we process the order as soon as possible.

All orders placed with us before 5pm will be actioned on the same day so that you get your delivery as soon as possible. Any orders received after 5pm on a working day or on a weekend will be actioned the following working day.

We have created a special EPOS Wizard to help you find the EPOS equipment that you need.   We understand that with dozens of different manufacturers with 100’s of models it can be very hard to find what you want.   Simply answer 2 questions about your printer (Manufacturer & Model) and we will tell you the correct EPOS equipment to buy.

We have created a special Till Roll Wizard to help you find the Till Roll or Ink Ribbon that you need.   We understand that with dozens of different manufacturers with 100’s of models it can be very hard to find what you want.   Simply answer 2 questions about your printer (Manufacturer & Model) and we will tell you the correct Till Roll and/or Ink Ribbon to buy.

Searching for products is very easy and can be done in one of three ways:

• Use the Search Wizard: We understand that it can be very hard to find certain products, but our Search Wizard is designed to make choosing from particularly large product ranges as easy as possible. So to find the right cartridge, till roll and ink ribbon and EPOS & scanner equipment; simply answer a couple of easy questions about your printer and we’ll tell you the right product to buy.
• Keyword search: If you know some information about the product you are looking for, use our keyword search
• Search by product category: this enables you to browse through different types of products before picking the one you want.

As a Retail Factory customer you have your own stationery cupboard which lets you keep a note of the products you buy on a regular basis. The biggest benefit for you is that you can login to your account, pick items quickly from your stationery cupboard and order them with no fuss. If you always buy a certain type of paper, for example, look in your stationery cupboard and easily add it to your order rather than have to browse through other products.

We’re sorry about that and will gladly arrange a return for the item in question. Please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.

Once we have agreed a return we will arrange for our courier to collect the items and we will call you to discuss further instructions.

We’re sorry that your product isn’t working and will gladly arrange a return for you. We fully test all products that are returned and if a product is found not to be at fault we reserve the right to refuse a credit and charge for collection if necessary. Please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.

If you order the wrong product and you contact us within 7 days of receiving the goods then we will gladly pickup the goods and give you a full refund, exclusions apply*.   Please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our contact us page if you wish to arrange a return.   If 7 days have passed and you still wish to return a product we may accept a return but we do so at our discretion. All returns after this time will be subject to a 25% restocking charge. Any refunds accepted after 7 days must be unopened and in re-sellable condition. Please call us on 0333 016 4182 (Open 7 days a week 8:45 am to 5:00 pm) or visit our Contact Us page if you wish to arrange a return.   *excluded ranges include Shop Supplies, Smoking Ban Products, Shop Fittings, Printed Products, Labels & Tags, EPOS & Scanners. For these lines a refund will be given minus 25% re-stocking fee.

We are sorry about that – if you spot any errors on our website please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can correct it.

We offer samples on a wide range of our products and are happy to send samples for customers to try. Please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page so that we can arrange a sample to be sent to you.

Just call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page to arrange a quotation. All of our bespoke printed products are customized for each customer and prices can vary.

Yes – our supply costs drop the more that we sell and we always pass these savings on to our customers. If you are interested in a quote for a bulk order, please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

We adjust prices on a weekly basis to allow for cost of supply and market trends. Prices will go up and down our prices will hold a lowest price guarantee to make sure they are always the best around.

All of our prices are available to view with VAT included or excluded as you wish. At checkout we will always tell you the amount of VAT that is charged on the order.

We offer a lowest price guarantee on all of our products which states that if you can find a better price, subject to conditions, we will beat it.

Our Delivery Policy lets you know how your goods will reach you, how long they should take and what our delivery charges are.   We request that all customers read our Delivery Policy and agree to our methods of delivery in our Delivery Policy before buying from us.

Our Returns Policy lets you know how you can return any product to us if you need to.   We request that all customers read our Returns Policy and agree to the ways you can return goods to us in our Returns Policy before buying from us.

Our Privacy Policy lets you know how we handle the information you give us. From entering our website information is exchanged and we are legally responsible to protect all information you give to us. We request that all customers read our Privacy Policy and agree to the methods we use to handle your information in our Privacy Policy before buying from us.

Our Terms & Conditions are the rules that we confirm to and ask our customers to agree to before buying with us. Each order placed with us forms a legally binding contract and in our Terms & Conditions  we detail what we offer and expect for how we handle your business.   We require that all customers agree to our Terms & Conditions before buying from us.

Our website has some important information that we ask all customers to take a look at before ordering from us. Our key online policies are:

• Terms & Conditions
• Returns Policy
• Privacy Policy
• Delivery Policy

If you need to send something in the post you can send it to: The Retail Factory Unit 1, Parkwood Business Park Parkwood Street Keighley BD21 4WD

If you need to email us you can reach us on csd@theretailfactory.co.uk

We take every opportunity to welcome all feedback – please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

Our contact number is 0333 016 4182 and we are available on this number between 8:45 am – 5:00 pm (5 days a week).   If you call outside these hours or we are busy, please leave a message so that we can get back to you or call us again later.

When you come through to The Retail Factory you will speak with an experienced account manager in our offices rather than a customer services agent. We recognize that many online companies dislike taking telephone calls but we welcome them – please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) .

Unlike many online sites, The Retail Factory is a bricks and mortar business supplying both online and offline customers. Whilst we hope our website offers you the best ordering solution, we don’t hide our phone number from you if you have a question; it’s right on our front page. If you wish to contact us please call us on 0333 016 4182 (Open 5 days a week 8:45 am to 5:00 pm) or visit our Contact Us page.

At The Retail Factory we welcome product reviews from customers or individuals who have bought or used the products we sell. We always check reviews for suitability so please ensure your reviews do not contain any language or information which others may deem offensive or that might cause violation of any intellectual property rights or be seen as defamatory, illegal or obscene.   The content of the review you submit needs to be your own and should be an accurate reflection of your experience of that product. By submitting a review you agree to indemnify The Retail Factory from any claims resulting from the content of your review.   By submitting a review you are agreeing to these terms. Your review will be treated as non-confidential and non-proprietary and by submitting a review give The Retail Factory the right to use, re-produce or modify the review or to contact you regarding the review on the email address you provide.

We are available on the phone between 8:45 am – 5:00 pm (Monday – Friday).   If you need to contact us outside these hours please leave a message on our voicemail or call again later.

At The Retail Factory we welcome product reviews from customers or individuals who have bought or used the products we sell. We always check reviews for suitability so please ensure your reviews do not contain any language or information which others may deem offensive or that might cause violation of any intellectual property rights or be seen as defamatory, illegal or obscene.   The content of the review you submit needs to be your own and should be an accurate reflection of your experience of that product. By submitting a review you agree to indemnify The Retail Factory from any claims resulting from the content of your review.   By submitting a review you are agreeing to these terms. Your review will be treated as non-confidential and non-proprietary and by submitting a review give The Retail Factory the right to use, re-produce or modify the review or to contact you regarding the review on the email address you provide.