We are Here to Help

How do I know if the item will fit me ?

Please see our size guide to see clothing measurements and how to measure your sizes. If you’re still unsure, please contact us and we will try our best to help.

How accurate are the colors compared to what we see here?

We do our best to color match all our designs so what you see on screen is what you get. However the colors may vary slightly. If you have any questions about a particular design, please contact us and we will do our best to help.

How do I unsubscribe from The Fact Shop newsletter?

When you receive an email from us, there should be an unsubscribe link at the bottom of the email. Alternatively, you can reply to the email with ‘UNSUBSCRIBE’.

Why did I only receive part of my order?

Don’t worry, it’s on its way! While we do our best to ship all orders in one package, there are times when orders will ship from multiple warehouses. If you did not receive multiple tracking numbers, please reach out to our customer service team for assistance.

I received the wrong goods, what do I do?

Although we strive for perfection, we are human and sometimes the wrong items are shipped from our warehouses. We are so sorry for any inconvenience this has caused and our customer service team is here to help make things right. Please contact our customer service team, so that they can work to get you your goods as soon as possible.

How do create an account?

Go to this page and click “create a new account”, then just fill in all the needed information and click “create”.  After submitting the form, your account will be confirmed and you will be notified.

I have forgotten my password - what shall I do?

You can reset your password by clicking the Forgotten Password link on the login page. Then typing your email address you used to sign up with. An email will be sent to you with your password reset instructions.

How do I change my personal details or email address?

You can easily change all your information on your account.  Go to login page , then click “my account” and “edit”. Here you can change all your contact information.


Our web store is secured with SSL certificate. This means the information you input is encrypted and it will not be available for third parties.

How can I order.

You can order easily using our online platform. When you find a product you need, you can add it to cart, login and go through the ordering process. After the order is ready, you will receive order summary to your email. Order summary will also be stored to your account.

Why should I buy online?

Speeding up the process. By ordering online you will you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save days of your time.

What information should I input when ordering?

Our online ordering system will ask for all the important information you should submit. This will make sure the shipment is not delayed

What payment methods can I use?

You can use all the Debit/Credit credit cards which is under VISA / Master & PayPal.

What should I do if the payment is not accepted?

Please try again in a little while. If the payment is still not accepted, please verify your account balance. If everything is as it should, but you still can’t make the payment, please contact notify us about the problem. We can manage the order manually.

How can I change delivery address?

Sign in to your account and go to “my account”. On “my account” you can change all your contact information.

What are the delivery charges?

Delivery charges are dependent on the shipment requirements. If the products on your order are due to special requirements (for example bulky purchase) extra fee will be added to the shipment charges. You can see the shipping fees on the checkout process before the payment is made.

What are the terms and conditions?

You can see the terms and conditions here.

Can I return a product?

If you want to return a product, please contact within the 7 days of delivery

Can I track my order?

We will send you the tracking code of the shipment when the parcel has been sent. If you don’t receive the order number please contact us.

Shipping time?

Shipping time will be confirmed on the order confirmation document.

Shipping cost?

Shipping costs are dependent on your location and products on your order. Our online store shows the shipping fee and shipping cost automatically on the checkout.

Changing the shipping address?

You can easily change your shipping address on your account. You just need to login and click “my account” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.

What happens if I am out when you deliver?

It will be delivered to your nearest Post Office ready for you to collect. You normally have 10 days to collect your order before it gets returned back to us.

Do you ship to my country?

The only countries we do not ship to is Cuba, Iran and North Korea.

Can I add items to an existing order?

If you catch us quickly! Orders are normally fulfilled within 3-5 working days. So if you want to add another product to your order, please get in touch and we will try to help.

I've placed an order and my details are wrong, how can I update them?

If you contact us as soon as possible with your correct details, we may be able to change your address if the products haven’t been shipped. If you’re too late, we will have to wait to receive the item(s) back before we can send them to the correct address.

What do I do if my order is damaged?

We are so sorry to hear that your order arrived in less than pristine condition! Please let us make it right. Our customer service team will be more than happy to assist with processing a replacement order or issuing a refund. You may contact our customer service team.

My item is the wrong size, can I exchange?

Yes. If you send it back to us, we will exchange this for you, you may have to pay the extra shipping fees. For more information about returning/exchanging an item, please see our Returns Policy.

How do I get a refund?

If you are not happy with your order, please contact us and we can issue a refund once we have received the items back. You will not be refunded for the shipping fees if your order has already been sent out. For more information about returning/exchanging an item, please see our Returns Policy.

When will I receive a refund for the returned items?

Once we have received the returned items, we will issue a refund within two business days. For more information about returning an item, please see our Returns Policy.

Still have a question?

Please contact us for more information.

Get in touch