Free Next Day Delivery

FAQ

How do I return an item?

Because we want you to love every order with phone cases from our London Factory Case Shop, so we've made returns as easy as possible for you and for us.

For all returns, regardless of delivery method, please fill in the form below to get your U.R.N (Unique Returns Number) and attached it with your return. Without the URN, we will be unable to process it.

How will I know if you've received my return?

You'll get an email from our team when your returned parcel has been received by us, so you'll know that it's arrived back to us.

When returning items, we suggest you use our RoyalMail prepaid labels if you are within the mainland UK or a tracked delivery service so you can see that your return has been delivered to us.

Which payment methods can I use?

You can pay by Paypal or credit/debit card via our website. Unfortunately, we cannot take payment via American Express.

We take your security seriously. As part of this commitment, we partner with your bank to protect you from fraud. We use Verified by Visa and Mastercard SecureCode to prevent fraud taking place on your account.

Can I pay via bank transfer?

No.

How do I contact the B2B office team?

You can send an email to contact@londonfactory.co.uk and they will respond to you in the shortest possible time.

Which delivery methods are available?

Great news for you is that we don't charge for the delivery, we only deliver with Royal Mail.

How do I reset my password?

Please visit the My Account section of the site. Please note; if you don't have an account, you can still check our as a guest, or sign up for an account.


How do I request an electronic copy of my invoice?

We provide a paper copy of your invoice with your order.

Why haven't I received my refund?

We process refunds as quickly as we can, this can take up to 10 days in exceptional circumstances. If you believe you are due to a refund and have not received it within 10 days, please contact us


What do I do if an item is missing from my order that's been delivered?

We are very sorry about this. Please contact us and we will sort this mistake with a refund or with a replacement for that product with no extra cost.


How do I make a change or cancel my order?

Please track your order to check it hasn't already been dispatched as if it has we won't be able to make any changes. If your order has not yet been dispatched just contact our customers service team ensuring you include your order ID and the desired changes.


What do I do if my order has been dispatched but hasn't arrived yet?

We're sorry to hear that your cases have not arrived yet to you. Please check that you have received a despatch email from us to ensure it's on the way to you.