FAQ's

Shopping with us/Orders:-
 
1. ​Can I visit your workshop to place an order?
 
Unfortunately, no; we’re an online store only hence all orders are to be placed online. Workshop is only for the collection of the order. Strictly no orders would be taken at workshop as per our company policies. Thankyou for your understanding.
 
2. Can I get a Discount if I want a bulk quantity?
 
Sure, we can definitely work out on a price for you, if the quantity is big. (Note: Discounts on bulk can be availed for more than 40 pieces only)
 
3. I have 2 passports attached to each other, will it still fit in the cover?
 
Our passport covers can accommodate upto 2 passports if they are joined together. Eg. Each passport comprising of 30-40 pages, and if both joined (stapled); they can still fit in. 
 
4. How many days does it take to receive the order?
 
We usually require 3-4 working days to prepare any order and then shipping which takes another 1-2 working days. Hence we mention overall from 4-6 working days.
 
5. How is the travel/custom quotes arrangement done? And can we provide you of how it needs to be done?
 
We usually make the quotes in such manner to fit in the products respectively, at times the quotes you provide/select along with the charm selection done might not fit in your product and for that, we will call/email you to notify the same of what could be the alternative solution.
 
Yes, ofcourse you can provide us with a layout you’ve got on your mind and draft it out in the paper and attach the same to the product, however we will try our best to bring it to reality!  πŸ˜¬
 
In some cases, you need to remove either charms or quotes from the design you selected as might not fit in the product, for this scenario; we will call you to notify that whatever the add-ons are not added to the product, the amount against it will be added to your account in a form of TCF Credit.
Eg. You purchased a product worth AED120 with the add ons, but only AED100 worth can be fitted to your product, so AED20 balance will be credited to your TCF Credit which will be 20 points. (Any form of balance amount from the order will be reversed into your TCF user account in form of Loyalty points which then can be used as TCF Credits)
 
6. Can I change the color/charms after placing an order?
 
Unfortunately, no; once the order is placed; it will be made as per the selections done.
 
7. Can I add more charms/extra name/quotes at a later stage after receiving the order?
 
Yes, you may do that by shipping the item back to us (shipping charges are borne by you); and additional charges will apply to the additionals required.
 
8. How are the items packaged?
 
We pack the items in recycled kraft paper bags. Unless, the additional amount paid for gift box packaging is not selected at checkout.
 
9. Can you customize on other products which are not purchased from you?
 
No; we do not personalize any other items which are not purchased from us.
 
10. What if I have received a damaged product/wrong color/wrong item?
 
In very rear cases a mistake as such would happen and if it has, apologies for the same. Please reach us out via email at hello@customfactory.com or you may call us anytime on +971 50 4237619 (Sat-Thu 10am-8pm). Kindly talk to us know about the issue and email us the images for reference, we will try to have the issue escalated at the earliest for you. 
 
11. I ordered a product which is different from the color I ordered, can I exchange/return it?
 
We have invested a lot of time and effort to make sure the colors are as accurate as possible to what we sell, however there will always be a 5-6% difference due to the screen you are looking at. Unfortunately, we won't be able to exchange/return the same as long it's in a perfect condition.
 
Delivery & International Shipping:-
 
1. How many days do you require to prepare an order?
 
We try to expedite the order at the earliest, however to be on the safe side; we usually require 3-4 working days to prepare any personalized orders and require 1-2 working days for local delivery, hence we mention 4-6 working days. If it is not personalized, we usually dispatch it next day. (Delivery from the courier takes 1-2 working days)
 
*We usually require 10-14 working days for International delivery.
 
2. Can I change my address after placing an order?
 
Once the delivery details are shared while placing an order; it will be registered in the system and cannot be changed. If an address change would still be required, you would be charged again for the delivery fee (even if the item is not made/out for delivery); we will be sending you a secure payment link to pay for the same before dispatch.
 
3. What if I didn’t receive my order? What should I do?
 
Apologies, if this has happened to you; in very rear cases, an order is not delivered in time. We will check with the courier company to know the reason for delay and update you ASAP. This could be due to multiple reasons such as incorrect address, mobile switched off/not available when driver called. Our local delivery partner makes 2-3 attempts on the number provided when placing your order; if any of the reasons occur mentioned above, in that case we are not responsible for the delay/order received to you in a timely manner and you will be re-charged for the delivery to schedule a new delivery. We will be sending a secure payment link to pay again before re-dispatch. This applies for both Local & International deliveries.
 
4. I don’t want to receive my order, what can be done?
 
We cannot accept any cancellations once the order is placed as we don’t have a cancelation/refund policy on any orders; as most of our items are personalized. Once the order is received, our production team starts working on your order right away.
 
Payment methods
 
1. What all payment methods do you accept?
 
We currently accept Visa & MasterCard in AED (Dirham) currency only.
 
2. Are my credit/debit card details safe and trusted when making a purchase at your website?
 
We use your card information only to process your orders. Our payment gateway company is always using the maximum security to protect the data from fraudsters. Also, our payment gateway company is PCI-DSS compliant.
 
3. Why should I use advance payment/prepayment method?
 
We come from an industry where most of our products are personalized, to avoid getting rejected later at the time of delivery for COD; it turns out to be a loss for us, hence we do 100% advance payment (Credit/Debit card or Bank transfer only)
 
4. I used the card online but the payment didn’t go through and got rejected, what shall I do in that case?
 
There are many reasons of why this could have been rejected, please double check on the following common mistakes:-
 
a. Enter the fields correctly, such as card number, name on card, expiry date & CVV code.
b. At times, can also be rejected due to insufficient funds on your card.
c. The card is blocked by your respective Bank.
 
If you still face an issue to complete the payment; you may always reach us on a call to help you quicker. +971 50 4237619 or via email at hello@customfactory.com
 
5. What shall I do if the payment goes on hold? What is payment on hold?
 
In rear conditions, the payments do go on hold for security reasons, in that case, we will contact you as we as a vendor would be notified first and we would need a scanned copy of any government issued ID and the front side of the credit/debit card used for the transaction to match the name; the details will have to be sent to hello@customfactory.com (eg. Passport copy, Driver’s license etc.)
 
Payment on hold is a condition where payment is successful at customer's end, however due to some security reasons; it is put on hold at The Custom Factory’s payment gateway system for verifications. This can be due to the reason if you are purchasing using any other credit/debit cards residing in UAE but which are not issued from UAE banks. 
 
6. Where and how should I send the payment for online Bank Transfer?
 
You may transfer the amount to the below Bank Account:
 
Account number – 0332220962001
IBAN - AE430400000332220962001
Company Name - The Custom Factory General Trading LLC
Bank name - National Bank of Ras Al Khaimah
Branch name - Umm Hurrair, Dubai
Swift code – NRAKAEAK
 
Note: Please share the proof of transfer slip/screenshot via email at hello@customfactory.com along with your order number and subject as BANK TRANSFER.
 
Leather care
 
1. Is this real leather?
 
No, this is not real leather. All our products are made of Synthetic (Vegan/Cruelty free) leather, which means; no animals were harmed whilst making these products which makes it eco-friendly too.
Not only does vegan leather make you look good, it also makes you feel good because it’s cruelty-free. More than a billion cows, pigs, goats, sheep, alligators, ostriches, kangaroos, and even dogs and cats are cruelly slaughtered for their skins every year. Vegan leather offers a killer look without any killing.
 
2. Does it have any Warranty on it?
 
Yes, we do provide a 1-year warranty on all our Personalized leather products.
 
3. I bought a product from you’ll, there are some white marks which have occurred on it, what
shall I do?
 
Don’t worry, that mark is temporary and can be wiped off anytime by applying some cream to it (e.g. Vaseline)
If you still face an issue; you may always reach us to help you  via +971 50 4237619 or via email at hello@customfactory.com 
 
4. What if the charm has come out or lose on the product?
 
Don’t worry, you can share with us an image via FB Messenger, WhatsApp or email and we will guide you of how to fix it, this can be after warranty period too 
 
If it’s within warranty period, you can bring the product to us and we will fix the same for you at no additional cost.
 
Loyalty points
 
1. What is TCF Loyalty points?
 
TCF Loyalty points is TCF’s loyalty program which is open to all our users who have created an account and have purchased from The Custom Factory. All customers who purchase on www.customfactory.com automatically get enrolled in the program once they register and purchase from Day 1. This applies to all the customers who purchase on the website via Credit/Debit card payment. Bank Transfer customers do not get enrolled for this program.
 
2. How many points do I get for shopping on the website?
 
You get 1 point for every AED 10 spent on the website. The number of TCF points that will be earned will immediately be credited in your account after your purchase and can be viewed in your account under Custom Rewards program. (AED1 = 1 TCF Point) and to avail will be (every AED10 spent = 1 point)
 
3. How do I use the points credited in my account?
 
It’s pretty simple, once you have purchased from us and the item has been delivered to you, then only the points get credited to your account for the respective amount. Now if you do a purchase again on our website, you can redeem the points once you’re signed in, you can redeem all the points at one go too (YES, you read that right!), no minimum spend required!
(Example. You have total of 20 TCF points in your account at the moment which is equivalent to AED20 (every 1 TCF points = AED10), now you’re purchasing a new item worth AED100; so you can redeem all 20 points at one go which means you’ll only be paying AED80 for the purchased item. 
*Delivery fee & Gift Box Packaging cannot be a part of loyalty program/redeemed with TCF points and that will be charged additional.
 
4. What is the Validity of my TCF points?
 
You’re TCF points are valid for Lifetime from the day it’s credited in your account. πŸ˜€ (No hidden T&C's)
 
5. Where can I use my TCF Points?
 
TCF points can only be used on www.customfactory.com to redeem for the product purchases. No GIFT cards can be purchased with that.
 
6. Can I transfer my TCF points?
 
TCF points are non-transferable to any other TCF account. TCF Points cannot be encashed in any form.
 
7. I shopped on the TCF Website but the points never got credited, could you help me?
 
TCF points are automatically credited to your account once the order has been paid, if still you haven’t received it in your account; please feel free to contact us and we will help you get it resolved. You may reach us out via hello@customfactory.com  with subject LOYALTY POINTS.