FAQ

Creating an order is very easy. Click on a selected product, choose your size and select an option <Add to cart>.

After placing all the products, you can get into your order by clicking on the item <Shopping cart>, which is located at the top right of the website. After clicking on the shopping cart, you will see a summary of your order. Then, in the next step, you will choose your preferred payment and delivery option.

The last step in making an order is to fill in your billing address and other information needed to completing the order. If you want to deliver the package to another address as is your billing address, just click on item <I want to change the delivery address>. You will get the option to fill in the delivery address.

If you are already registered with us, just log in and all your data will be filled in automatically.

To create the order click on item <Order>. You will get an confirmation e-mail with all information about the order and you can look forward to your package.

It is not necessary to be registered at our e-shop to create an order.

However, registration has many advantages, such as tracking the status of the current order, pre-filled data when creating a new order or the ability to receive newsletters with the latest information.

As Factcool is an online store, without a physical store, it is not possible to try the goods in advance.

Our tables, which you will find next to each product, will help you to choose the right size. If the product won´t fit you, you can return it to us within 60 days of delivery, according to the following information.

Our size tables, listed to each product, will help you with the choice of the right size.

If the product won´t fit you, you can return it to us within 60 days of delivery, according to the following information.

Until your order is packaged, it is possible to change in it these following data: billing address, delivery address, e-mail, telephone number. Moreover, in this state, it is possible to cancel the products, or the entire order.

If you are interested in reordering or replacing the goods in already created order, contact our customer support by e-mail at factcool-en@factcool.com, or by phone at 032/321 72 40. We will be glad to provide you with information on whether it is still possible to modify your order.

However, if you have paid for your order through the GoPay, it is not possible to order or replace the goods in it.

The possibility of merging several orders into one is not currently available with us.

Order cancellation is possible if the goods have not been packed, so far. You can email us your cancellation request at factcool-en@factcool.com, or you can call to our customer support at 032/321 72 40.

By sending the order, you undertake to take it over. If the goods are not taken over, you will be asked to pay the costs connected with delivery. If you are interested in resending an unaccepted order, you will be charged a shipping fee, depending on your chosen shipping option.

You can pay for your order:

Prepare your order number and check its current status at this link.

If you are already registered with us, you can follow the order status in the history of your orders.

We do not provide a direct return and replacing of goods to other goods, but you can send us unsuitable products back, in the form of returning the goods. No later than 14 days after receiving the goods, we will send you the funds for the returned products back to your bank account and you can order a different size of product or other goods.

If you did not receive any order confirmation, it is possible you fill in your e-mail address incorrectly. Alternatively, the message could be classified as spam or advertising. Please check these folders in your inbox.

If you still can´t find the order confirmation, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com or by phone at 032/321 72 40. We will be glad to send you the order confirmation additionally.

If you have all selected products in your shopping cart, click on the item <Order>. You will get a summary of the order. Bellow the summary, you can find a box with the text <Voucher code>. Enter your coupon in this box and click on <Insert>. A discount will be automatically calculated from the price of the ordered goods and total price of your order will be reduced.

Did you forget to apply your discount coupon when confirming the order? Never mind. Prepare it and do not hesitate to contact our customer support by e-mail at factcool-sk@factcool.com, or by phone at 032/321 72 40. We will be glad to help you to get a discount additionally.

If you paid for the order by card, via GoPay, unfortunatelly, the coupon cannot be added to the order and we cannot give you a discount to the order. Nevertheless, do not hesitate to contact us, we will find an alternative solution together.

With our insurance you have the certainty of delivery the goods. In case of loss or damage to the package, we will send you new goods and handle any complaint procedure with the carriers on your behalf.

Delivery time differs for different products. After clicking on the individual products, under the option add to the cart, there is an item <Shipment time>, which contains information about the delivery time of individual sizes of goods.

The goods is delivered to 7-12 working days from placing the order. However, goods, which we have at the warehouse, will be packaged and sent to 24 hours from making the order.

There are two ways to deliver you the order:

Of course. During placing the order, you can choose the option of cash on delivery. Than you will pay for the goods to the courier when you will pick up the package.

Never mind, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com, where we will be glad to answer your questions and solve all requests.

Did the size or cut of the product not suit you? Never mind, you can return us the pieces, that don´t suit you, within 60 calendar days of receiving the package.

If you are wondering of returning the product, please fill out the return form, where you will find all the information regarding the return. After entering the order number and e-mail address, you will see the details of your order, where you need to select the goods you are sending back, as well as the reason for its return. Furthermore, it is necessary to fill in the account number in the IBAN form, to which you wish to send back the funds for the returned goods. If you have paid for your order by card, via GoPay payment gateway, we will refund you the money in the same form, via GoPay.

We will inform you by e-mail about the delivery of the returned goods and other information related to the return.

Unfortunately, it is not possible to replace the goods to other at our e-shop. For returned products, we will send you the funds back to your bank account stated in the return form. If you have paid for the order by card, via the GoPay payment gateway, we will refund you the money in the same form, via GoPay.

You can send the unsuitable goods back to us within 60 calendar days of receiving the package.

We will send you the funds for the returned goods back to the bank account specified by you within 7 days, at the latest within 14 days, of receipt of the goods at the complaints department.

Unfortunately, it is not possible to replace the goods to other at our e-shop. For returned products, we will send you back the funds to your bank account, specified in the return form. If you have paid for your order by card, via the GoPay payment gateway, we will refund you the money in the same form, via GoPay. We will send you the funds no later than 14 days after receiving the goods at the complaints department.

By filling in the return form, we can solve your requirements and the overall return process faster.

The goods you want to return must be sent by registered mail, suitably packaged, preferably in the original packaging, at your expenses. We do not accept packages sent in another form (eg cash on delivery).

The goods should be sent no later than 14 calendar days from the moment of receiving the package to the following address:

FC ecom, s.r.o. 

Beckov c. 645

91638 Beckov

Slovakia

The ordering party bears the risk of return. For security reasons, it is recommended to send the returned Products by registered mail. The sender covers all return delivery costs, unless we have shipped the wrong product by mistake. Please keep the proof of postage of the return package.

Filling in the form is really easy. You can access the form via this link.

After entering the order number and e-mail address, you will see the details of your order, where you need to select the goods you want to send back, as well as the reason for its return.

The last step in the return form is to fill in the bank account number, in which you wish to send back the funds for the returning goods. If you have paid for your order by card, via GoPay payment gateway, we will refund you the money in the same form, via GoPay.

Never mind, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com, where we will be glad to answer your questions and solve all requests.

Is something wrong with your product? Did you get a defect on the product that was not caused by improper use? It doesn't matter, every product is covered by a warranty period of 24 months and you can send the damaged piece back to us in the form of a complaint.

Before sending the package, please fill in the return form, where you will find all the information needed for a reclaiming. There is necessary to select the product you want to reclaim and state the reason for the complaint.

We will inform you via e-mail about the delivery of the goods, as well as about the complaint process.

We try to solve each reclaim as fast as is possible, so that you do not have to wait unnecessarily long. The standard time for handling with reclaims is within 30 days of delivery of the goods to the complaints department.

The goods should be sent no later than 14 calendar days from the moment of receiving the package to the following address:

FC ecom, s.r.o. 

Beckov c. 645

91638 Beckov

The ordering party bears the risk of return. For security reasons, it is recommended to send the returned Products by registered mail. The sender covers all return delivery costs, unless we have shipped the wrong product by mistake. Please keep the proof of postage of the return package.

Never mind, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com, where we will be glad to answer your questions and solve all requests.

Registration at our e-shop is simple and fast. All you need is a few information.

To register with us, click on <Login> at the top right of the page. You will get to the application form, under which you can register. After clicking on the link, you will see a registration form, where you only need to fill in basic information about you and then is the registration complete.

With this data, you can access your customer account any time and you can check the status of your orders there.

One of the most common reasons you cannot log in to your user account is an incorrect email or password.

Don´t worry if you have forgotten your password. We can generate a new password for you using the e-mail address provided during registration. Just click on this link and we will send you a new generated password.

If you are here for the first time and it is not possible to use your e-mail address, do not hesitate to contact our customer support by e-mail at factcool-sk@factcool.com, or by phone at 032/321 72 40. We will be glad to help you.

The new generated password is being sent to the e-mail address that was provided during registration. However, it usually happens that the message is classified as spam or advertising. Please, try to check if your e-mail has not been included in these folders.

If you cannot find the e-mail with the generated password, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com, or by phone at 032/321 72 40. We will be glad to send you a new password.

It is not necessary to be registered at our e-shop to make the order.

However, registration has many advantages, such as tracking the status of the current order, pre-filled data when creating a new order or the ability to receive newsletters with the latest information.

Never mind, do not hesitate to contact our customer support by e-mail at factcool-en@factcool.com, where we will be glad to answer your questions and solve all requests.