Winter SALE | Extra 10% OFF Everything | Code: SALE10

FAQ

You can get the answer for most of your questions here at the Frequently asked questions page.

How do I search for a product?

For your convenience we have designed many different options to filter or search among our products. At the top navigation, you can browse through the categories and then refine what product type you are looking for.

If you know exactly what you need, you can use our search facility, type it in and you will find everything related to your search. 

When you have found what you were looking for, simply click "Add to cart", and return to shopping or follow the screen instructions to fill in payment and delivery details.

Do I need an account with you?

No you do not need an account to shop with Casual Factory.

However, creating an account will allow you to order without having to fill in your details every time you shop with us. You will also be able to view your order history and track your current orders.

Can you give me more information on your products?

We try to publish as much useful information as possible about each of our products, to help you purchase the items that suit you best.

The product page for every item includes sizing, a short and long description, a material description. If you have any further questions, please do not hesitate to contact the Customer Service (info@thecasualfactory.com) and we will do our best to answer your questions as quickly and completely as possible.

I have just placed an order. Can I cancel or change it?

You have an option to cancel but you need to be quick about it. Please call Customer Service immediately (email - info@thecasualfactory.com), and they will do their best to fulfill your request.

However we cannot promise that they will be able to cancel the delivery if you have already received an e-mail confirmation stating that your order has already been shipped.

If your order already has been shipped, you will need to return the order to us.

How can I change my address?

If you already have an account, you can change your details by logging in your Account. Simply choose "Change Address".

I have seen something advertised, but cannot find it on the site?

Just type the name of the item into the search box or go to the specific category at the top of the homepage, and it will take you straight to the right product.

If you cannot find it, or if you are not sure what you are looking for, please contact Customer Service with as many details as you can remember, and we will try to track it down for you.

I am not receiving your newsletters?

If you are not receiving our regular newsletter, you could be missing out on exciting news. The most common reason for this is that your email software is marking emails from us as junk mail and sending them to your spam folder. To stop this from happening, please add info@thecasualfactory.com to your email address book, then our emails should come through just fine. If you checked this and are still not getting the newsletter, make sure you typed in the correct email address when you signed up with us.

I am having general problems accessing or purchasing from your website

If you have general problems, we recommend that you make sure you have the latest updates and patches for your operating system.

If you are still having problems using our site, please feel free to get in touch with Customer Service and we will be happy to help.

I am having problems with my shopping cart

If items are disappearing from your shopping bag, this may be because you are using your internet browser's back button, rather than selecting one of the Continue shopping in... links on the shopping cart page.

If you are still having problems, try deleting the cookies on your PC. Usually, you need to select the tab Tools on your internet browser to clear the browsing data. 

I cannot sign into my account

When you want to shop with us or access your account, we ask you to sign in. If you cannot remember your password, just type your email address in to the "Forgotten Your Password" box on the sign in page, and we will send you a reminder which includes your password.

You can change your password, main email address or any of your other details at any time just by signing in to My Account.

If you still have problems signing in, or have any other queries, please contact Customer Service.

My payment has been declined

A payment decline can happen for a number of reasons. Please check your Casual Factory account details to make sure that the card details such as the card type, validity date, name and your billing address are the same as the card is registered to.

If the problem continues, please enter the details of another card.

Please contact Customer Service, if the problem persists. They will try to advise you further.

I have seen an item which it seems to be no longer in stock

Some of our most desirable products are running out of stock very quickly, so be quick before it’s gone. However, some of our products are running styles which will be frequently restocked.