Frequently Asked Questions

FAQ Topics

Shop

Q: What countries do you deliver to?

Unfortunately we only deliver to the UK mainland at present.

Q: How do I know my order has been received?

A: Once you have placed your order you will receive an automated e-mail to confirm receipt.When the order is being process you will receive another e-mail to advise of your order number and planned delivery week.

Q: How long is you warranty?

Our guarantee covers all of our products and covers any defects relating to manufacture.

Warranty is product specific and ranges from 1-10 years

Q: How much is your delivery charge?

A: The price you see includes FREE standard UK Mainland delivery.

Q: Can I cancel my order?

A: Once the order has been placed it will be dispatched on the next woring day by 2pm – amendments or cancellations must be prior to dispatch.

Q: I have discovered some damage on my order?

A: Please advise of any damages as soon as possible and supply photographs to show the damage to help@thetapfactory.com

Q: The product doesn’t fit?

A: Please ensure you measure before ordering to ensure it will fit. There will be a returns and cancellation charge if items need to be restocked.

Q: Where is my order?

A: We will always try and deliver the furniture on time, however in some cases we cannot predict any delays beyond our control.Should your order be overdue, please give us a quick nudge on help@thetapfactory.com and we will look into the matter.

Q: Can I make changes to my order?

A: To make changes, please e-mail us on sales@thetapfactory.com and we will try and make the changes. However if the order has been dispatched there is no way to change it.

Q: My items looks different?

A: All images are for illustration purposes only. As some pieces are individually manufactured there is a slight chance they could look slightly different to any images seen on your screen, as every screen looks slightly different.

Technical

Q. Can I get replacement parts if required?

Q. Can I get replacement parts if required.

Q. Can I get technical drawings showing dimensions?

A. YES. If you visit ABOUT then select BROCHURES AND MANUALS you can view or download our Technical Manual. Alternatively, each product has a technical drawing attached.

Q. Can I buy a choice of coloured handles for the Vibrance tap ranges?

A. YES. If you visit our ACCESSORIES AND SPARES the additional handles can be purchased.

Q. Can we get some of our own items electroplated to match our taps?

A. Whilst we offer a plating service each requirement will need to be discussed with us over the telephone. Different materials may differ slightly in colour when plated. This is part of the process however it will help to get a co ordinated look for flush buttons, cupboard handles and toilet seat hinges. Electroplated finishes are generally not as hardwearing as the factory PVD finishes.

Q. My thermostatic shower handle has become stiff to turn?

A. If your shower starts to fluctuate in temperature or becomes stiff to operate the cause will be a build up of limescale deposits. The thermostatic cartridge will either need servicing and cleaning or a replacement can be purchased on the ACCESSORIES & SPARES section. Limescale is beyond the manufacturers control and is present in your water supply. Hard water areas are more susceptible to chalky lime scale problems.

Q. How often do I need to replace my water filter cartridge?

A. The K2H2O mains water filter has a high capacity cartridge that can process 30,000 litres of water before it requires changing. If it is used in conjunction with an instant boiling water tap, then it will require changing every 6 months, this is to protect the internal sensors of the tank from limescale build up. If it is used on a conventional kitchen tap then it could be changed annually. Replacement cartridges can be ordered from your supplying dealer or by clicking KITCHEN MIXER TAPS and then TAP WATER FILTERS.

Delivery

Q: What countries do you deliver to?

Unfortunately we only deliver to the UK mainland at present.

Q: How do I know my order has been received?

A: Once you have placed your order you will receive an automated e-mail to confirm receipt. When the order is being process you will receive another e-mail to advise of your order number and planned delivery week.

Q: How much is your delivery charge?

A: The price you see includes FREE standard UK Mainland delivery.

Q: Can I make changes to my order?

A: To make changes, please e-mail us on sales@thetapfactory.com and we will try and make the changes. However if the order has been disputed there is no way to change it.

Q: Can I cancel my order?

A: Once the order has been placed you have 48 hours to change your mind and cancel the order.

Q: I have discovered some damage on my order?

A: If by chance you discover a problem with your order please advise of any damages as soon as possible and supply photographs to show the damage to sales@thetapfactory.com

Klarna

Q: Who is Klarna?

A; Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than
200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Q: Am I eligible for Pay later in 3 interest-free instalments?

A; To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to
your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.s

Q: How does Pay later in 3 interest-free instalments work?

A; Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will
automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by
The Tap Factory and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

Q: How can I increase my chances of being accepted?

A; Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item
availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and
accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna
payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

Q: What do I need to provide when I make a purchase?

A; If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current
billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s
very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Q: Will a credit search take place against me?

A; Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to
other lenders. Neither Klarna nor The Tap Factory run credit searches against you that could impact your credit rating.

Q: Why have I not been offered Pay later instalments?

A; Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option
is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online
store, previous order history and item availability.

Q: What are my payment options with Klarna?

A: Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is
taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor
your payments’ schedule in the Klarna app.

Q: What happens if I cancel or return my order?

A: As soon as The Tap Factory have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return
will be reflected in the Klarna app immediately.

Q: What happens if I don’t pay for my order?

A: Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at The Tap Factory from the debit or credit card
you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect
payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15
days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in
Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

Q: I have been asked to go to the Klarna site. Is this correct?

A: I have been asked to go to the Klarna site. Is this correct?

Q: Is my payment information safe?

A: Payment information is processed securely by Klarna. No card details are transferred to or held by The Tap Factory. All transactions take place via connections
secured with the latest industry standard security protocols.

Q: Can I pay before the due date?

A: Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?

Q: Have you received my payment?

A: Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely
event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and
payments in the Klarna app or by logging in at www.klarna.com/uk.

Q: What happens to my statement, when I've returned goods?

A: Once The Tap Factory has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment
schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled
payments. You are always able to monitor the status of your order in the Klarna app.

Q: I've received a statement, but I've not yet received my goods?

A: In the event that your goods have not been received please call The Tap Factory to check on your order and delivery status. You can also contact Klarna’s Customer
Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

Q: I have cancelled my order. How long until I receive my refund?

A: As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

Q: I have asked for a refund. How will I be refunded?

A: Refunds shall be issued back to the debit or credit card which was originally entered at checkout..

Q: I haven’t received an email with my statement/payment info?

A: You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information..

Q: I still have questions, how can I get in touch?

A: Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

The Tap Factory FAQs
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