Questions & Answers

If you need help, we have a list of frequently asked questions and answers. We strive to give you the best buying experience possible. Click a question below to view the answer.
If you did not find what you were looking for, contact us in a convenient way for you.

  • How can I check the availability of goods?

    Warehouse stocks are very smooth, so we did not provide information about availability in the online store.
    In most cases, orders are processed within 10 working days, but many popular products we realize from day to day.
    The expected date of completion of an order is always sent in an email.
    If you want to check availability before placing an order, contact us in a convenient way for you.
    For example, you can send us an e-mail with a list of products created from the clipboard or basket in our store.

  • How long will my order take to be delivered?

    We offer several hundred thousand products. It is very difficult to set one valid delivery date.
    Delivery time consists of the time of completion and delivery time:

    Time needed to complete the shipment:
    • up to 24h for goods available in our warehouse,
    • about 14 days for goods not available in our warehouse
    • to be confirmed, in the case of goods not available in the manufacturer's warehouse.
    Availability of goods: You can check the availability of goods by contacting our customer service.
    The deadline for completion is each time confirmed in an email.

    Delivery time:

    This is the time needed to deliver the parcel to the customer's home by a courier company.
    Usually it is the next day, but the courier has up to 48 hours. Delivery of the carrier's terms and conditions.

  • What is the shipping cost?

    - The cost of courier delivery is PLN 15,00 net (PLN 18.45 with tax). Regardless of the chosen payment method.
    - Free delivery is valid for orders over PLN 600 net (PLN 738 with tax).
    The above applies only to deliveries in Poland. Foreign shipments must be priced each time.

  • Can I track my order?

    Yes, you can! After placing your order you will receive an order confirmation via email. Each order starts production 24 hours after your order is placed. Within 72 hours of you placing your order, you will receive an expected delivery date. When the order ships, you will receive another email with the tracking number and a link to trace the order online with the carrier.

  • Do you ship worldwide?

    Yes, but international shipping is only possible after prior arrangement of transport costs. To do this, please send your inquiry to our service office.
    To determine the cost, we will need to know the delivery address and the list of products (in order to calculate the weight and size).
    There is no international shipping option when shopping through the store.

  • How can I change something in my order?

    If you need to change something your order, please contact us immediately. We usually process orders within 2-4 hours, and once we have processed your order, we will be unable to make any changes

  • How can I pay for my order?

    You can pay via PayU, by a traditional transfer, or in cash on delivery (pickup at the courier).
    If you have a problem with payment in PayU, you can cancel it in the history of your orders and try to pay again. Data for a traditional transfer can be found in the order confirmation email.
    If you want to pay in a different currency than PLN, send us an inquiry.

  • Can I pay in Euro or other currency?

    If you want to pay in a different currency than PLN, send us an inquiry.

  • Can I pay by Paypal?

    There is a possibility. Unfortunately, we do not provide this form of payment via the store yet.
    Please contact us to arrange details.

  • I want to send a request for a larger list of products. How to do it most conveniently?

    It's best to use the option to send a query available in our store.
    You can create such a list in the clipboard or in the cart. You can also save the list created as a pdf file using the "save as PDF" tool and send it to us via email.
    Of course, you can also send a classic query in the email.

  • I am your regular customer. Can I use the online store under the same conditions?

    There is a possibility. We have developed special tools for B2B cooperation using the online store. Register your company account and contact us.

  • Do I need an account and what are the benefits

    It's not required to create an account. But, having an account provides easier ordering and order tracking.
    Registered customers can take advantage of additional coupons or discounts available after logging in. Logged in customers can also collect points that can be exchanged for discounts.

  • Will I receive an invoice for purchases?

    Yes, we issue VAT invoices for all our orders. The original invoice will be attached to the shipment with the goods.
    If you want to receive an invoice to another address or in the form of an email, enter the comment in the order or let us know.
    If you have lost the invoice that was attached to the package, please contact us.

  • Where are Facom tools produced?

    Over 60% of Facom tools are manufactured in producer factories in Europe (mainly in France).
    The remaining ones are produced by the industrial partners of the Stanley Black & Decker Group on the basis of strict specifications developed by FACOM engineers.

  • Is the "Expert by Facom" brand equivalent to the Facom brand?

    Expert is a cheaper equivalent of the Facom brand.

  • Is the Facom warranty really a liftime?

    Yes, for products with lifetime warranty information.
    If you only use the tool as intended, you can really count on replacement or repair without time limit.
    Return the damaged product to the nearest distributor

  • How can I file complaints about a broken tool?

    Poland: Return the damaged product to us along with the completed form.
    Enter contact details and a list of what you are sending. The purchase date is only needed for time warrants.
    For a more efficient handling of the complaint, please inform us about the complaint by e-mail, it will make the whole process easier.
    Other countries: Return the damaged product to the nearest distributor

  • Can I return an item?

    Yes. Although if we can prevent it in any way, we will be very grateful for such efforts.
    If you have bought a product for yourself (no invoice for the company), you do not have to give the reason for the return.
    If the purchase was for a company, please contact us.

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