Frequently asked questions (FAQ)

Frequently asked questions (FAQ)
- Through our webshop, you have 24/7 access to the largest assortment of fastening materials in Europe. With advanced search capabilities and smart filters, you can easily navigate through our extensive offerings and quickly find the products you need. This page provides answers to questions you may have during your registration, placing orders, and managing them.
  We have also written a complete manual for the webshop. Dive into the world of Fabory.com: Download
Registration
- Creating an account on Fabory.com? You can do it in 1 minute. An account on Fabory.com gives you access to MyFabory and offers many advantages:
  - Instant insight into your prices
  - Fast checkout
  - Easy access to previous orders and invoices
  - Create your own catalogues
I'm new to Fabory, how can I register?
- Creating an account is done via the registration page. Don't forget to sign up for our newsletter to stay informed about industry news, product innovations, and exclusive offers. After registration, you will receive a confirmation email, and you can start ordering.
What do I need for registration on Fabory.com?
- Have your VAT number ready. Once registered, you can easily manage your settings in your personal MyFabory environment.
I'm already a customer at Fabory, can I create an account myself?
- If you are already a customer at Fabory, registering is even easier. Check the box 'My company is already a customer at Fabory.' The only information you need to add then is your email address and password. You can find your customer number at the top of your invoices.
MyFabory
- With your MyFabory account, you have direct access to your personal MyFabory environment. Here, you'll find an overview of your orders, invoices, and personal catalogues. Once you're logged in, click on your name at the top right. You'll see a menu appear that is easy to navigate. Here, you'll find shortcuts to the most frequently used features of MyFabory.
How do I add a colleague to my account?
- If you are an administrator, you can add and maintain users. After logging in, go to 'User Management' under 'Company Information'. Here, you'll see all users linked to your account. To add a user, click on 'Add new user,' fill in the details, and click 'Save'.
My colleague already has an account, how can I add myself to his or her account?
- Register yourself as an existing customer via the registration page using the same customer number. Another option is for the administrator within your company to directly add you as a user through his or her MyFabory environment.
Why do I get an error message when I try to create a password?
- When creating a password, remember that it must consist of:
  - Minimum 8 characters
  - A special character, choose from ! @ # $ € % ^ & * ( ) \ _ - = + ] (do not use this character at the beginning of the password)
  - At least one number
  - At least one letter
What do I do if I forgot my password?
- We all forget a password now and then. To reset your password, click on the 'Forgot password' link on the login page. After entering your email address, you will receive instructions on how to reset your password.
How can I change the email address of my account?
- After logging in, click on your name and go to 'My Profile'. Here, you can change your email address as well as the given name and password.
How do I add multiple delivery addresses to my account?
- After logging in, click on your name and go to 'Company Information'. Under 'Delivery Addresses,' you can add, change, or delete addresses. When placing an order, choose the correct address from your list. If you do not have access to this section, check who is the administrator within your company; he or she can assist you.
How do I change the settings of my account?
- You can change information such as name, email address, and password via 'Personal Details'. Every user has access to this section within MyFabory. Only administrators have full access to all settings. Under 'Company Details,' they can:
  - View the Fabory customer number
  - See the saved company name
  - View the VAT number
  - Add, adjust, and delete addresses
  - Add, adjust, and delete users
Can I read other customers' experiences about MyFabory?
- Absolutely. We spoke with Savona from Oisterwijk about the way they use MyFabory in the workplace and placing orders. Read the story here.
As the administrator of the MyFabory business account, I want to change a colleague's role. How do I do that?
- You can define each user's role under Company Details > User Management. You can choose from different roles. To create a custom role, use the 'Custom' option.
Placing orders
- Your ordering process runs efficiently in your own online environment MyFabory. By digitizing the ordering process, we reduce the processing time of your orders. Below we answer the most frequently asked questions about this process.
How do I place my order as easily as possible?
- MyFabory offers several options for placing an order quickly and easily. You can easily search for products via the search bar and add them to your shopping cart. If you would like help with your choice, you can select 'Quick Search' next to the search bar.
  You can also repeat a previous order. Find the order you want to repeat in 'Orders', click on the order number and click on 'Reorder'. The products from this order are added to the shopping cart. Of course you can now add other products, adjust quantities and delete products. After this you complete the order.
How do I perform a Quick Search?
- You can specify various characteristics of the product you want via the Quick Search option. You can specify the following attributes:
  - Standards
  - Class
  - Material type
  - Treatment
  - Diameter
  - Length
  After clicking on 'Search' we will show you the products that meet your search criteria and you can add them to your shopping cart.
Can I quickly place an order by using item numbers?
- You can quickly place an order via Quick Order. Quick Order can be found in the MyFabory menu after logging in. Here you can add items line by line using item numbers (maximum 25), by importing text (maximum 100) or by uploading a CSV file (maximum 400).
How do I see where my desired products are in stock?
- With one click on the desired item, you can see whether the item is in stock. If you need the desired product immediately and want to know in which Technical Service Center the product is waiting for you, click on 'View the stock level in a Technical Service Center'. This message is located at the top right of the screen on the product page.
I get the message 'V1154' when adding products to my shopping cart. What does this mean?
- The message 'V1154' means that you still have outstanding invoices. The administrator of your account can view and pay the invoices via MyFabory. The outstanding invoices are in the red. Once you have paid this, you can order again.
Can I add a different delivery address when placing an order?
- Yes, that's possible. When placing your order, you can add a new delivery address in the 'Shipping' step.
Is it also possible to have my order delivered to a construction site?
- That is possible. When adding an address, choose the 'Delivery to construction site' option.
Managing orders
- Have you placed the order and want to consult the details of the order? We answer the most frequently asked questions about the process that follows your order.
Can I change or cancel my order?
- You cannot make changes to your order directly via MyFabory. Contact customer service for the options.
Where can I find the declaration of conformity for my order?
- You can download the declaration of conformity of your order in the details of your order in MyFabory. This is proof that we have delivered your products on the packing slip in accordance with the order confirmation.
Where can I view my order history?
- In MyFabory, you'll see an overview of all your orders from the past 12 months. Log in to MyFabory, click on 'Orders,' and the list of all your orders will be displayed. If you want to see more details, click on one of the order numbers.
Where can I find my outstanding order lines?
- On the 'Open order lines' tab you can see at a glance which products are still being processed, including the expected delivery date. You don't have to search through the details of different orders. This gives you full control over your orders and maximum insight into your stock. You will not see products that ship within 48 hours here.
My order status is 'Open', what does this mean?
- 'Open' means that we have received your order, but none of the products have been shipped yet. If at least 1 product is shipped, the status will change from 'Open' to 'Partially Shipped' or 'Finished' when all products have been shipped.
Where can I download my order confirmation?
- You click on the 'Orders' tab and choose an order number. Under the heading 'Details of your order' you will see the option 'Download order confirmation'.
Where can I view certificates of my purchased products?
- You click on the 'Orders' tab and choose an order number. Under the heading 'Products and delivery date' you will find (if available) the certificates of the products you ordered.
Tracking orders
- By digitising the ordering process, we reduce the lead time of your orders. We answer the questions you may have about the status of your order.
Within what time can I expect my order?
- If you place an order before 16:00 on working days, we will deliver it the next working day between 9:00 AM and 5:00 PM. With the exception of chemical products such as adhesives and sealants. A longer delivery time applies to products that are not in stock in the UK.
How do I track the status of my order?
- After logging in, click on 'Orders' and select the order you want to check. Next to the order details you will see the expected delivery date. When the courier delivers your order, you will receive a Track & Trace link with which you can follow the order closely.
Where can I see the shipping status (T&T) of my package?
- You click on the 'Orders' tab and choose an order number. You will find the Track & Trace link under the heading 'Sent deliveries'. This allows you to track the shipment.
Returns and warranty
- Returns and warranties should be straightforward and simple. Below, you will find answers to frequently asked questions about our return and warranty policy so you know exactly what to expect.
How do I register a return?
- When registering a return, please provide the reason for returning your order. Based on this information, you will follow a specific set of steps, which are explained on this page. Read more to find out if and how you can request a return.
Am I entitled to a warranty?
- If you experience a defect with a product, you can complete this form. After downloading the form, fill in the required details and send it to verkoopnl@fabory.com
  The right to a warranty applies only to manufacturing defects and not to damage caused by improper use. The standard warranty is valid for one year.
Invoices
- With MyFabory, you have all the data neatly in one place. This provides an overview and gives control. This also applies to invoices.
Where can I find an invoice?
- Finding the right invoice has never been easier. Log in to MyFabory and navigate to 'Invoices'. You will see a list of invoices appear with the option to download the invoice as a PDF. You can also easily pay outstanding invoices here. Only administrators have access to the invoices, so that the security of your company data is guaranteed.
Can I pay an invoice directly?
- You can pay an invoice directly via iDeal (only in the Netherlands), Bancontact (only in Belgium) and credit card. From the invoice overview you can process the payment with one push of a button. Are you unable to place an order due to overdue invoices? After payment via MyFabory, you can order again immediately.
Catalogues
- When ordering materials, you don't want to have to search for your desired items each time. That's why you can create your own Catalogues. We'll explain how this useful tool helps you order efficiently.
How do I create a catalog?
- To create a catalog, go to 'Catalogues' and click on the 'Create Catalog' button. Specify the details and click on 'Create Catalog'.
How do I place my favorite products in a catalog?
- Start by adding products by clicking the heart icon at the top of each product page. Now, you can add all the products in your catalog to your shopping cart with one click. If you want, you can share catalogs with colleagues.
MyFabory Insights
- We continuously work on preventing and minimising stockouts. This is made possible through data-driven decision-making. Are you using Fabory Logic? Then take advantage of all the benefits this solution offers in constantly optimising your processes on the shop floor.
I use an application within Fabory Logic application (for example, RFID). How can I view orders and stock at my location at any time?
- You can gain this insight with MyFabory Insights. This prevents and limits any stock breakages. The feature enables data-based decision making and collaboration. This way you save time creating your own reports. The function provides complete transparency in our collaboration. Within MyFabory Insights you can use the VMI monitor, which gives you 24/7 insight into your available stock using color codes.
My company uses Fabory Logic and has access to MyFabory Insights. How do I ensure a colleague sees MyFabory Insights in the MyFabory menu?
- You can define each user's role under Company Details > User Management. If you do not want to make a user an administrator but want to give them access to MyFabory Insights, choose 'Custom' under 'User Role' and check the box 'The user is allowed to view MyFabory Insights reports'.
Fabory app
- Using the Fabory app, you also have access to MyFabory and experience the same convenience. An additional advantage is that you can add items to your shopping cart and place orders while walking through the warehouse. We answer the most frequently asked questions about this smart form of inventory management.
Can I also order products from the Fabory webshop via my telephone instead of via computer?
- That's certainly possible. You can download the Fabory app for this. The Fabory app works almost the same as the MyFabory environment on your computer, but has a number of advantages.
What is the biggest difference between ordering via the computer and ordering via the telephone?
- To place an order via the computer, you sit at your desk. If you place an order via the Fabory app on your phone, you can add items to your shopping cart while walking through the warehouse. You do not have to return to your workplace to finalise the order.
What are the similarities between ordering via computer and ordering via telephone?
- Just like on your computer, you can also browse the Fabory catalog digitally on your phone or search for products via the webshop. There you will find extensive product information so that you can be sure that you order the right product. The login details for the Fabory app are the same as when you log in to MyFabory.
How do I order items as easily as possible via the app?
- In the Fabory app, you will find the FastScan option. With this function, you scan the numbers of items in your warehouse via your phone's camera. You order items while walking through the warehouse. After scanning the barcode, you enter the desired number of items. You add the product to the cart and place the order.
Can I start using FastScan right away?
- Before you start using FastScan, you generate your own barcodes in MyFabory after which you can print them out. You stick the barcode labels on the right boxes in your warehouse cabinets. This way, you place your order quickly and easily.
How do I install the Fabory app on my phone?
- You can download the Fabory app in the App Store or Google Play Store.
What benefits does the Fabory app offer?
- The Fabory app offers several advantages.
  - Writing down item numbers and double checking is no longer necessary. This prevents errors and saves time in the ordering process
  - You can scan 24/7 and order directly
  - You always have your order history and invoices at hand
  The app also works when you are offline! Scanning articles is possible without internet. When placing an order you need a working internet connection.
  Read much more about the benefits of the Fabory app for your inventory management.
Can I read customer experiences with the Fabory app?
- Most certainly. Several companies preceded you in using the Fabory app. Meggson, for example. And Haro Aluminum BV.