Häufig gestellte Fragen (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.
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.
Is there a place where I can find all key information about my company and orders in one overview?
- Yes, there is. It's called the MyFabory dashboard. Here you’ll find your customer number and account administrators. You’ll also see a clear overview of your three most recent orders and the number of items currently on their way to you. The dashboard also gives direct access to catalogs and quick orders. Visit the MyFabory dashboard and experience the convenience.
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 details'. 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 view orders from multiple customer numbers after logging in?
- Yes, it's possible to link multiple customer numbers to one account, allowing you to easily switch between them. All linked customer numbers can be accessed from a single email address. Want to set this up? Please contact our customer service.
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.
Can I save a search I use regularly so I don’t have to repeat it each time?
- Yes, you can save searches, but only when you’re logged in. Once saved, your searches will be available in two places: directly via the search bar and under ‘Saved Searches’ in MyFabory.
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.
How do I sign up for a service where products are delivered overnight to a specific location?
- You can request Innight delivery via your account manager. If you place an order before 7:00 PM, the items will be delivered overnight in a personal box at your specified location. Deliveries take place from Tuesday through Saturday between 02:00 and 08:00, so you can start your day without delay. Contact your account manager directly, email us at verkoopnl@fabory.com, or call us at +31 (0)88 22 53 000.
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?
- Die Konformitätserklärung zu Ihrer Bestellung können Sie in den Bestelldetails von MyFabory herunterladen. Sie belegt, dass wir Ihre Produkte gemäß dem Lieferschein auf der Auftragsbestätigung geliefert haben.
Wo kann ich meinen Bestellverlauf einsehen?
- In MyFabory sehen Sie eine Übersicht aller Ihrer Bestellungen der letzten 12 Monate. Melden Sie sich bei MyFabory an und klicken Sie auf „Bestellungen“. Daraufhin wird eine Liste aller Ihrer Bestellungen angezeigt. Möchten Sie weitere Details sehen? Klicken Sie auf eine der Bestellnummern, um weitere Details anzuzeigen.
Wo finde ich meine offenen Bestellpositionen?
- Auf der Registerkarte „Offene Auftragspositionen“ sehen Sie auf einen Blick, welche Produkte sich noch in Bearbeitung befinden, inklusive des voraussichtlichen Liefertermins. Sie müssen nicht die Details verschiedener Bestellungen durchsuchen. So haben Sie die volle Kontrolle über Ihre Bestellungen und maximalen Einblick in Ihren Lagerbestand. Produkte, die innerhalb von 48 Stunden versendet werden, werden hier nicht angezeigt.
Mein Bestellstatus ist „Offen“. Was bedeutet das?
- „Offen“ bedeutet, dass wir Ihre Bestellung erhalten haben, aber noch keines der Produkte versandt wurde. Wenn mindestens ein Produkt versandt wurde, ändert sich der Status von „Offen“ in „Teilweise versandt“ oder „Abgeschlossen“, sobald alle Produkte versandt wurden.
Wo kann ich meine Auftragsbestätigung herunterladen?
- Klicken Sie auf den Reiter „Bestellungen“ und wählen Sie eine Bestellnummer aus. Unter „Bestelldetails“ finden Sie die Option „Bestellbestätigung herunterladen“.
Wo kann ich Zertifikate meiner gekauften Produkte einsehen?
- Klicken Sie auf den Reiter „Bestellungen“ und wählen Sie eine Bestellnummer aus. Unter „Produkte und Liefertermin“ finden Sie (sofern vorhanden) die Zertifikate zu den von Ihnen bestellten Produkten.
Bestellungen verfolgen
- Durch die Digitalisierung des Bestellvorgangs verkürzen wir die Bearbeitungszeit Ihrer Bestellungen. Wir beantworten Ihnen gerne alle Fragen zum Status Ihrer Bestellung.
Wann kann ich mit meiner Bestellung rechnen?
- Wenn Sie an einem Werktag vor 19:00 Uhr bestellen, liefern wir am nächsten Werktag zwischen 9:00 und 17:00 Uhr aus. Ausgenommen hiervon sind chemische Produkte wie Klebstoffe und Dichtstoffe. Bei Produkten, die nicht auf Lager sind, verlängert sich die Lieferzeit.
Wie verfolge ich den Status meiner Bestellung?
- Klicken Sie nach dem Einloggen auf „Bestellungen“ und wählen Sie die gewünschte Bestellung aus. Neben den Bestelldetails wird Ihnen das voraussichtliche Lieferdatum angezeigt. Sobald DHL Ihre Bestellung liefert, erhalten Sie einen Track & Trace-Link, mit dem Sie die Sendung verfolgen können.
Wo kann ich den Versandstatus (T&T) meines Pakets sehen?
- Klicken Sie auf den Reiter „Bestellungen“ und wählen Sie eine Bestellnummer aus. Unter „Versendete Lieferungen“ finden Sie den Link „Track & Trace“. Damit können Sie Ihre Sendung verfolgen.
Rückgabe und Garantie
- Rücksendungen und Garantien sollten klar und einfach sein. Nachfolgend finden Sie Antworten auf häufig gestellte Fragen zu unseren Rückgabe- und Garantierichtlinien, damit Sie schnell wissen, was Sie erwartet.
Wie melde ich eine Rücksendung?
- Wenn Sie eine Rücksendeanfrage stellen, möchten wir den Grund für die Rücksendung Ihrer Bestellung wissen. Abhängig von Ihrem Grund sind einige Schritte erforderlich. Diese werden auf dieser Seite erläutert. Erfahren Sie, ob und wie Sie eine Rücksendung beantragen können.
Habe ich Anspruch auf Garantie?
- Sie können dieses Formular ausfüllen, wenn ein Artikel defekt ist. Nach dem Herunterladen geben Sie die erforderlichen Informationen ein und senden Sie es an verkoopnl@fabory.com.
  Die Garantie gilt nur für Herstellungsfehler und nicht für Schäden, die durch unsachgemäßen Gebrauch verursacht wurden. Die Standardgarantie gilt für ein Jahr.
Rechnungen
- Mit MyFabory haben Sie alle Ihre Daten übersichtlich an einem Ort. Das sorgt für Übersichtlichkeit und Kontrolle. Das gilt auch für Rechnungen.
Wo finde ich eine Rechnung?
- Die richtige Rechnung zu finden war noch nie so einfach. Melden Sie sich bei MyFabory an und navigieren Sie zu „Rechnungen“. Dort sehen Sie eine Liste Ihrer Rechnungen und können diese als PDF herunterladen. Hier können Sie auch offene Rechnungen bequem bezahlen. Nur Administratoren haben Zugriff auf Rechnungen, wodurch die Sicherheit Ihrer Unternehmensdaten gewährleistet ist.
Kann ich eine Rechnung direkt bezahlen?
- Sie können eine Rechnung direkt über iDeal, Bancontact und Kreditkarte bezahlen. Sie können die Zahlung mit einem einzigen Klick aus der Rechnungsübersicht heraus abschließen. Sie können aufgrund abgelaufener Rechnungen keine Bestellung aufgeben? Nach der Zahlung über MyFabory können Sie sofort wieder bestellen.
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.
Can I easily find all Logic-related products in one place?
- Yes, once you're logged in, you'll find them in the ‘My Logic Products’ catalog. When searching the webshop, you’ll see the filter ‘My Logic Products’ under ‘My Assortment’. This makes it easy to find and reorder the products you always want stocked on your shelves.
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.