Here at Inkylicious we aim to provide you with an excellent customer service should you have any questions not only before but also during and after any purchases are made. We aim to provide you with the highest level of customer service and satisfaction and undertake to continually improve our services offered, we are always willing to listen to our customers past and present and welcome your comments on any part of our service as it enables us to improve the service we offer not only yourself but others.
Our office hours are 9am – 4pm Monday to Friday. Visiting us: Please note we are a manufacturing unit with an online internet based shop, we do not have a regular retail shop for you to visit.
We currently do not operate a telephone order or contact facility.
Contact Us:
We endeavour to reply to all emails within 3 days, our response time is usually much quicker than this - same day - but during busy periods, exhibitions and staff holidays we may not be able to respond as quickly as we would like. We also have a few quick answers below which may help with any questions you have.
PLEASE read all the following information below prior to emailing regarding 'Parcels not received' , 'Item Missing from Order' or 'Incorrect Items Received'.
Account Related: Due to new security features and other enhancements with the new website you will now have the choice of either guest checkout or to register for an account. If you have newly registered or re-registered but forgotten your password, please use the 'Forgot password' link.
Forgotten Password: To request a new password please visit our 'Recover Password ' page and follow the instructions.
Sales & Pre-Order Support: Please email us: support@inkylicious-crafts.co.uk
ORDER SUPPORT
Mistakes do happen and we apologise.If something should go wrong please contact support@inkylicious-crafts.co.uk and remember to include your order reference number or if purchased at an exhibition a copy of your sales receipt.
Please include a picture of any incorrect/faulty items and a brief description of the problem. We will reply to you as soon as possible, hopefully with an instant resolution. If the problem cannot be resolved immediately by ourselves, we will keep you informed of what action we are taking to rectify and put the matter right for you. Below is some further information:
Incorrect Orders, Missing Items:
Please advise us if you are missing an item from your order or received an incorrect item. Please contact us within 48 hrs of receipt of your order, include your order number and a picture of any incorrect item you have received.
As per the Terms & Conditions on our website, you are required to return any incorrect item/s/orders before any replacements/refunds will be sent. When the incorrect item/s/order have been received back, we will either send out the correct item/s to you or issue a refund for the item/s you did not receive and also a refund of Std 2nd Class postage. If you choose to return by any other method or class of service this will be at your expense, the most we will refund returns is for Std 2nd class postage.
Under UK Law we are not obliged to send out replacement items until any incorrect items have been received back.
Please do not open or use incorrect item/s/orders mistakenly sent and received as under UK Law - you will be deemed to have accepted the incorrect item/s/order.
Product/s that were purchased and delivered with a promotional Free Gift, must be returned with that Free Gift to receive a full refund for the original item purchased.
When returning an incorrect item/s/orders, please return it/them and ensure you obtain a 'Proof of Posting' from the post office or Royal Mail collection service in case of loss. We will either send out the correct item/s to you or issue a refund for the item/s you did not receive and a refund of standard 2nd class postage when the item/s/order have been received back.
Product/s that were purchased and delivered with a promotional Free Gift, must be returned with that Free Gift to receive a full refund for the original item purchased.
Faulty Products, Problems with Products:
Products manufactured by Inkylicious, such as stamps & stencils etc are guaranteed for 12 months. If your product develops a fault within this time period please contact us with your order number and details of the fault and a picture of the faulty item, we will then advise on the return and either repair or replacement of the product.
Faulty products other manufacturers: please contact us with your order number and details of the fault and a picture of the faulty item, if requested to do so, goods must be returned. Upon receipt of any faulty products returned, once checked and found to be faulty, we will either repair or issue a replacement of the item.
Products not manufactured by Inkylicious, such as Ink pads, Pens inks etc are normally covered by their respective manufacturers guarantees, these may vary by company but can be found on their respective website i.e: Ranger.com.
Damaged Goods:
If your goods have arrived damaged in transit, you must notify us by e-mail as soon as possible but no later than 3 days after receipt of the goods and a picture of any damage. We will try to rectify the situation for you and if possible a replacement of the item. If you are requested to return the damaged item/s please return it/them and ensure you obtain a 'Proof of Posting' from the post office, we will issue either a replacement or refund for the items and a refund of standard 2nd class postage when the damaged items have been received back. Refunds will be made by the same method as that used for the original purchase.
Parcels not yet received:(Also see any current notices on the front page of our website regarding any possible known delivery delays.)
We aim to dispatch as soon as possible normally within 3-5 working days and not later than 10 working days after you have placed and paid for your order.All orders are sent by a tracked or a tracked and signed for service. Royal mail under their new delivery rules quote 2-3 working days after dispatch for 48/2nd class parcel delivery *this is not a guaranteed timescale but a delivery aim. If Royal mail are unable to deliver your parcel they may try to leave it with a neighbour or return it to the sorting office, the postman does not always leave a card advising of this and often customers who have not received their parcels will find they are awaiting collection at their local sorting office. If you have not received your item within these time frames, please as a first option check the tracking we have sent you and contact your local sorting office who should be able to assist you and check to confirm if your parcel is there.
Royal mail does not class an item as missing until 14 clear working days after the posting date. If you still have not received your order and 14 clear working days since dispatch have passed, please contact our support team and we will be able to start a parcel not received process.
International Delivery: Please note that although we use an express service, Customs in your respective country still has to check all packages, there is no timescale for this and it can vary from a few days to a few weeks. Please regularly check the tracking we have sent you.
Please ensure your address details when registering, placing and paying for your order on our website are correct. We shall have no liability to you for any failure to deliver goods you have ordered or for any delay in doing so due to an incorrect postal addresses provided by you. Please note that it is the customer's responsibility to ensure the shipping address is complete and correct. Inkylicious will not be liable for replacement or refund of any missing items dispatched to an incorrect shipping address.
Orders returned back to us by Royal Mail/Courier will be refunded less the P&P paid.
Your Right to Cancel / Returning Products:
On-line Sales: We are sure you will enjoy your purchase but if you change your mind under the 'Distance Selling Regulations' - you may request to cancel your order by emailing us at any time within 14 days. We reserve the right to deduct any non-refundable processing fees associated with your order that have been charged to us such as Card processing fees, Paypal processing fees.
If your item has already been dispatched/delivered you will be issued a returns number which should be enclosed with your return item/s/parcel.
Following such notice any goods delivered to you must (except where goods are proven to be faulty) be returned at your own expense. The goods must be received back by us, unused, un-opened and in 'As New' saleable condition, in the manufacturer's or seller's original packaging by a suitable delivery service at your own expense.
Under no circumstances, other than in the event of faulty goods, will refunds be considered where the manufacturer’s seal or packaging has been broken or interfered with.
We reserve the right to deduct an amount where the goods returned are not in the above condition.
The goods you return are your responsibility until received by us. We are not responsible for the amount of time it takes for the item to be returned to us or if the item is lost or broken by your chosen return method during its return - proof of posting will not be accepted for any returns not received, you would need to claim from the postal service used to return the item/s. We would recommend using an insured service for items of value over Royal Mails standard £21 compensation.
Product/s that were purchased and delivered with a promotional Free Gift, must be returned with that Free Gift to receive a full refund for the original item purchased.
Upon our receipt of any returned goods, a refund or credit note for the price paid for the returned item/s - excluding postage will be placed on your Inkylicious account. Credit notes can be used against future orders.
Craft Shows/Exhibitions: Goods purchased at Craft exhibitions fall under 'Off-Premises' sales. As they have been purchased directly in person the 'Distance Selling Regulations' do not apply. If you wish to return an item purchased at these events please contact us. You must include a copy of all sales and payment method receipts. The goods must be received back by us, unused, un-opened and in 'As New' saleable condition, in the manufacturer's or seller's original packaging by a suitable delivery service at your own expense. We will only issue credit notes for non faulty items which may be used against another purchase on our website.
Our Right to Cancel / Refund
We reserve the right to cancel or refund your order or part of your order if any of the goods you ordered were listed at an incorrect price due to a typographical error or an error in the pricing information made by us and or received by us from our suppliers.
We reserve the right to cancel any orders due to shopping cart software errors.
We also reserve the right to cancel or refund part of your order if any of the goods you have ordered have become unavailable or have been discontinued.
If we do cancel or have to refund your order / part order, we will refund your account any sum paid as soon as possible normally within 14 days but in any event within 30 days of your order. Please note it can take up to 5 working days to days to show back on your payment method.
You will not be entitled to any additional compensation for disappointment or loss suffered.
We reserve the right to cancel an order where the delivery Country has been misrepresented during checkout. Paypal fees for the order placed will be non-refundable.
Returns Should be sent to:
Inkylicious
Somerset House
145 Toftshaw lane
East Bierley
Bradford
West Yorkshire
BD4 6QS
Liability & Events outside our control
We shall have no liability to you for any failure to deliver goods you have ordered or for any delay in doing so or for any damage or defect to goods delivered that is caused by any circumstances beyond our reasonable control including, without limitation, third party default, Royal mail strikes, Courier delivery delays, industrial actions or disputes and incorrect postal addresses provided by you.
We shall have no indirect or consequential liability to you in regards of missing, incorrect or faulty products. You will not be entitled to any additional compensation for disappointment or loss suffered.
Applicable Law
All transactions undertaken through this web site are governed by English Law and any legal actions arising out of such transactions shall be subject to English Legal processes and under the jurisdiction of English Courts.
These Terms & Conditions will not in any way infringe or reduce your statutory rights.
Inkylicious
Somerset House
145 Toftshaw Lane
East Bierley
Bradford
West Yorkshire
BD4 6QS
