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Customer Service & Contact

Customer Service and Contact

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.

Orders received after 12pm will be classed as being received on the next working day. Working days are defined as Monday – Friday (excluding bank and public holidays) – therefore any orders placed after 12.00pm on Friday or on a Saturday or Sunday will not be processed by us until the following Monday.

We currently do not operate a telephone order or contact facility.

Contact Us:
Sales & Order Support: To email us directly regarding an existing order or send pictures please always use: support@inkylicious-crafts.co.uk  please ensure you quote your order number in all correspondence if regarding an order..

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.

Parcels not yet received: (Also see any current notices on the front page of our website regarding any possible known delivery delays.)
All orders are normally dispatched within 3-7 working days - except as mentioned on the 'Order and Delivery' information page in which case items may be up to a 10 day dispatch. 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. 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 contact your local sorting office who should be able to assist you and check to confirm if your parcel is there.

Royal mail will not class an item as missing until 10 clear working days (not including weekends or bank holidays) after the posting date. If you still have not received your order and at least 10 clear working days since dispatch have passed, please contact our support team and we will be able to start a parcel not received process. 

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 due to incorrect delivery address will be refunded less the P&P paid.

Parcels sent by courier services are usually a signed for service, you will be emailed any tracking details in order to track your parcel direct with the couriers. In the event your parcel has not arrived please use the tracking details we have sent you to check and confirm the delivery schedule and delivery date.

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 usat any time within 14 days. If your item has already been dispatched/delivered you will be be issued a returns number which should be enclosed with your return item/s.
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.
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 it's return - proof of posting will not be accepted for any returns not received.
Under no circumstances, other than in the event of faulty goods, will refunds be considered where the manufacturer’s seal has been broken or the packaging interfered with.

Upon our receipt of any returned goods, a credit note of the total price paid will be placed on your Inkylicious account for you to use 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.


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 include 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.


Incorrect Orders, Missing Items, Faulty Products, Problems with Products:
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.

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.

If you are requested to return an item please return it and ensure you obtain a 'Proof of Posting' from the post office in case of loss. We will either replace the item/s to you or issue a refund for the item/s and a refund of Std 2nd class large letter postage when the item/s have been received back.


Mistakes do happen but please advise us if you are missing an item from your order or received an incorrect item. Please contact us within 3 days of receipt of your order, include your order number and a picture of any incorrect item you have received.
You are required to return any incorrect item/s/orders before any replacements will be sent, please return it/them (Std 2nd Class Large Letter Postage) and ensure you obtain a 'Proof of Posting' from the post office in case of loss by Royal Mail, 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 Std 2nd class large letter postage when the item/s/order have been received back.
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. Incorrect items received back that have been opened/used will not be refunded.

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.

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