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inkospor® Delivery and Returns

Delivery and Returns Policy

Our Deliveries and Returns Policy supplements the inkospor® UK Website Terms of Use, our Cookies Policy, our Privacy Policy and our Terms and Conditions of Sale, it will be incorporated into each Contract we enter into with you.

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Deliveries

1. inkospor® UK currently only delivers to addresses in the UK (excluding the Channel Islands). No other delivery addresses will be accepted. We are also unable to accept orders for delivery of Products to PO Boxes or British Forces Post Office addresses (BFPOs).

2. Standard Delivery: 2 – 4 working days (not including the day on which the order is placed).

• Orders over the value of £50 - free.
• Orders £50 and under - £2.95

3. Express Delivery: 1 – 2 working days (not including the day on which the order is placed).

• All orders regardless of value - £4.99
• For Express Delivery orders must be placed before 3pm.

4. Northern Ireland and the Scottish Highlands and Islands

• Standard Delivery is 5 working days (not including the day of order). The Express Delivery service is not available.
• The cost of this delivery service, is £15.00 per order regardless of the value of the order.

5. Deliveries will be made Monday to Saturday inclusive, but excluding all bank holidays.

6. We work with a dedicated distribution company to deliver our Products. All deliveries will be organised by them and may be made by the post office, or one of their dedicated couriers, as appropriate.

7. We do not make split deliveries or deliver in instalments. Consequently, all Products in the same order must be on the same delivery option. In addition, we will only actually deliver the order when all of the Products are available for dispatch.

8. If there is a delay in delivery due to a problem with one Product on your order we may contact you and give you the option of cancelling that entire order and reordering the Products which are available.

9. Due to the size of our parcels, it may be necessary for somebody to be present in order for the Products to be delivered. We recommend, therefore, that you select an address for delivery where there will always be somebody present to accept delivery.

10. If no one is available at your stated delivery address to take delivery, we will follow your delivery instructions e.g. leave with a neighbour. If there are no delivery instructions, or if we can’t follow them because, for example, your neighbour is not at home either, the courier will try to deliver another two (2) times. If delivery cannot be made after three (3) attempts the courier will leave you a note that the Products have been returned to the courier’s premises and are available for collection within the next three (3) days. If the order value exceeds £50, the order will only be delivered to yourself or a neighbour and not left in a ‘safe place’.

11. Occasionally our delivery to you may be affected by an Event Outside Our Control. See clause 10 of our Terms and Conditions of Sale for our responsibilities when this happens.

12. All queries about orders which have not yet been delivered should be sent to us on the Web Form or by email to: orders@inkospor.co.uk

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Returns

1. You can return most Products ordered. Here is how you do it and what it costs:

2. Faulty / damaged / missing / incorrect items (together referred to as “Faulty”):

• You have 30 days from the date you receive them to return Products which are obviously Faulty on delivery. If the Fault is not obvious on delivery you have a further 6 months to identify the Fault and return them.

• To return the Faulty Products use the Web Form or send us an email to customerservice@inkospor.co.uk, including:

o the order number,
o your name, delivery address and email address,
o a description of the Fault,
o details of the specific Products which are Faulty,
o whether you want a refund or a replacement.

• Print out the pre-paid Address Label which we will email to you. Carefully pack the Products back in their original or other suitable packaging and take them to your nearest Post Office. You will not be charged to use this returns process.

• We will refund the cost of the item and the standard delivery charge of £2.95, or send out a replacement at no additional cost, within 14 days of the date on which we receive the Products, or the date you tell us you have returned them, which ever is the earlier.

• This does not affect your statutory rights. For more details visit www.gov.uk or contact your local Citizen’s Advice Bureau.

3. You have changed your mind:

• You have 14 days from the date on which you receive the Products to return them to us if you change your mind about them.

• Use the Web Form or send us an email to customerservice@inkospor.co.uk, including:

o the order number,
o your name, delivery address and email address,
o details of the specific Products which you wish to return,
o whether you want a refund or an alternative Product.

• Print out the Address Label we will email to you. Carefully pack the Products back in their original or other suitable packaging and take them to your nearest post office to return to us. You must pay the cost of the return and we recommend that you obtain a proof of posting. If the Products are returned to us with postage due to be paid we will deduct the cost of the return postage form the amount we refund to you.

4. We will refund the cost of the item and the standard delivery charge of £2.95, within 14 days of the date on which we receive the Products, or the date you tell us you have returned them, which ever is the earlier.

5. The cancellation rights referred to above do not apply to any Products which:
• are sealed goods that you have unsealed and are not suitable for return or resale due to health protection or hygiene reasons; or
• have become mixed inseparably with other items after their delivery.

6. All queries about orders which have been delivered should be sent to: customerservice@inkospor.co.uk

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Delivery and Returns FAQ’s

1. How can I track my Products?

Use our Web Form [hyper link] or email us on orders@inkospor.co.uk and we will assist you.

2. How will I know that you have received my order?

When we have received your order, and processed your payment, we will send you an Acknowledgement Email. This does not mean we have accepted your order or will supply the Products.

3. How will I know if the Products have been dispatched?

As soon as the Products have been dispatched you will receive a Dispatch Confirmation Email. This is the point at which the Contract between us is formed.

4. How will I know when my order will be delivered?

The Dispatch Confirmation Email will give an estimated delivery date. However, this is not guaranteed and you should wait 7 days from receipt of the Dispatch Confirmation Email before contacting us about the Products.

5. What if I want to cancel the order before delivery?

Use our Web Form or email us on orders@inkospor.co.uk. If the order has not been dispatched we will cancel the order and refund you the price and any delivery charges. If the order has been dispatched it will still be sent to you and you should follow the process in clause 3 above to return the Products to us.

6. Can I change / delete / add Products on my order before it has been dispatched?

Unfortunately not; the information you enter into our Website cannot be changed after you have submitted the order.

7. Can I change / delete / add the personal details on my order before the Products have been dispatched?

Unfortunately not; the information you enter into our Website cannot be changed after you have submitted the order.

8. Can I change the delivery address and/or instructions before / after delivery has been attempted?

Unfortunately not; we can only deliver to the address you enter into the Website when you submit the order.

9. Can I change the delivery option for my order before the Products have been dispatched?

Unfortunately not; the information you enter into our Website cannot be changed after you have submitted the order.

10. What if I can’t get to the collection point to pick up my Products?

The Courier will provide you with details of what to do in these circumstances via a notification of non delivery. If you have any issues following these instructions, please use our Web Form or email us on orders@inkospor.co.uk and we will endeavour to assist you.

11. How long will you hold it for me at the collection point?

The courier will attempt to deliver the Products 3 times. After this they will retain the order at their depot for 3 days before returning them to our distribution partner.

12. What happens if I don’t collect the Products from the courier ?

The Products will be returned to our distribution partner and we treat the order as cancelled. We will refund you the cost of the Products but we will not refund the delivery charges in these circumstances. If you still want the Products you will need to place a new order for them.

13. What if the Products don’t arrive when they are supposed to?

We don’t guarantee a delivery date but we do endeavour to meet the delivery option you have selected. If the Products have not been delivered within 7 days of you receiving the Acknowledgement Email, or Dispatch Confirmation Email, as appropriate, please use our Web Form or email us on orders@inkospor.co.uk and we will endeavour to assist you.

14. What if some or all of the Products are damaged or faulty when they arrive?

You have the right to return all damaged or faulty Products. Please use our Web Form or email us on orders@inkospor.co.uk, and follow the process in clause 2 above. We will then refund the cost or supply a replacement, plus the delivery charges, at no additional cost.

15. What if some of the Products are missing?

You have the right to receive all of the Products you have ordered and paid for. Please use our Web Form or email us on orders@inkospor.co.uk and follow the process in clause 2 above. We will then send the missing Products to you at no additional cost.

16. What if some or all of the Products are incorrect?

You have the right to receive the correct Products. Please use our Web Form or email us on orders@inkospor.co.uk and follow the process in clause 2 above to return the incorrect Products. We will then send you the correct Products at no additional cost.

17. What if I want some, but not all, of the Products in my order?

You have the right to return any Products you no longer want, whether some or all of an order. Please use our Web Form or email us on orders@inkospor.co.uk and follow the process in clause 3 above. We will refund the cost of the returned Products and the standard delivery charge of £2.95 if appropriate, but you must pay the cost of the return postage.

18. Can I cancel my order before the Products are delivered?

If the Products have not been dispatched you can cancel the order and you will not receive the Products. If the Products have been dispatched you will need to wait until you receive them and them return them to us. Please use our Web Form or email us on orders@inkospor.co.uk and follow the procedure at clause 3 above to cancel and return the Products.

19. What if I have opened the Product and then change my mind?

Products which have been opened may not be returned. This includes the outer wrapper on a box of protein bars as well as the individual wrappers

20. How do I return Products?

We suggest you use the Post Office and ask for a returns receipt to prove that you have sent the Products back to us. You can find details of your nearest Post Office and the services offered at: http://www.postoffice.co.uk/

21. Do I have to pay for my returns?

You do not have to pay for returns if the Products are faulty / damaged / incorrect. If you simply decide you do not want the Products you will be required to pay for the returns.