Help & Support
Customer satisfaction is among our top priorities. If you need some help with any of our services, you might be able to quickly find the answer below. We’re always here for you and will do our upmost best to obtain satisfaction.
If your order’s been dispatched and you think it’s running late, please see your options below.
- If you chose tracked delivery – You’ll be able to track your delivery via the details supplied when your order was dispatched. Sorry if it’s running late, this can happen sometimes for multiple reasons with the courier.
- If you chose non-tracked delivery – Unfortunately there’s no way to track the status of your package with the courier and it can sometimes happen that a delivery is delayed. Please continue to wait patiently and see below for when to contact us.
When to contact us about your delayed delivery.
Please contact us if it’s been over 7 business days (Mon-Fri) from the expected delivery date. e.g. if you were expecting your parcel to arrive on Friday 1st, please contact us on the 12th if it still hasn’t arrived. This is the policy set out by the courier, not us.
We know sometimes people realise they picked the wrong product! But don’t worry, we’re here to help! However, we’re only able to change your order while it’s still in our hands.
Non-Personalised products:
Please contact us via the instant chat icon within 1 hour of placing your order if you need to speak about your order.
Personalsied products:
Any product that can be personalised is only editable by the customer before the order is placed. If you’ve already placed an order for a personalised item and you need to make a change to it, it may not be possible.
- If your item has not been printed yet. Please contact us and we may be able to offer a solution to correct your order or cancel it so you can place a new order.
- If your order has been printed already, there is, unfortunately, no way we can change your personalised design. we may be able to offer a solution but this may involve a fee. Please contact us to discuss!
Please note, any amendments to an order may push it to the back of the processing queue so it could take longer until it’s dispatched.
Yes you can under certain conditions:
a) If you’ve just placed an order and it hasn’t been shipped yet, please Contact Us and we’ll do the best we can to help you.
b) If your order’s been shipped already, we’re sorry but things are out of our hands now so there’s little we can do unless the item’s sent back to us (this sometimes happens). If this is the case, we can reship your order to the correct address. Therefore, please Contact Us as soon as you realise the mistake so we’re aware of the situation and can keep an eye out for any “return to sender” mail.
c) If you simply want to update your address details so any future orders are sent to the correct address, you can do this yourself in Your Account page.
Sure!
If you wish to change your registration information, you have to access Your Account. Make any changes you need to and click on “Save”.
ATTENTION: Changing registration data will not change the delivery/billing address of already-placed orders.
Fear not!
Sometimes, our confirmation email can take time to arrive. Also, much to our confusion, some email providers classify this email as Junk so please check your junk folder!
If all else fails, please Contact Us right away so we can confirm your order’s safe with us and make sure we have your correct email address.
The estimated delivery time is displayed on the checkout when you’re finishing your purchase. Please see our available shipping opinions:
- Standard shipping.
- Express shipping.
IMPORTANT: The shipping time starts counting AFTER your order is shipped, please note that we need time to produce, package, and ship your order. This usually takes less than 24 hours but in busy periods this can take up to 4 working days.
IMPORTANT²: This shipping time shown on this example is merely illustrative, it varies from one country to another.
IMPORTANT³: Working/Business days do not include weekends and public holidays.
STANDARD SHIPPING
This shipping method is available for all countries that we ship to.
Once your order’s in the hands of the courier, it usually takes:
- UK: 2-3 Business Days
- Europe: 2-5 Business Days
- Rest of the world: 5-10 Business Days
By choosing this shipping method, you may not receive any updates about your package, except to notify you it has been shipped, please pay attention to the time informed on both order confirmation and shipping notification emails.
Standard shipping is collected by Royal Mail at our facility and international orders are handed to the national post office when the package arrives in the destination country. The local mail courier in your country is then responsible to complete the delivery. Since it is standard shipping, no signature is required and the postman may leave the package at the customer’s door or mailbox, according to the local mail policies – please access your national post office website to learn more about it.
Sometimes local post couriers are not able to finish all the deliveries on time and they need a few more days to do it.
EXPRESS SHIPPING – WITH TRACKING
The express shipping method is the fastest way to get your order. It is also 100% trackable and controlled from the beginning to the end of the delivery.
It usually takes:
- UK: 1 Business Day
This shipping method is completely handled by Royal Mail. They collect from our facility and deliver right to the consignee, a signature is required sometimes and they may contact the consignee by phone. Please, make sure to fill in your data correctly.
This service is not supposed to face any delays, if you notice your package is taking longer than it was supposed to, please Contact Us right away!
*The delivery time is estimated in working days, i.e. excluding Saturdays, Sundays, and public holidays.
The delivery time depends on the shipment type you choose at checkout, so please keep this in mind because it won’t be possible to change it later.
Standard Shipping:
- UK: 2-3 Business Days
- Europe: 2-5 Business Days
- Rest of the world: 5-10 Business Days
Express Shipping:
- UK: 1 Business Days
At INLY, we work really hard to make sure all products leave our facility on time with no flaws.
To do this, we usually need less than 24 hours.
Please note that at high-demand times of the year such as Christmas, we usually need a little longer to process your order but trust us, it’ll be worth the wait when you receive your order!
After the shipment, you will receive a confirmation email (so make sure you enter your email correctly while registering).
In some situations you might find you’re charged more than you might have expected.
WHAT DO YOU MEAN, INKLY? Calm down, my friend, I’ll tell you, ok?
- If there is no free shipping for your country: Although we add free shipping on the website, there are some countries where this isn’t available.
- Customs & Taxes: Taxes, right? You can’t get free of them! Please remember that the person receiving the order is responsible for paying any local taxes and customs fees your country have in place. This payment may happen before or after you receive the products. Please note that we ship to a large number of countries so it’s not possible to know the ones that will charge our customers or not. What you can do is look for this information on the website of your country Post Office.
- If we don’t work with your currency: We work with a very limited range of currencies and the conversion to yours may incur an extra fee by your bank or the payment processing company.
Any questions please contact us.
Reminder: We are not responsible for any customs fees applied by the destination country.
Depending on where you live, it’s possible that your package will be held at the customs for a while. As annoying as this may be, this inspection must be faced as a positive thing, thanks to it, it’s possible to fight against illegal activities that *some people* try to enter in your country.
The holding time varies from one country to another and, since we ship to a large number of different places, it’s not possible to know for how long each one is going to be.
We just need to stress that we have absolutely no control over this situation, customs are a national matter and we are not able to hurry them up. Waiting is the word 😉
P.s.: We are not responsible for any customs fees applied by the destination country.
Nope #sorry
We are based in the UK, but we don’t have a public facing retail store here.
If upon delivery, you notice any of the following defects:
- The product does not work;
- The design was not correctly printed;
- The product I received is not the one I ordered;
- Missing products
- Damaged or tampered packaging
Please take clear photos of the product and/or packaging and Contact Us right away!
Most of our products can be customised to make it unique and completely to your style.
Because each customisation is individual to you, we’re not able to resell it to someone else if you don’t want it. Therefore we do not exchange or reimburse any customised products. Also, special characters like emojis are not supported by our system.
Our cases are manufactured with the best ink and printing quality available in the market. In order for you to extend the life of your case to its maximum, we strongly advise you to follow the following tips:
- Wash your case at least once a week: use sponge, running water and mild soap.
- Avoid placing it near greasy places.
- Avoid placing it near places with excessive heat and prolonged exposure to the sun.
- Do not use alcohol based cleaning products to clean your case!
We strive to bring you the best quality available. In the off-chance that your purchase breaks during its warranty period, we will replace the purchased product free of charge.
Terms of guarantee
Tough & Skinny Cases: 90 days for yellowing and one year for printing issues.
Charging Cables: One year for any manufacturing faults.
Watch Straps: One year for any manufacturing/printing defects.
This warranty will lose its validity in any of the following situations:
- If the defect presented was caused by misuse of the product by the customer or third party.
- If the product was examined, altered, adulterated, fraudulently adjusted, corrupted or repaired by a person not authorised by Inkly.
- If the damage has been caused by accident (fall) or any natural disaster.
If upon delivery, you notice any of the following defects:
- The product does not work;
- The design was not correctly printed;
- The product I received is not the one I ordered;
- Missing products
- Damaged or tampered packaging
Please take clear photos of the product and/or packaging and Contact Us right away!
These are Inkly’s Overall Return Guidelines applicable only to products purchased by you directly from our website. All returns must meet the overall guidelines in order for the individual return policy to apply. We work hard to guarantee your satisfaction and make sure our products arrive in perfect condition, but if you discover a fault with an item you received please follow these steps:
WARNING: We do not exchange or refund any customised products under any circumstances, unless the product has a manufacturer’s defect. Please see the next section below for our policy regarding customised products.
- A return request is required before any item is returned to us. Any unauthorised returns we receive will be discarded.
- All products that are new with the retail packaging never opened can be returned to Inkly within 30 days. Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by us.
- Products that are received by Inkly in any of the following conditions are not eligible for return and may be rejected:
- Any product not purchased from Inkly
- Any product that does not exhibit the described reason for the return
- Any product that is returned without all of the original packaging
- Refunds will be provided in the original form of payment used when the order was placed.
To start a return, you can visit our contact page
You can always contact us for any return question at [email protected]
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Most of the products on our site can be customised to make them completely unique for you.
Once an item has been customised, it is deemed to be your expression and personal to you. Because of this, we aren’t able to accept returns on customised items unless it meets the following criteria:
- The item received is not the one you ordered.
- There is a printing/manufacturing defect.
- There is a problem with the item that is deemed our responsibility.
If your situation doesn’t fit one of the above, don’t worry! We’re still here to help and we will work to an agreement with you depending on the nature of the problem to provide a positive outcome.
All returns must first be authorised by Inkly and any unauthorised returns we receive will be discarded.
To start a return, you can visit our contact page.
You can always contact us for any return question at [email protected]
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If a refund is requested as the remedy, you will be refunded by the original payment method used at the checkout.
Any shipping fee’s are non-refundable.
Refunds may take up to 10 business days to appear in your account. This is because some card companies take longer than others to process return payments.
