When we started out, all those years ago, we had no idea we would be asked so many questions and we had no idea just how much our customer care would benefit from the time taken to research, investigate and answer each and every email received from you. So thank you all for helping us to understand your concerns and queries and please, if you don’t find the answer you are looking for here, do GET IN TOUCH with us, we would love to hear from you.
Simply click the question that you'd like answered and voila, just like magic, your answer will be revealed. Groovy.
1. How secure is my payment and personal information?
2. Do you accept PayPal?
3. Do you share my email information?
4. Why are your prices shown in £ ?
5. Do you sell wholesale?
6. Are your goodies in stock?
7. I want something but it says it’s all gone, what do l do?
8. Will you be stocking…
9. Can l phone you?
10. Do you post overseas?
11. Which countries do you post to?
12. My country isn’t listed, what should l do?
13. What is a BILLING ADDRESS? and why do you need it?
14. Do you post goodies in jiffy bags or boxes?
15. When will my purchase arrive?
16. Do you send all purchases via a ‘signed for’ delivery service?
17. Can l have my order delivered to my work address?
18. When will my purchase arrive?
19. Can you guarantee delivery in time for…
20. Does my delivery have any form of insurance cover?
21. What happens if my purchase arrives in a damaged/faulty condition or if something is missing/incorrect?
22. What happens if l miss my delivery?
23. My goodies are heading back to dinkybox. What happens next?
24. What happens if my purchase never arrives?
25. What happens if l change my mind about my purchase?
26. Do you have a returns policy?
27. Do you have a newsletter l can subscribe to?
28. Can l unsubscribe from your newsletter?
29. Can l leave/read feedback?
30. Do you have a physical shop?
1. How secure is my payment and personal information? We take payment security extremely seriously here at dinkybox. As such, we do not process any payments via our site opting instead to employ the services of a respected and professional third party payment processing company called SAGE PAY.
SAGE PAY payment information is protected using 128 bit encryption. Your payment information is never held in clear text on any web site and, in addition, all credit/debit card payments must pass 3D secure processing which further protects your payment method from fraudulent use. Groovy!
If you would like further information on SAGE PAY please visit: HERE
If you have any other security questions PLEASE do let us know as we are happy to consider any improvements that you may wish to suggest.
2. Do you accept PayPal? If you have a verified PayPal account which has a CONFIRMED UK address then yes we can accept payment via PayPal. Apologies but we no longer accept PayPal payments from PayPal accounts that do NOT have a CONFRIMED UK address. This is due to the extremely poor service provided by PayPal coupled with their equally poor and unacceptable customer support in relation to overseas orders. If your confirmed PayPal account address is registered as being outside of the UK then we are happy to accept payment via a credit/debit card which passes 3D secure (please see question 1 above).
3. Do you share my email information?NO. ABSOLUTELY NOT!
Here at dinkybox we NEVER ever pass on any of the information that we receive from you.
dinkybox does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment (i.e. via PayPal/Sage Pay). In this case, the third party will not disclose any of the details to any other third party.
Cookies are used on our shopping site to keep track of the goodies you have popped into your box, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies. Data collected by this site is only ever used to:
1. Take and fulfil customer orders.
2. Administer and enhance the site and service.
3. Disclose information to third-parties for goods delivery purposes only.
To confirm; your information (including your email address) is NEVER passed on to anyone except for the purpose of receiving payment via PayPal/Sage Pay in which case these companies will never pass on your information either :) At no point whatsoever do we have access to your credit/debit card or PayPal account information. The only information that we hold on file is that supplied by you in order to complete your order, i.e. your name, address and other contact information. At no point is this information shared or passed onto any third party unless specific instruction is granted in order to place your name and email address into our wish list folder and/or into our newsletter list.
4. Why are your prices shown in £ ? The ‘£’ symbol stands for UK Sterling. This is the national currency of the country in which we are located - England. We do not state our prices in Euros, US dollars or other currencies as exchange rates are constantly changing. When you purchase something, the exchange rate at that time is something that will be calculated by your payment method company (i.e. your credit/debit card provider or by PayPal). However if you live outside of the UK and wish to gain an idea of costs please feel free to visit one of the many exchange rate websites available such as: xe.com
5. Do you sell wholesale? Sorry but not at the moment. This is due to the fact that we source the majority of our goodies months in advance of receiving them so by the time they're available via our store we usually have just enough goodies for our own needs and, unfortunately, it’s usually not possible to order more. However, if you have a request and wish to make an order for more than 24 of any single goodie then please do feel free to email us, you never know, we may be able to help.
6. Are your goodies in stock?If there’s a ‘pop in box’ icon then yes, the goodie should be in stock. However occasionally if a order is received from two or more customers requesting the same goodie at the same time then it may be that a goodie becomes out of stock. This is extremely rare but if this it does happen then we will always inform the unsuccessful customer ASAP via email and offer either an alternative or a refund. If a goodie is in demand and we know that it is on its way to us then we may, on occasion, offer that goodie as a pre-order. If this is the case we will always state that the goodie is a pre-order very clearly within our site. Pre-orders may be cancelled by the customer at any time as we do not have an 'obligation to purchase' policy.
7. I want something but it says it’s all gone, what do l do?EMAIL us. We are always happy to add your request to our ‘wish list’ folder and if we are able to find what you are looking for we will happily email you with the good news. If we do find what you are looking for there is absolutely no obligation to make a purchase but if you no longer require that goodie we would appreciate it if you could let us know so that we don’t bother you and so that we may be able to offer the item to another customer.
8. Will you be stocking… If you have any suggestions or questions relating to goodies that you hope we will/might be stocking please do EMAIL us, we’d love to hear from you.
9. Can l phone you? We would prefer contact via an email please. This is simply due to the fact that we are not always in the office but we are always near to a computer. Yes, we know we could give you our mobile number but really, something written to us in an email is way less likely to get misplaced (as is often the case when scribbling a note on a scrap of paper). Remember, we are real people and not an automated reply thingy so we really will try to reply ASAP.
10. Do you post overseas? Yes but at the moment our overseas postal provision is currently suspended while we source a speedier and more reliable courier service. We hope to be able to resume overseas postage towards the middle part of April 2012.
11. Which countries do you post to? This is currently under review.
12. My country isn’t listed, what should l do? Please either pop back during the middle part of April 2012 or email us with your location information by either clicking on our ‘Contact Us’ button or by EMAILING us, along with details of the goodie(s) you wish to purchase as we may be able to help. Please note however, we cannot accept PayPal from any overseas destination due to the extremely poor payment protection service and even more unimpressive customer support provided by PayPal.
13. What is a BILLING ADDRESS? and why do you need it? A BILLING ADDRESS is the address that your credit/debit card (or confirmed PayPal account) is registered to. Normally in 99% of all cases this is also your home address. We need this billing address information in order to confirm that the goods purchased are being delivered to the same address as the address registered as the address of the Credit/Debit Card/PayPal Account holder. ALL purchases will be posted to your BILLING ADDRESS ONLY. However, if your billing address is registered as being within the UK we can offer to post your purchase to your UK WORK address if this is more convenient for you. In order to have your purchase delivered to your UK work address you will need to provide a valid, UK work address with a valid UK work LANDLINE phone number. If you wish to have your purchase sent to your UK work address, you will still need to provide your UK billing address information also. Apologies but we cannot send packages to any address other than your billing address or your UK work address, under any circumstances.
14. Can you deliver to a PO Box? Sorry, no. We cannot deliver goodies to a P.O. Box. This is due to security issues.
15. Do you post goodies in Jiffy bags or boxes?Excellent question! Occasionally, for small flat(ish) based goodies such as pen nibs,pens/erasers etc., we will offer the option of having your purchase sent via a Jiffy bag (the customer can chose this, if the option is available, during the checkout process). For maximum protection of larger, flat based goodies such as pads/magazines/screentone etc., we will often use an extra sturdy carded envelope but as a general rule we mostly post goodies via super strong, extra sturdy, double walled cardboard boxes and of course, everything is wrapped with plenty of bubble wrap too.
16. Do you send all purchases via a ‘signed for’ delivery service? Indeed we do. Here at dinkybox we want to make sure that your purchase has the best possible chance of arriving safely and securely. In our experience, the signed for option provides both the customer and us with the maximum amount of reassurance that your purchase will be looked after as best as possible. At no point should your package simply be left on your doorstep or placed ‘around the back’. Instead, if a signature cannot be obtained you will be left a note (by the Royal Mail) to notify you of the attempted delivery and your purchase will be kept safe at your local post/sorting office until you are able to arrange an alternative delivery date (which is convenient to you) or until you are able to collect in person (you normally have about a week to do so). Most post offices may even offer to re-deliver to an alternative address either for a small fee or often completely free of charge. All you need to do is contact your local post/sorting office. How cool is that ?
In addition, a signed for delivery provides insurance cover up to the amount stated for your chosen delivery method (or the invoice value, whichever is the lesser) should your package become lost or damaged during transit. Furthermore, by sending goodies via a signed for delivery service, we are able to provide our customers with proof that we have indeed posted your purchase. If you are an overseas customer you will also be able to visit the Royal Mail website and by entering your unique reference number (sent to you by us, on the day your goodies are collected by Steve, our lovely mail man) you will be able to gain independent confirmation that your package is indeed, on its way. Finally, as all packages posted via dinkybox have a unique Royal Mail reference number, if you do have any questions about your delivery, by quoting this number we can easily, and happily, investigate any enquiry you may have in relation to your delivery.
17. Can l have my order delivered to my work address? If you live within the UK then yes, we are happy to post your purchase to your work address. Yay! If you wish to take advantage of this service please check the box next to the tex which reads: UK CUSTOMERS ONLY - Check here to enter a separate delivery address which is located on the first page of the checkout process.
Please note that this service is only available to UK residents and that all overseas delivery addresses must match that registered as the address of the payment method. We are sorry but we cannot, under any circumstances accept payments which do not have a confirmed address held on file by PayPal. Payment received from an unverified PayPal account and/or a PayPal account which does not have a confirmed address will be subject to cancellation.
18. When will my purchase arrive? Here at dinkybox we aim to package and dispatch all orders received before noon (12pm GMT) within 1 working day** of receipt of your cleared payment. The actual delivery time taken for the arrival of your package once it is dispatched (i.e. handed over to The Royal Mail) is entirely dependent upon the Royal Mail. Please note that other than the Special Delivery postage option, NONE of the Royal Mail postage options provide a guaranteed delivery date service and, as such, packages are not considered as undelivered (lost) until 18 working days**, following the date of dispatch for UK destinations, have passed and until 25 working days**, following the date of dispatch for all international destinations, have passed. For guidance on average delivery time frames please refer to the time guide provided with your chosen postage option and please bear in mind, some packages may arrive sooner while others may take a little longer. For detailed information on postage options please click on our ‘All about Postage’ button (on the left).
19. Can you guarantee delivery in time for… If you are anything like us it may be that you need that certain something in time for a birthday, Valentine, Christmas or some other special occasion. If you live within the UK and opt for SPECIAL DELIVERY as your postage method we can guarantee to get your purchase to you within 3 working days** of receipt of your cleared payment (weather permitting). Yay! Sorry, but if you live outside of the UK we cannot, currently, guarantee your delivery date.
20. Does my delivery have any form of insurance cover? Absolutely. As standard, ALL packages to ALL destinations have automatic insurance cover up to £41.00 (or the invoice value, whichever is the lesser). Special Delivery postage options include insurance cover up to £500 (or the invoice value, whichever is the lesser) while Airsure postage offers insurance cover up to £250 (or the invoice total, whichever is the lesser). Insurance/compensation for loss/damage can be claimed once 18 working days** have passed following the date of dispatch for UK destinations and once 25 working days** have passed following the date of dispatch for all international destinations.
21. What happens if my purchase arrives in a damaged/faulty condition or if something is missing/incorrect? Please EMAIL us ASAP and definately with 1 week (ONE WEEK) from the date you received your purchase.
If the damage occured during delivery you will need to hang onto the original packaging material and notify us of the damage IMMEDIATELY after signing for your package. If you notice that the packaging material is damaged at the point of delivery, prior to providing a signture, please inspect your purchase BEFORE signing for it to ensure all is good. If at this point your purchase is damaged do NOT sign for it and instruct the courier company to return it to the sender (i.e. us). Please inform us ASAP if this occurs so that we may make a claim against the courier company in order to offer you a full refund or a replacement (where applicable).
If the damage occurred prior to dispatch (please note that this is highly unlikely as we check all goodies (wherever possible) carefully at three separate points prior to dispatch) then please inform us ASAP and certainly within 1 week of receiving your purchase.
If we have sent you an incorrect goodie or somehting was missing from your purchase you MUST INFORM US WITHIN ONE WEEK from the date you signed for/received your delivery. Please note that if you contact us to say something is missing from your order following more than one week from the date of recieving your order we will NOT be able to assit you so PLEASE do check your full order carefully as soon as it arrives. Thank you :)
In ABSOLUTELY ALL CASES you will need to supply your PURCHASE ORDER NUMBER. This can be found on your email receipt and also on the paper invoice sent with your delivery. Without this proof of purchase it is unlikely (although not entirely impossible) that we will be able to assist you so please make sure you have it to hand.
Sorry but if you contact us after 1 week from the date of receiving your purchase we cannot offer you a refund. Instead you will be offered a credit note or a replacement (where applicable).
Apologies but if we have no record of your purchase and you are unable to provide proof of purchase we will not be able to assit you at any point.
22. What happens if l miss my delivery? All being well, the Royal Mail/your postage provider should have left you a ‘while you were out’ card informing you that a delivery attempt has been attempted. On this card there should be a contact address and telephone number for your local collection point/post office. By contacting the office stated you should be able to arrange a re-delivery at a date convenient to you or, for a small fee (and often for free), you may be able to arrange delivery to an alternative address. If no card has been left and you are concerned that you have missed a delivery please use your unique track and trace Royal Mail reference number (sent to you by dinkybox on the day of dispatch via a dispatch update email) via the Royal Mail website for confirmation of a missed delivery. Please note that most post offices will hold your package for one to two weeks only so if you have missed a delivery please contact your post office ASAP.
23. My goodies are heading back to dinkybox. What happens next? As soon as we receive your package will we email you with the news. We will then offer to re-send your package to you so long as you are willing to re-pay the postage fee. We are sorry but at no point are we able to re-send packages returned to us due to a missed delivery or due to an incorrectly supplied address unless the postage is repaid by the customer. Sorry chaps but at no point can the original postage fee be refunded either. PLEASE do keep an eye on the status of your delivery via the Royal Mail website to make sure that you haven’t missed your delivery and if you have, please do get in touch with your local post/sorting office ASAP.
24. What happens if my purchase never arrives? In the unlikely event that even after 18 working days** have passed following the date of dispatch for UK destinations and until 25 working days** have passed following the date of dispatch for all international destinations your purchase still hasn’t arrived then please do contact us so that we can make a refund to you for up for the maximum insurance cover (or the invoice total, whichever is the lesser) as provided by your postage option insurance coverage (see question 12 above). Please note that this is a very rare situation so fingers crossed your purchase (like so many others) will arrive without any difficulty at all.
25. What happens if l change my mind about my purchase? Most importantly, please EMAIL us ASAP.
If we haven’t dispatched your order we can simply cancel the transaction and refund your payment method in full. No worries at all (this applies to UK and international customers).
If you live within the UK and have taken delivery of your purchase but have NOT opened your package and are able to return your unopened package to us via SPECAIL DELIVERY within the following two working days** then once we have received your returned delivery and have confirmed that the returned goodie(s) are in the same condition as they were dispatched then a full refund for the goodie(s) will be made to your payment method within 14 working days** of our receipt of your returned purchase. We are sorry but at no point can the original postage fee be refunded and all return postage costs also non refundable and will be paid for by the customer and not by dinkybox (sorry guys).
If you live within the UK and have opened your delivery then we can only agree to the return of your purchase if the following terms and conditions have been met in full.
1. You live within the UK.
2. No more than 2 working days** have passed following the date of receipt of your delivery.
3. Sealed packages have NOT been opened.
4. You can provide proof that your purchase has been made with us, here at dinkybox (i.e. you can supply your original purchase order number).
5. You are able to return your purchase to us VIA SPECIAL DELIVERY within the 2 working days** following our email confirming our acceptance (in principle) of your returned purchase.
6. You will return any purchase to us in extra sturdy cardboard packaging and plenty of bubble wrap (where applicable).
7. You are willing to take full responsibility for the returned purchase until it has been received by dinkybox.
If each of the above terms and conditions can be met then please email us PRIOR to returning your purchase so that we can supply you with an ‘Acceptance Agreement’ (via email). Any return made to us without this acceptance agreement will not be accepted.
Once you have received our acceptance agreement (via email) please email us with details of your return package including the date of dispatch and the Royal Mail SPECIAL DELIVERY tracking reference number.
Once we have received your returned purchase and have confirmed that the returned goodie(s) have been received in the same condition as they were dispatched then a full refund for the goodie(s) will be made to your payment method within 14 working days** of our receipt of your returned purchase. We are sorry but at no point can the original postage fee be refunded and all return postage costs also non refundable and will be paid for by the customer and not by dinkybox (sorry guys).
If you live outside of the UK we are sorry but all sales are final.
If you would like to learn more about your legal rights to return goods, please visit: HERE
26. Do you have a returns policy? Yes.
If your return is due to a change of mind, please read the above section numbered 25 (above)
If your return is in relation to a damaged/faulty good please read the above section numbered 21 (above)
When accepting our terms and conditions you are agreeing to accept our returns policy.
27. Do you have a newsletter l can subscribe to? Yes indeed. To receive info on new goodies, discounts, offers, prizes and all that sort of groovy stuff simply complete the ‘Sign Up’ form towards the bottom of the screen on the right hand side and remember, we never ever share your email address with anyone, ever!
28. Can l unsubscribe from your newsletter? Yes, absolutely. When you next receive our dinky newsletter (or if you still have a previous one kicking around in your email folder) open the email, scroll to the bottom and you should see a link that reads ‘unsubscribe’. Click the link and your name will be removed from our newsletter list. If you do decide to come back just complete the sign up form again. You are always welcome to come back, honest.
29. Can l leave/read feedback? Yes, but not just yet. We are in the mist of setting up a feedback section. If this is something that interests you and you would like further info, please do get in touch or keep popping back as the feedback portion of our site should be with us soon (fingers crossed).
30. Do you have a physical shop? Not at the moment but it's certainly on our wish list. If you spot a cute little shop that needs rescuing, or just to be owned by someone who cares, do LET US KNOW, we would totally love to hear from you.
** Working days are Monday-Friday and exclude all weekends and national/public holidays.
