FAQ’s

Most frequently asked questions

HOW DO I PLACE MY ORDER?

Simply choose your style on the product page then click the “Add To Cart” button and follow the simple steps to complete your order. We’ll prepare your order and let you know when it's on its way!

HOW LONG WILL IT TAKE TO SHIP MY ORDER?

Orders typically ship within 3 to 4 business days. However some orders will take between 2 to10 business days but may be less.

MY TRACKING NUMBER ISN’T WORKING

Tracking numbers can take 1-2 days to appear in the shipping carrier's system. Occasionally, the shipping carrier can lose an order. If the tracking number is still not working within a few days, please contact the shipping carrier.

WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept major cards e.g. Visa, Mastercard as well as Paypal.

WHEN WILL MY CARD BE CHARGED?

Just after your order has been successfully placed.

HOW SECURE IS MY PERSONAL INFORMATION?

We adhere to the highest industry standards to protect your personal information when you checkout and purchase. Your credit card information is encrypted during transmission using secure socket layer (SSL) technology, which is widely used on the Internet for processing payments. Your credit card information is only used to complete the requested transaction and is not subsequently stored.

DO YOU SHIP INTERNATIONALLY?

We currently don't ship outside the US, as we currently testing our international delivery channels guarantee safe and fast shipping to our customers.

HOW WILL I BE REFUNDED?

Upon receipt of the items, they will undergo a quality review and once cleared, you will receive a refund or credit note for the purchase price (excluding original shipping cost and return handling costs) directly to the original method of payment used for purchase. If you paid with a gift card, you will be refunded to that same gift card and will be able to re-use the original unique code towards your next purchase. We endeavour to process refunds as soon as they are received but please allow up to five (5) business days for returns to be processed. You will receive an email notification of the status of your refund once finalised.

CAN I EXCHANGE AN ITEM?

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. Please note stock is not reserved for exchanges. We recommend placing an order for the size you require to avoid disappointment.

HOW LONG WILL MY RETURN TAKE TO PROCESS?

Your refund will be issued in the same form as the original payment within 10 days of receiving your return order. We can only accept returns if the merchandise was directly purchased from printkens.com. Please Note: The original shipping and handling will not be refunded. If you need assistance, please email customer service at retruns@printkens.com.

WHAT IF MY ITEM IS FAULTY OR I RECEIVE AN ITEM I DIDN'T ORDER?

We're very sorry if an item you received is not in perfect condition, or one that you didn't order! Please email us and we can resolve this for you as soon as possible. We will meet our obligations under any legislation which may include replacing the item if the stock is available or providing a refund upon receipt of the item back at our warehouse.

WHAT IF MY ORDER GOES MISSING?

If your order has not been delivered, is missing or the tracking details have not updated please email us so we can assist you with this. Each courier company have their own investigation processes and we work closely with them to locate, replace or refund your order. Please note, parcels acknowledged as lost in transit by Spell will be reimbursed minus any logistics charges incurred due to customer error.

PROMOTIONS & DISCOUNTS

We often have promos running on our website, please remember to apply the promo when at the checkout and to enter any promo code exactly as displayed on the website.

If you're having issues applying a promo to your order, these are some of the things to check:

-Is there a time limit to the promo? Some of our promos have time limits, your order must be placed before the promo ends to be applied to your order.

-Only one code can be used per order, if you already have a promo applied then we wont be able to apply another to the same order.

-Check for any exclusions, some of our promos exclude products from some categories on our website.

-If you're using a delivery promo make sure you have selected the correct delivery method for the promo to work.

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