• FAQ's

FAQ's

We have listed here the questions that we get asked most frequently. Click on the relevant question to see the answer. If your question is not answered here, please contact us.


 

Ordering and Delivering

Can I pick up in store?

Yes you can! Order before 4pm, Monday to Friday and collect in store before 5pm.

Has my order gone through?

If you have placed your order online and have a valid email address on your account, you will receive an ‘order confirmation' email.
The email will detail the items you have ordered and provides a unique order number.
If you have not received this email you may want to check that it is not in your spam/junk folder.
You can also see your orders by signing in your account. Here, you can also check that the email you have registered is your current one.
If you have not received an email and your order is not available to view in the ‘My Orders’ section then it is likely that your order has not been successful.
In this case, we would suggest that you attempt to place your order again or contact Customer Services on 02089978227 which is open Mon-Fri 9am to 5.00pm.

Will I receive confirmation of my order?

Yes. We will send you a receipt of your order in an email. Please read and check the details carefully to make sure that they are correct.
If the details are not right, or if you need any help, please contact us our Online Customer Services team on 02089978227 from Monday to Friday, between 9am and 5pm.

How do I cancel my order?

In the unlikely event that you should wish to cancel your order, please contact Customer Services Department either by telephone: 02089978227, or alternatively by email: arkstationery@btconnect.com as soon as possible. If your order is not already passed the stage where it can be cancelled, we will action your request as soon as possible. If it’s too late for your order to be cancelled, we will be happy to receive your return in accordance with our No Quibble Guarantee.


 

Delivery

When will my order arrive?

For Mainland UK deliveries the amount of time your order will take to arrive depends on the speed of service you selected when placing your order. Standard, or Express delivery.
For Non-UK Mainland and Channel Isles, delivery takes 4-6 Working Days. Delivery to BFPO addresses takes 7-10 working days.

Where is my order?

Whilst we aim to deliver your order on time, occasionally delays might occur that are beyond our control.
Before contacting us, please double-check the delivery date on your despatch email, and if your order has been despatched on a trackable service, please click on the carrier link on your email to check on your parcels journey. You may even want to contact the carrier yourself using the tracking number shown on your despatch confirmation email.
If your delivery is late and we haven't been in touch, please speak to our Customer Services team using the relevant number or email on the Contact Us page.


 

Returns

How do I return goods?

We understand that from time-to-time mistakes are made and as such we pride ourselves on a no fuss, no hassle returns procedure. Should you change your mind about purchasing an item and you wish to return it, you must notify our Customer Service team of your decision within 7 working days of receipt of your goods. The item must be returned in the same condition as you received it. Products that are damaged or used will not be credited.
To organise a return simply call a member of our Customer Service Team on 02089978227

What if an item is damaged, faulty or missing?

Claims for damaged, faulty or shortages must be made within 7 days of delivery. Please contact our Customer Services.


 

Payment

How can I pay?

You can pay for your online order in the following ways :

  • Visa
  • MasterCard
  • Delta
  • Switch
  • Maestro

We do not accept Visa Electron or American Express.

My credit or debit card was refused

Please send us your order again with a different payment card. You can contact the company that issued your card to find out why it was refused.

Do your prices include VAT and what is your procedure for organisations that are exempt from paying VAT?

Yes, all our prices include VAT where applicable. Organisations exempted from paying VAT are advised to order their goods and pay the VAT and then should make their own arrangements to claim it back. We are unable to deduct it for you


 

Other

Who can I contact if I am having technical difficulties with your website?

If you are experiencing problems with our website, you can contact our helpdesk on 02089978227, Monday to Friday, between 9:00am and 5:00pm.

Who has access to my personal information?

We understand that privacy is important to our customers. We abide by the UK and EU rules on Data Protection.Your information is only used for internal purposes. We collect basic login data (e.g. email address, password, company name) when you register with us. This information is used to identify our customers and to send order confirmations. We collect delivery and billing information (i.e. billing/delivery addresses, phone number) at the Checkout page in order to process your order and to contact you should there be a problem with your order.

We understand that you don't want your personal information being passed to any third parties. We will not sell; trade or rent your information in any way to a third party. We only provide your information to a third party if it is necessary for processing or delivering your order, or for executing marketing programmes on our behalf. They are also required to keep your information protected.

By using our website, you agree to the collection and use of the personal information you provide. If we decide to change our privacy policy in any way, we will notify you via this page, so that you aware of the information we collect, how we use it and the circumstances under which we would disclose it.

If you have any further queries regarding privacy, please contact our customer service team via the Contact Us link on our website.

I can't find the answer to my specific question, what can I do now?

If you still have questions, then please feel free to contact us on 02089978227.

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