Ordering
Q. What is the best way to find the correct cartridges for my printer?
A. You can use the search box by typing in the name of the cartridge (if you know which one you need) e.g. HP 301 or, if you are unsure which cartridge you need, you can use the Cartridge Finder – select the Manufacturer, then the Series and then the Printer.
Q. How do I place an order if I'm a New Customer / Non-Registered Customer?
A. You can add the items to your basket and then you will be asked for your email address and delivery details at the checkout.
Q. How do I remove items from my basket?
A. Click on the Trolley icon in the top right of the screen and then click remove next to the item you no longer require.
Q. What is a “non-packaged” item?
A. This is a term used for inks no longer in their outer packaging to allow our customers to save some money. We no longer offer this as an option for HP products.
Q. What payment methods do you accept?
A. We accept payment through PayPal, and the following credit / debit cards: VISA credit card, VISA Delta debit card, Solo card, JCB, MasterCard credit card, Switch / UK Maestro debit card, VISA Electron card and American Express.
We cannot accept cheques, postal orders or cash.
Delivery Information
Q. When will you dispatch the goods? How and when will my order be delivered?
A. We dispatch to the British Isles and Channel Islands as Standard. All consignments are shipped first class post from our distribution centres in Hertfordshire and Jersey . We use Royal Mail for all UK deliveries. Most orders arrive within 1-2 working days, but please allow up to 5 working days. Possible delays may occasionally occur with the post during holiday periods and inclement weather.
In order to ensure Royal Mail are delivering to their published standards, please could you inform us if your delivery, or notification of an attempted delivery, has not been received by you after 5 working days. We are unable to assist with any delivery queries beyond 90 days from point of order.
Q. Are there any hidden costs?
A. The prices we quote are the prices you pay and include postage and packing unless you have chosen to upgrade your order to next day delivery.
Q. I haven’t received my order, what’s happened to it?
A. If you do not receive the goods within 5 working days from dispatch, please Contact Us, quoting your order number. For Europe please allow 10 working days. We are unable to assist with any delivery queries beyond 90 days from order.
Q. Why are parts of my order missing?
A. We often split orders into several consignments so they will fit through a letterbox, but if your postman is unable to deliver your order, they will notify you by placing a card through your letterbox telling you how to rearrange delivery.
Q. How do I change the delivery address?
A. Once your order has been shipped, we are unable to change any delivery details. Please ensure that the correct address is used at the checkout.
Q. Do you deliver outside of the UK?
A. We dispatch to the British Isles and Channel Islands.
A. You have up to seven working days from receiving the goods to cancel an order. For us to accept the goods, they must be unopened and in re-saleable condition. If we accept the goods, we will give you a full refund, but you will have to bear the cost of sending the goods back to us. We can only credit your debit / credit card once we have received and accepted the goods.
To arrange a return you must Contact Us providing us the reason why you wish to return the goods and to request a returns number. We will email you a returns number and an address as to where you should send the goods. We ask that you clearly mark the returns number on the envelope, so our operatives can immediately identify your goods, which will speed the process of crediting your debit / credit card.
We will arrange any credit due within seven working days of accepting the goods. However, we cannot be held responsible for any possible delays caused by our card-handling merchant.
Q. What happens if the cartridge you sent me is the wrong one for my printer?A. If we have sent the wrong item, we will replace it or issue a refund on return. Please contact us for returns details. If you have ordered the wrong item, so long as it is unopened, we can arrange a return and refund. If the cartridge packaging has been opened, we are not able to issue a full refund. Please contact us for more information.
Q. My ink cartridge has arrived and it's faulty, what should I do?
A. Please contact us for a replacement and returns details.
Account
Q.What do I do if I have login or password problems?
A. You can request a Password reset or feel free to email us at admin@cartridgeking.co.uk if you are having any issues.
Q. How do I change my postal address?
A. If you go to the My Account section you can amend any of your stored details.
A. You can add the items to your basket and then you will be asked for your email address and delivery details at the checkout. Or you can click login and follow the steps for a new customer.
General
Q. Is your website secure?
A. We use VeriSign to ensure that the personal information provided by you is done so in a secure manner. Verisign use Secure Socket Layer (SSL) Encryption, which prevents any access to personal information exchanged during your time on our website. You will know this is secure, as you will see the VeriSign Logo. Additionally, and depending on your browser, you will either see a padlock at the bottom of your browser, or you will have to click on a pop-up window informing you that you are about to view pages over a secure connection.
Q. Why have I not received a confirmation of my order?
A. Please check your Spam/Junk folder. We are aware of an issue with some BT and other email accounts where our emails are bounced back by the server. Please add us to your address book to ensure our emails get through to you.
Q. Is my card information secure?
A. We work with WorldPay/SagePay who process all our credit and debit card transactions using the latest 3D security software. With regards to credit card Information, we DO NOT hold this information. We use Streamline, SagePay and PayPal to protect and insure the integrity of your card details. See our Privacy Policy for more information about security.
A. Yes, please request one if required.
Tips & troubleshooting
Q. What is the best way to store cartridges?A. Keep ink cartridges sealed in the original package until they are installed. Store at temperatures between -15 and 35 degrees Celsius (5 and 95 degrees Fahrenheit).
To keep installed cartridges from drying out, always turn the printer off using the Power button, and wait until the Power light goes out before you pull the plug or turn off a power strip. This allows the printer to move the cartridges to a capped position.
If you remove a cartridge from the printer for any reason, try to replace it again as soon as possible. Outside of the printer, if unprotected, cartridges begin to dry out. If the printer uses separate ink cartridges and printhead, the printhead can be damaged if cartridges are not installed.
Q. What is a photo cartridge?
A. This product is specifically for photo printing and does not replace the standard black cartridge. It is an additional cartridge that goes in a dedicated slot. Designed to work with the Photosmart range of printers. It does not work with printers that only have four cartridge slots.
Q. What is the life span of an ink cartridge?
A. Printer ink cartridges have ‘duty cycle ratings’ to indicate how many pages the user should expect to print, on average, from that single printer ink cartridge. These ratings can be a good way for consumers to compare the lifespan of ink cartridges across different types of printer models from the same printer manufacturer. They are, however, slightly misleading.
The printer ink cartridge duty cycle figure is usually displayed in the following way: ‘400 pages at 5% coverage’. The figure of 5% should be noted. The manufacturer is referring to the approximate percentage of the page the ink should cover in order to be able to last for the number of pages specified.
It is important to be aware that if you are planning on using the printer to print colour photographs, brochures or documents that feature a lot of imagery or heavy black text, your ink usage will be much higher than that suggested by the manufacturer’s rating. Some brochure pages have nearer 70% coverage, so you should not be surprised when you get a smaller number of pages from your printer ink cartridges.
A. Try wiping the cartridge contact points with a very lightly dampened cloth, then re-install the cartridge in your printer. If this doesn’t work, you could try some of the in-built diagnostics tools. See below for links to manufacturer support websites. If the ink is faulty then please contact us for a return and replacement. All cartridges that we supply are covered by a 12-month manufacturer warranty from date of dispatch.
Useful Links:
HP support https://support.hp.com/gb-en
Epson support https://www.epson.co.uk/support
Canon support https://www.canon.co.uk/support/
Brother support https://www.brother.co.uk/support