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Frequently Asked Questions

Before You Buy:


After You Buy:



I can't find my printer listed?

If a search for your printer model returns the dreaded 'No products were found that matched your criteria.' message then do not worry.

First try selecting your printer manufacturer from the 'Categories' section on the left side of the page and then look for your model in the drop down box.

If you are still unable to locate your model it may be we don't have this particular printer listed. Still, don't fret, we may still supply cartridges for your printer but have mistakenly missed this model from our list.

Take a look at your printer's documentation or your existing cartridges to see if you can find the original manufacturers 'Cartridge Code'. This will usually be located on the top or side of your existing cartridges. Try searching the site again for this code or try to locate it using the 'Categories' section as before.

If you do manage to locate the correct cartridges like this please be sure to let us know so we can get the missing printer listed ASAP.

If you are still unable to find the cartridges you require then regrettably it would seem we do not supply ink for your printer. These days there are literally hundreds, if not thousands of different printer models available and unfortunately it is simply not feasible for us to stock cartridges for every single one.

 



How secure are my card details and personal information when using INKredible.co.uk?

Our secure-server software encrypts all your personal information including credit or debit card number, name and address. This encryption process takes the characters you enter and converts them into bits of code that are then securely transmitted over the Internet to our payment processing partner PayPal. They then process this payment and delete all information immediately. We do not store any payment information received and require these details to be entered every time an order is placed.

Any personal information stored by us is to enable us to process your order and contact you regarding it if required. If you are a registered customer these details are also stored to enable a quicker checkout with any future orders. Again all of this information is stored encrypted on our servers based solely in the UK and is governed by U.K Data Protection Act.

If you place your order using PayPal or Google Checkout then you payment information is handled entirely by these third party providers and not shared with us in any way.

For further information regarding how we use your information please see our Data Protection & Privacy Statement here.

For information on how PayPal and Google Checkout handle your information please refer to their own documentation.

 



When can I expect Delivery

All orders received before 5pm Mon-Friday will be dispatched the very same day*. When you can expect your delivery to arrive will depend on the delivery option chosen when you place your order.

*Orders must be placed before 3pm when using the Guaranteed Next Day Delivery option.

Your delivery options are:

Super Saver Delivery - FREE
UK Delivery within 5 working days. However most of our customers get their order within 3 working days.
Orders to be delivered outside of the UK are sent Free via First Class AirMail, please allow up to 15 days for delivery.


Priority Delivery - £1
UK Delivery within 3 working days. However most of our customers get their order the next working day. - UK ONLY


Guaranteed Next Day (Orders Before 3pm) - £5
Guaranteed UK Delivery the next working day (orders must be placed before 3pm Mon-Fri) - UK ONLY



Can I order by phone?

Of course, please contact our friendly Support Team on: 0800 04 333 01.

 



Can I pay by cheque?

No problem, simply write to us at the address here detailing your order and enclosing your cheque.

 



Will be order require a signature on delivery?

Most of our orders are sent via Royal Mail First Class and do not require a signature on delivery. On some occasions we do send larger or high value orders via Recorded Delivery or a courier service. In these instances a signature would be required; if this is a problem please let us know.

 



I am ordering on behalf of my company, will you send me a VAT Invoice?

Full VAT invoices are not sent with all orders. However all invoices are available to view and print online by clicking 'My Account' in the top right corner of every page on our website.

 



I have forgotten my password. How do I log in?

You can reset you password at any time by clicking the 'Forgot password?' link on our Log In page. You will be prompted to enter your email address and full instructions will be sent instantly.

 



I have changed my email address, how do I update my account?

You can update any information held on your account, including your email address by clicking 'My Account' in the top right corner of every page on our website. Please note: You will need to login using your old email address to access this area of our website.

 



I have a collection of empty ink cartridges; Can I send them to you for a credit/discount?

Unfortunately we do not currently offer a recycling service for empty cartridges. We are however looking to offer this service in the coming months, check back soon for further information.

In the meantime to avoid your empties needlessly entering the landfill system try contacting local charities, they often welcome donations of empty cartridges.

 



I am buying on behalf of a School / LEA, can I pay by account?

This is not a problem at all, simply email your Official Purchase Orders to: schools@inkredible.co.uk.

Unfortunately the functionality to place 'account' orders online is temporarily unavailable during the transition to our new website. We are working to have this option available again shortly, in the meantime we apologise for any inconvenience caused.

 



My printer takes a cartridge that is not listed in your description of 'Full Set', why is this?

The majority of cartridges we supply can be used in a large number of different printers and of these printers most will use a standard set of 4, 5 or 6 cartridges. Most customers will find that the cartridges included in our 'Full Sets' multipacks will be all that is required.

However, some printers may use extra cartridges, for example a green cartridge or a photo cyan cartridge. If only a handful of printers require these extra cartridges then demand for them is very low. In this case manufacturing a small amount of separate multipacks becomes very expensive, in order to provide the best prices to all of our customers we simply supply the 'standard cartridges' in the multipacks.

If your printer requires a cartridge that is not included in our multipacks you will probably find it is available separately and will be listed further down the page.

 



I've tried cartridges other than my printer manufacturer's before, they weren't good. Why should I try inks from INKredible?

Simple, you've got nothing to lose. All of our cartridges are covered by our No Quibble, 100% Satisfaction guarantee.

If you are not happy with the quality of our cartridges in any way we will refund you in full!

To find out more about why you should chose INKredible as your cartridge supplier click here.

 



I received an error message when browsing your website, what's going on?

oh oh... Sorry about that. First of all, try hitting the back button on your browser and trying again.

If you get the error again we need to look into it. Head on over to the Contact Us page and let us know what you were doing when the error occurred, if possible including details of the error message you received.

If you receive an error when processing a payment, i.e. after you have entered your card details, please call us on 0800 04 333 01. We will look into the issue and confirm whether or not any payment has been received.

 



What is your returns policy?

You can view full details on returning items to us here.

 



The cartridges I use require a chip in order to work, do your cartridges come with this chip attached?

If your genuine cartridges require a chip then any compatible or remanufactured inks we supply for your printer will come complete with this chip. They will work direct from the box just as your genuine cartridges do. None of the cartridge we supply will require any extra work in order to be used by your printer

 



Does using compatible or remanufactured cartridges void my printer warranty?

Printer manufacturers make money from the high cost of original cartridges and, like any company, wish to protect their profits. They are not however legally allowed to void your warranty simply for using compatible cartridges. They must prove that the use of non-genuine cartridges has caused the issue for which you are returning the printer.

However, when speaking with your printer manufacturer you may find they are more eager to help if you do not volunteer that you are using non genuine cartridges.

 



I placed my using PayPal or Google Checkout but had an old address listed, what can I do?

Please contact us immediately on 0800 04 333 01. If your order has not yet been dispatched we will be able to change your delivery address for you.

If you have received confirmation that your order has been dispatched recently we may still be able to change the address before it leaves the building so please contact us ASAP.

Unfortunately if your order has already left our warehouse we will be unable to change the delivery address and you will have to contact the new occupants in order to receive your order. If the new occupants refuse delivery of the parcel it may be returned to us, in which case we will attempt to contact you to arrange redelivery. Please be aware however that a parcel will only be returned to us in this way if the delivery is refused and it can take up to 4 weeks to arrive with us. We also reserve the right to charge a small fee to arrange redelivery.

 



My order hasn't arrived as expected, where is it?

If your order hasn't arrived within the expected timeframe please check with your local sorting office to make sure nothing is waiting to be collected. Although we attempt to pack all orders to fit through a standard letterbox the majority are too big and require someone to be in when delivered. If you have missed the delivery it will be returned to your local sorting office and will be awaiting collection.

Please be aware, we have received a large number of reports of 'Posties' not leaving cards when deliveries have been missed, so please check with your local sorting office even if you have not received a card.

Royal Mail™ do not deem our Super Saver Delivery or Priority Delivery items as lost until 14 working days after the expected delivery date. However if there is nothing waiting to be collected at your local sorting office we will redispatch (at our own cost) Priority Delivery orders after only 3 working days and Super Saver orders after 5 working days.

 

If you do not receive your Guaranteed Next Day (Orders Before 3pm) item the day after dispatch please let us know ASAP and we will provide you with your tracking number and refund your Delivery charge.

 

Please Note: We are unable to redispatch any parcels sent outside of the UK until the item is deemed missing by Royal Mail after 15 working days.

 

I need a full VAT invoice for my order, where do I find one?

You can view and print your full invoice online by following the steps below.

  1. Log into inkredible.co.uk
  2. Click 'My Account' in the top right hand corner.
  3. Click on 'Orders' in the left hand navigation panel.
  4. Click on 'Details and Invoice' next to your order.
  5. Click 'Full VAT Invoice' to download your VAT Invoice.



My printer is not listed on the cartridge boxes I have received, do I have the right cartridges?

The majority of the cartridges we supply can be used in a large number of different printers. Unfortunately there is not always room to list all of these on the cartridges on the boxes.

If your printer is not listed then do not worry, you should see a code similar to your genuine cartridge code on the box. You can cross check this code with the one shown in your printer's documentation to be sure you have the correct inks.

If you are still unsure you can try searching our website for one of the printers that you do see listed. On each of our printer pages we list the genuine cartridge codes our inks are equivalent to. Again you can cross check these codes with your documentation or with our page for your own printer.

 



The cartridges received look significantly different to those currently installed, do I have the right cartridges?

The compatible cartridges we supply may look different to those already installed, this is due to patent restrictions of the genuine inks. The design of an ink cartridge is heavily patented by the printer manufacturers and compatible manufacturers must change the design of their own cartridges in order not to infringe on these patents. This means if you are comparing a compatible cartridge with a compatible from a different manufacturer or even a genuine cartridge you are likely to see some significant differences.

All of our cartridges are trailed and tested extensively before we even think about listing them on our website and we can assure you that any design changes do not effect the compatibility of the inks in any way.



You have sent me the wrong cartridges, what do I do?

If after reviewing the information above you are confident we have made a mistake and sent you the wrong cartridges please let us know as soon as possible. Firstly we will apologise for the error and then get the correct cartridges out to you straight away.

We will also include a prepaid returns bag with the replacements so it won't cost you a penny to return the incorrect inks to us.



Ooops! I've ordered the wrong cartridge by mistake, what do I do now?

If you have made a mistake and ordered the wrong ink in error do not worry. Simply contact us and we will provide you with a returns reference for you to return the incorrect cartridges.



I've installed the cartridges but my prints just aren't up to scratch, what can I do?

Firstly, click here to make sure you are following our 'Best Practice' advice for getting the most from your cartridges. If you're still not happy with the quality of the prints you are receiving do not fret, we can help.

There may be a number of reasons why your print quality may not be as expected and getting to the root cause of the problem is the first step in solving the issue.

Remove the cartridges you have installed and check that any 'tear off' strips have been completely removed. This may sound like an obvious solution and one worth ignoring but please do check. Sometimes when the strips are removed the adhesive gets left behind and continues to block the air inlet the strip was covering. If this is blocked then none, or very little ink will be able to flow from the cartridge.

If, after re-installing the cartridges the problem persists it is likely that just one of the inks installed is not doing it's job properly and we need to find out which one.

All printers have a built in 'Nozzle Check' or 'Test Page' option that will help you determine which colour is not working properly. This can usually be found in the 'Maintenance' section of your printers software, or buy using the controls on the front of your printer. If you are unsure then check your printer's documentation. This 'Nozzle Check' will print a sheet containing blocks of colour and it should be obvious from this which colour is not printing correctly.

After printing the 'Nozzle Check' you should be given the option of performing a 'Head Clean'. Running this procedure two or three times in a row should clear out any blockage in the printhead that is preventing the ink from making to the page.

If after running this procedure two or three times there is no significant improvement do not perform any more. You will simply be depleting your ink and can run the risk of greater damage to the printhead if no ink is flowing.

If you have any other cartridges try replacing the offending colour, it may be you have come across an odd faulty cartridge. Of course we will then be more than happy to replace any faulty inks, simply let us know which inks were causing the problems and we'll get replacements to you in a flash.



I've just installed the cartridges but I receive an error message when I attempt to print, what should I do?

Printers are notoriously fickle machines and can often throw up all sorts of error messages at the most inconvenient times. If you've just installed your cartridge and receive the dreaded 'Not Recognised' or 'Not Compatible' error message then, in the words of Douglas Adams, don't panic!

Again, check here to make sure you are following our 'Best Practice' advice for getting the most from your cartridges. This will reduce the chance of you ever seeing these messages and is chock full of solutions to get you printing again should they occur.

If are still unable to print following that advice then it would suggest a communication error between the cartridge and the printer. Again this is common trait of all printers and can be easily overcome by forcing the printer to double check each cartridge installed. The procedure below resolves 99% of any 'Not Recognised' issues we come across.

1. Remove all of the cartridges.
2. Unplug the printer's power and USB cables.
3. Leave unplugged for 30-40 minutes.
4. Re-insert the power and USB cables.
5. Re-install the cartridges.



I've been using a cartridge for some time but all of a sudden I'm getting a 'Not Recognised' error, what's wrong?

If you have been using a cartridge for a while and have suddenly received the 'Not Recognised' error message it is likely that your cartridge has simply been used up and is now empty. There are a number of reasons why you may see this error instead of the normal 'Ink Empty' message.

1. Some printer manufacturers hold patents that cover their own cartridges reporting to the printer when they are empty. Compatible manufacturers then have to remove this functionality from their versions to ensure they do not infringe on these patents. Instead a simple error is reported.

2. As compatible or remanufactured cartridges often hold more ink than their genuine counterparts they will often print many more pages than would be possible with a genuine cartridge. When they do run empty and report this to the printer it can get confused and produce this error message instead.

3. During heavy printing, the printer does not update the ink level in the cartridge chip, causing it to use even more ink than it is supposed to. The printer stops the printing at a safety level before all the ink is used up to avoid damage, but complains by giving this other message.



My printer says a cartridge is empty when there is clearly ink left, what can I do?

All inkjet cartridges will have a small amount of ink left when the cartridge is deemed as empty. The ink in the cartridges acts as a coolant and to prevent damage to the print head the cartridge is never allowed to run dry. At INKredible.co.uk all ink volumes advertised are usable ink volumes and take this safety margin into account, for example a cartridge advertised on INKredible.co.uk as holding 11ml of ink will in fact hold more than this..

It is also worth noting that modern printers to not physically measure the amount of ink remaining in a cartridge. Instead they simply count how many pages and the type of paper used to estimate when a cartridge is empty. Because of this, the amount of ink left in the cartridge when it is reported as empty can vary from cartridge to cartridge.

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