Ink Experts Avis 

Réponse de Ink Experts

24 juin 2026

Sorry to hear your element did not fit your press.

Ink Experts heat elements only fit Ink Experts presses, which is stated in our product listing;

"Not compatible with other brands / models of mug press or tumbler press"

Our returns policy informs all of our customers of potential restocking fees in the following events;

"Restocking fees of up to 20% will apply to orders returned due to;

Items purchased in error.
Incompatible components – eg, elements ordered for incompatible presses / printer bundles used with Mac OSX.
Change of mind – outside of the 7 day distance seller regulations.
Items returned without the original retail packaging."

As the item is opened and has been fit to an incompatible product it can no longer be sold as new, and therefore a restocking fee has to be charged in order to cover the loss of this product.

In the event of an unopened and unused item being returned Ink Experts will cover return postage, but in the instance of an item purchased in error return postage is covered by the customer.

Hope this helps explain the situation.

Réponse de Ink Experts

Actualisé le 22 juin 2026

Sorry to hear you have had a poor experience with DHL.

Ink Experts representative followed procedure, replying within 1 - 3 hours of your emails, and was awaiting a response from the courier to try and rectify the situation.

I'll leave all email correspondence here in this reply so people can see the service we offered in an attempt to rectify the situation.

Please see all email correspondence below;

**

ian barr
09:04 (4 hours ago)
to me

Hi

This is the email I received from DHL in regards to my order from your company.

I have not received this order and my business cannot operate without this ink.

I normally have very good service from yourself however on this occasion it's been really poor. It has been over a week now since I made my order.
The order number is: [REDACTED]
Any help would be really appreciated.

Regards
Ian Barr


CUSTOMER SERVICE CASE

Shipment number: [REDACTED]

Case number: [REDACTED]

Thank you for contacting DHL eCommerce UK Customer Services.

We have received your query and aim to respond to you within 1 working day, between 8am and 6pm Monday to Friday (excluding bank holidays)

If you do need to contact us before then about your query, please reply to this email. You do not need to submit another query.

**

Ink Experts sales@inkexperts.co.uk
11:18 (2 hours ago)
to ian

Hi Ian,

Sorry to hear of your issue.

The tracking shows your item as being in transit.

Delivery was attempted on the 17th at 16:06;

image.png

Please find your DHL tracking number below;
[REDACTED]

Standard procedure for DHL is to attempt redelivery, so I am awaiting confirmation that this is the case from our account manager.

I'll update you as soon as I hear from them.

Kind regards,

Christian

**

ian barr
11:22 (2 hours ago)
to me

Sorry this is not good enough I've not been able to work
Shocking behaviour
The email from dhl clearly says contact your company

**

Ink Experts sales@inkexperts.co.uk
13:17 (41 minutes ago)
to ian

Hi Ian,

Sorry to hear you're not happy with the service, but I can't do much until I get confirmation back from the couriers regarding the order.

All tracking shows the item is in transit, with delivery attempted on the 16th (12:43) and 17th (15:06), which meets our 2 day delivery deadline and DHL's redelivery attempt policy.

The courier only needs to attempt redelivery once, if no one answers, the item returns to us.

We cannot reissue the order until DHL informs us that this has happened.

The forwarded email states that DHL will get back to you during working hours, but nowhere does it state to contact us.

We're doing what we can to rectify the situation.

Kind regards,

Christian

**

ian barr
13:28 (30 minutes ago)
to me

Ok so in the meantime how do you suggest I operate my business ?

Sent from Outlook for Android

**

Ink Experts sales@inkexperts.co.uk
13:46 (12 minutes ago)
to ian

Hi Ian,

I've instructed the courier to return the parcel and will cancel and refund your order.

Sorry we couldn't meet your expectations.

Kind regards,

Christian

**

ian barr
13:55 (16 minutes ago)
to me

So in other words I am now not getting the ink. Drastic reaction to a simple problem 😅

**
Ink Experts
13:57 (14 minutes ago)
to ian

Hi Ian,

From previous emails and your review it was evident that our service could not meet your needs, and since we have not been given adequate time to rectify the situation it is best we refund you and take up a claims procedure with the courier.

You can order from another supplier of your choice with the refund, and this resolves the issue in the fastest way possible.

Kind regards,

Christian

**

The email you forwarded from DHL was a customer contact form reply, and did not state to contact us at all, but when you did all emails were replied to quickly and professionally.

Unfortunately Ink Experts were not given adequate time to remedy the issue.

The order was refunded so you could order elsewhere and without further downtime to business.