Customer Service

We are here for you! Please contact us if you have questions not listed in the FAQ below. Press the HELP-button in the bottom right corner, or send us an email to info@printworksmarket.com. Our customer service is operated in English but you are always welcome to send us a message in your local language!

FAQ

BREXIT

What do I need to consider as a customer from UK?

If you are a customer from the UK – please note that if your order exceed £135, you might be charged an extra custom duty fee when receiving the goods. These costs are at the customer's own expense. Consider to split your order in two or more shipments in order to avoid this.

ORDERS

I haven't received an order confirmation

If you haven’t received an order confirmation, it is possible that you’ve entered your email address incorrectly. If so, please let us know and we will send you the order confirmation. In other cases, the order may not have gone through, please contact us before placing another order to avoid duplicated orders.

I still haven't received my order, when is it coming?

It's probably on its way! It happens that customers get an email about their order is available for pick-up, but that the email ended up in spam, so please first check your spam inbox then contact our customer service and we will be more than happy to look into the status of you order!

I can’t find/I've lost my tracking number?

Once your ordered is dispatched you will receive an email with a tracking number. If not, please contact us and we will send you the tracking code for your delivery.

Can I cancel or make changes to my order after I placed it?

Unfortunately, we can't make changes to an existing order placed. However, we may be able to cancel your order before it leaves our warehouse. In that case, please email info@printworksmarket.com with subject title “CANCEL ORDER” and we'll see what we can do.

My discount code isn’t working?

Please contact us and we will help you out!  

What payment options are you offering?

Currently, we are working with Klarna, which we think offers the smoothest payment option for our customers. With Klarna, you can quickly pay by card, invoice, or set up a payment plan. Klarna will send you a payment confirmation after your payment has been issued. 

I have a business and ordering as company. Can I have a copy of the invoice/ receipt for eg. accounting purposes? 

Please contact us and we will send you a copy.

SHIPPING & DELIVERY

What delivery options are there, and how does my package arrive?

For shipping to the UK, we deliver with UPS Standard. Please note, depending on your location or other unexpected circumstances eg. where the carrier is unable to deliver the package, your chosen delivery method might change. After placing your order we will send you a confirmation e-mail. Once your order is dispatched you will receive a tracking code to follow its progress. You will be notified through SMS or email by the carrier when your order is expected to arrive or available for pickup. Packages not retrieved within 14 days will return to PRINTWORKS and you will be responsible for any cost associated with the return of unclaimed packages. For the UK this cost is £12.

How long will delivery take and what are the shipping costs? 

For shipping in UK the delivery time is usually between 3-7 days and has a flat shipping fee of £9. We offer free shipping on orders over £99. We always aim to ship your order as soon as possible and orders are normally being sent out the same or next working day from when we receive the order. Please note that delivery times might be slightly delayed due to delay in transit, high volume of orders at our warehouse, or during sale/holiday periods. Please note that if your order exceed £135, you might be charged an extra custom duty fee when receiving the goods due to Brexit. These costs are at the customer's own expense. Consider to split your order in two or more shipments in order to avoid this.

What happens if I don’t collect/pick up my package?

Unfortunately, packages that are not collected/picked up result in high additional shipping cost for us. If you wish to return your purchase, you must collect/pick up the package and send it back to us in the correct manner to avoid extra charges.

What countries do you ship to?

We currently ship to the following countries: Austria, Belgium, Czech Republic, Denmark, Finland, France, Germany, Republic of Ireland, Italy, Lithuania, Netherlands, Poland, Portugal, Slovenia, Spain, Sweden, UK.

Do you ship outside of the EU?

At the moment we do not ship outside of the EU on printworksmarket.com except the UK. If you live in the United States, you can visit and buy our products at our US website: www.printworksmarket.us. For any customer service inquires related to products bought through there please contact support@printworksmarket.com

RETURN & RECLAMATIONS 

How do I return a product?

You are yourself responsible for returning the products within 14 days from the date you received the delivery. 

If you've bought your product from any of our retailers, please contact them directly in case you need to do a return or a reclamation.

To return an item, please do the following:

1. Ensure that the product is in the same condition as when it was delivered.

2. Please put it in the original package/carton or similar that secures the product from damages

3. Return the products to the following address, do not forget to write the order number on the package:

PRINTWORKS c / o Bonver
Order number: [enter your order number]
Gåshaga brygga 1
181 85 Lidingö
Sweden

As soon as your products have been received and checked at our warehouse, we will deposit the amount corresponding to the returned item to the account you used at the time of purchase. We will also email you a confirmation of this. Note that we do not refund any shipping costs associated with the order.

Note that you, the customer are responsible for any cost associated with the return. We recommend using a delivery service that gives you a tracking number if the package would get lost as PRINTWORKS cannot be responsible for any loss of goods.

How long time will it take to register a return?

Our aim is to handle your return as soon as possible. However, we reserve the right to process your return within two weeks from when the return was received.

What happens with my payment when I return my order?

When you return has been checked and processed we will issue a credit on your purchase through Klarna. The credit will reflect in your account within 3-5 banking days.

Is it possible to do an exchange?

At this time, we do not offer product exchanges. If you want to make an exchange, please return the item/items and place a new order online.

My package arrived damaged/incomplete

We are so sorry to hear that! Please let us know, we want to correct it. Please email info@printworksmarket.com with image and description that shows the faulty product together with your order number for faster assistance.

PRODUCT

When is my favorite product back in stock? 

The products are produced continuously, which makes it difficult to answer precisely when you can order them again. Please do sign up to be notified when the product is back in stock on the product page and we'll make sure to send you an email when they are available again. Otherwise, you could check out if any of our resellers happen to have the product you are looking for in stock.

Where are your products produced and in what materials?

The products are designed in Sweden and produced in China. Please check out the product pages to see what materials they contain.

Can the product be customized? 

Currently we don’t offer product customizations but we are planning on introducing some customizations in the near future!