Our Service Standard
We value you and your custom. We aim to provide you with industry leading customer service and to make your experience on our website the highlight of your day. By applying a service fee supplement our support department has been able to invest in state of the art technology. Our data is showing that customers are already reaping the rewards of this major investment.. customer queries fell by 96% in 2009.
Please note: that due to lots of important stuff happening we are currently answering all correspondence within 90 working days (our normal response time is within 7 working days). If you have submitted a complaint, refund or expense claim within the last 14 days you still have a long time to wait. Please do not resubmit your correspondence as this will annoy us and will lead to a further delay in response.
Alpkit has a proven service track record in the industry with most of our orders arriving on time anytime and to some of the correct addresses.
For Praise and Appreciation
Joy d'Vision
Alpkit Service Guru
joy@alpkit.com
It is very rare that complaints against our service are upheld, however should you wish to voice your concern, then write to us including the following information:
ORDER NUMBER (e.g. AK***) - We cannot process concerns without this
Full Order Details
Product details
Please mark for the due attention of one of the following departments
For Complaints
Payne Indeneck
Alpkit Agony Uncle
Alpkit, UK
Selecting a shipping option is as it suggests an option. We will aim to ship your order by your preferred shipping method if it is convenient to us however, we reserve the option to use a different shipping method. Shipping options are non refundable. Delays may occur if you have ordered an unusual product or if we have run out of packaging materials.
| (UK Pounds/Euro or local currency equivalent) | Booked on www.alpkit.com | Booked via a Telephone | ||
| UK Pounds | Euro | UK Pounds | Euro | |
| Online Purchase (not charged on some promotional products) | £5 | €5 | £10 | €10 |
|
AlpBank Prepaid Debit Card As a special offer to the above card holders, Alpkit, for a limited period only, will not apply an administration fee. |
Free | Free | Free | Free |
| Administration Fee - Per product - This fee relates to costs associated with Alpkit's booking system and processing payments. | £5 | €5 | £5 | €5 |
| Priority Despatch Fee* - On less busy days we may take the initiative to add this service to your order without telling you | £4 | €4 | £5 | €5 |
| Monitor size - Per 1000 pixels transmitted | £.99 | €1.4 | n/a | n/a |
| Restocking fee - Per product variant | £2 | €2 | £2 | €2 |
| Premium Brand Label Add your own designer label, product may not include original packaging. | £50 | €100 | £80 | €160 |
| Disposal of returned packaging | £1 | €1 | n/a | n/a |
| Phone support per minute and includes waiting time |
Not Available Online | Not Available Online | £1 | €2 |
| Trade counter visit Fee charged per 5 minutes from entering premises |
£10 | €10 | £10 | €10 |
| Special Offer Admin Charge Fee charged per Order / A maximum of 5 item |
£10 | €10 | £20 | €20 |
| Staff coffee break supplement Based on every 100 customer orders placed |
£10 | €10 | £20 | €20 |
| Change of delivery address | £10 | €10 | £20 | €20 |
If you have made the mistake of ordering the wrong product you can return it to us. Customer Service Guru Joy recommends.. "Remember to consult the fee table above for an idea how much this may cost as it may actually be cheaper for you to retain your product."
Our too good to be to true 99p offers should be taken with a pinch of salt. We cannot guarantee to supply any of the products advertised in these offers however we hope you got a little giggle out of trying.
Last updated 1 April 2010.
