Buyer FAQ – BUYING ON QUIRKY.IM

How do I contact the seller about an item or order?

On Quirky.im, you are buying directly from an individual seller, who is usually the designer of the product, or a local producer.

If you have a question about an item:

Please contact the seller directly if you have a question about an item on the site, such as:

  • Can you make this item in a different colour or size?
  • Do you have more of this item for sale?
  • Can you ship to my country?

To do this, you will find their email address on the seller’s Shop page.

For questions about an order:
If you have placed an order and have a question such as:

  • Where is my order or when will it be posted?
  • My order hasn’t arrived.
  • My order has arrived damaged or broken.
  • I’ve received the wrong item.

Please email the seller directly first of all, as they are best placed to sort out any problems. You should have received a confirmation email containing the seller’s email address when you placed your order on Quirky.im. Their email address can also be found on their shop page.

If the seller does not respond to your email(s), please contact Quirky.im Support by emailing us at support@quirky.im and we’ll do our best to help.

Please also contact the seller directly if you would like to:

  • Ask about a particular product or it’s availability.
  • Ask about a custom item.
  • Organise a cancellation, return, refund or replacement.

How do I pay for an item?

All payments are sent from you to Quirky.im. At checkout you will be given the option to pay with your card to PaymentSense.

When will I receive my order?

Shipping times are set by the individual seller and are specified in the Seller Policies on each Shop page. This is the period within which the seller will post your item. Actual delivery times may vary depending on the method of posting, carrier, etc. For further information about shipping, please contact your seller directly. 

Contacting the seller: You will find the seller’s email address on their shop page.

When your item has been posted your seller should update the shipping status of the order. If you have registered for a Quirky.im user account, you can also check the shipping status in your dashboard area.

Missing orders

If you haven’t received your item after a few days  please contact the seller (please allow longer for international orders). If you do not hear from the seller within 10 days, please contact support@quirky.im and we will try to contact the seller for you.

Refunds

In the rare event of a shop not delivering the goods, we recommend that you cancel the order and request a refund from the seller. If the seller is unresponsive or non-compliant, and we have not been able to assist you, you should claim for a refund via your bank if you paid by card. 

Please make sure you report the seller to Quirky.im too, so we can take action.

How do I cancel my order, return an item or ask for a refund?

When you buy on Quirky.im, the sales contract is between each individual “seller” and “you”, the buyer. Quirky.im provides a service to facilitate that contract but is not responsible for it or its fulfilment.

Please note: Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.

Cancelling a transaction

You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing. The seller can organise your refund or simply cancel the order if it has not been paid for.

Get in touch with the seller by sending them an email. Their email address is provided on their shop page.

When contacting the seller, please state the order details (date of order, the username/ email address you used to order, item name, quantity, price, etc.).

Important: DO NOT send the cancellation form to Quirky.im, you MUST send it to the individual seller.

The seller will contact you to organise the return of the goods. Unless the goods are faulty, you are usually responsible for the return postage costs. The seller should provide a refund which includes the cost of outward postage within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have posted the goods back, whichever is soonest. The seller is entitled to deduct money from the refund if the item shows evidence of use which diminishes its value. 

Return of faulty goods

You have a right to return goods if they develop a fault up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact the seller to inform them of the fault so that they can try to sort the problem out for you.

Lost items

If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the individual seller to report a lost item.

In the rare event of a shop not delivering the goods please contact them for a refund.

Why can’t I purchase an item?

Order problems

If you are having trouble ordering please check that:

  • The item is for sale
    If there is a banner on the product which says that the item is unavailable, this may be that the item has expired or sold out. Please check the seller’s shop to see if a replacement or alternative is available.
  • The quantity you are trying to order is not available
    You cannot order more items than are available on the listing (for example trying to order 3 when only 2 are left). To order successfully you can either reduce the quantity or contact the seller to ask if they could list a higher quantity.
  • The seller ships to your country
    Shipping information shows at the bottom of each listing. If you are requesting shipping outside the UK, check the listing to see if the seller ships to the country you have specified. If the country is not listed please contact the seller to see if they could arrange shipping for you.
  • Has the order already been confirmed?
    If all of your items suddenly become unavailable part-way through an order, please check your email account to make sure that the order has not already been confirmed. If it has, you will have received an automated email from the Quirky.im team thanking you for your order. 

Payment problems

If you have difficulties please contact support@quirky.im to let us know. If you could give them the details they may be able to help you solve the problem or arrange payment another way.

If you are still unable to complete your purchase, please send us a link to the item you are trying to buy and we’ll do our best to help.

I don’t live in the UK, can I shop on Quirky.im?

Quirky.im supports buyers from the countries in the following zones:

  • United Kingdom, including the Channel Islands
  • Europe (including Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Republic of Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden).
  • Rest of World (Australia, Canada, China, Croatia, Hong Kong, Iceland, India, Israel, Japan, Malaysia, Mexico, New Zealand, Norway, Russia, Singapore, South Africa, Switzerland, Turkey, Ukraine, United States of America and anywhere else that is not subject to our Sanctions Policy).

Individual sellers have a choice which zones from this list that they would like to ship to. To find out whether they ship to your country, look for the shipping details at the bottom of each item page. Select the country you live in – if there are no shipping rates listed the seller does not ship to your location. If you would particularly like to purchase an item you can contact the seller via email to see if they will agree to arrange delivery.

Please note that shipping costs may be expensive, and due to Brexit you may be required to pay an import surcharge in order to take delivery of your order.

How do I leave feedback or a review for my order?

Good reviews and ratings are extremely important to our sellers so, if you are happy with your order, please take a moment to leave a review if you can.

How to leave a review

It’s quick and easy – you don’t need to be signed in. Please watch the short video which shows how you can leave a review for your product.

You are asked to rate your experience with the seller from 1-5 stars, one star being disappointing, five stars brilliant. If you want to, you can also leave a comment and your name. The rating is visible immediately.

I’m not happy with my order

If, for any reason, you are unhappy with your purchase please contact the seller before leaving negative feedback. They should be able to sort out any issues and/or organise a refund or a replacement for you. If you have any trouble organising a refund or replacement with your seller, please open a support ticket to let the Quirky.im team know, and we’ll do our best to help.

Changing your review

Occasionally people leave the wrong feedback by mistake, or change their mind after they have left it. We will only change the feedback that someone has left with their agreement.

In the event of a mistake or resolved dispute please use the ‘contact us’ link or email us at support@quirky.im to open a Support ticket and we’ll be happy to help.

Last updated: 10 March 2021