Frequently Asked Questions

Ordering and Delivery FAQs

Which methods of payment do you accept?

Is my Credit Card Information Secure?

When will you despatch my order?

When will my order be delivered?

How much is delivery to the Scottish Highlands, Islands, Northern Ireland and Channel Islands?

Do you ship to Mainland Europe?

Are there any hidden costs?

Will I get a VAT receipt with my order?

What is your VAT number?

I have not received my order yet, where is it?

Accounts Related FAQs

Do you offer credit account for business customers?

I am a schools customer how do we set up an account with you?

Ink and Toner Cartridge FAQs

What is a compatible ink or toner cartridge?

What does OEM mean?

Will using a compatible cartridge affect my printer warranty?

How many pages will my cartridge print?

I have received my order but my printer is not listed on the box?

Troubleshooting FAQs

Why wont my printer recognise the replacement cartridge?

Returns and Refunds FAQs

What is your returns and refunds policy?

What is your return process?

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Ordering and Delivery FAQs

Which methods of payment do you accept?

We accept most major credit cards including Visa, Visa Debit, Mastercard, Switch, Solo and Visa Electron. Please note we do not accept American Express credit cards and we no longer accept cheques.

If you do not have a credit card we are able to accept a BACS transfer via your online banking account. If you wish to do this please email customerservice@nextdaytoner.co.uk and we will email you back our bank details to enable you to make the transfer. Once payment has been received your order will be despatched to you.

Is my credit card information secure?

Yes your credit card information is extremely secure. The Next Day Toner website uses the latest 256 bit encryption software provided by Comodo SSL to ensure that all information transferred to and from the site is done in the most secure way possible.

Depending upon your browser set up you should see a padlock symbol in the URL which indicates that the pages are being displayed under SSL encryption.
In addition, the website is protected by McAfee Secure which ensures protection for our customers against identity theft, credit card fraud, spam and malicious software.

If you have any queries at all about security or privacy please email us at customerservice@nextdaytoner.co.uk and we will be pleased to assist you further.

When will you despatch my order?

Orders placed by 4.30 p.m Monday to Friday will be despatched the same day.

Orders placed after 4.30 p.m on Friday and on Saturdays and Sundays will be despatched the following Monday unless it is a Bank holiday in which case it will be despatched the following Tuesday.

When will my order be delivered?

Our Standard Free Delivery Schedule is as follows:-

Orders placed by 4.30 p.m on Monday are delivered by 5 p.m on Tuesday

Orders placed by 4.30 p.m on Tuesday are delivered by 5 p.m on Wednesday

Orders placed by 4.30 p.m on Wednesday are delivered by 5 p.m on Thursday

Orders placed by 4.30 p.m on Thursday are delivered by 5 p.m on Friday

Orders placed by 4.30 p.m on Friday are delivered by 5 p.m. on Monday

Orders placed after 4.30 p.m on Fridays, Saturdays and Sundays delivered Tuesday

Please note the following exceptions:
We offer an express service for orders placed before 4.30 p.m Monday to Thursday which guarantees delivery before noon the next day for a ?10 surcharge.
Deliveries to the Scottish Highlands, Islands, Northern Ireland and the Channel Islands are subject to a delivery surcharge and delivery is a 2 day service.
During festive periods when courier services are suspended the above schedule will be subject to amendment. Please check the delivery icon in the header of the homepage for current delivery status information before you place your order.

How much is delivery to the Scottish Highlands, Islands, Northern Ireland and Channel Islands?

There is an £8 surcharge for delivery to the Scottish Highlands with AB or IV postcode pre-fixes and it is a 2 day service.

There is an £8 surcharge for delivery to the Isle of Wight, Isle of Man, Scilly Isles and Scottish Islands.

There is a £10 surcharge for delivery to Northern Ireland and it is a 2 day service.

There is a £20 surcharge for delivery to the Channel Islands and it is a 2 day service.

Do you ship to Mainland Europe?

Unfortunately we do not ship to mainland Europe at the moment and we have no plans to do so at present.

Are there any hidden costs?

There are no hidden costs whatsoever. All of our prices are displayed both exclusive and inclusive of VAT and we offer fast free next day courier delivery for all orders on the UK mainland with the exception of the Scottish Highlands.

Will I get a VAT receipt with my order?

You will receive a VAT invoice as an attachment when you get your order confirmation email which will arrive within minutes of you placing your order. If you need to obtain a copy invoice later on you can simply login to our customer account area using your email address and password and you will find a PDF invoice alongside each of the orders you have placed with us.

What is your VAT number?

Our Vat number is GB 990338302

I have not received my order yet, where is it?

Our couriers make deliveries on our behalf between 9 a.m and 5 p.m Monday to Friday according to our delivery schedule. 99.9% of our deliveries are made on time so please be patient as it is extremely likely that you will receive your order.

If you are concerned that your order is not going to arrive (perhaps your normal courier driver has already done his rounds for example) then please feel free to give our customer service centre a call on 0845 018 0760 and we will provide you with the tracking number so that you can track the progress of your order online or contact your local courier depot.

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Accounts related FAQs

Do you offer credit account for business customers?

Yes we do. If you would like to apply for a 30 day credit account with us then please fill in our credit application form and our accounts department will process your application and let you know within 24 hours what we can do for you.

I am a schools customer how do we set up an account with you?

We offer Schools, Colleges, Universities and other government funded bodies automatic credit accounts. Simply send us a purchase order via fax on 0118 928 2855 and a member of our public sector sales team will be in touch to confirm your order and set up your account.

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Ink and Toner Cartridge FAQs

What is a compatible ink or toner cartridge?

A compatible ink or toner cartridge is one which has been manufactured or remanufactured by a third party i.e not the original printer manufacturer. They go through stringent quality and performance testing and meet similar standards to the OEM cartridges and print just as many pages and in many cases a lot more. The main difference is that they cost a lot less and in the case of remanufactured cartridges they represent a more environmentally friendly alternative.

What does OEM mean?

OEM stands for Original Equipment Manufacturer i.e an OEM ink or toner cartridge is one manufactured by or on behalf of the same manufacturer as the printer.

Will using a compatible cartridge affect my printer warranty?

No, or at least, it should not because this is illegal. Some representatives or agents operating on behalf of the printer manufacturers perpetuate the myth that this is a possibility and have been known to threaten to void printer warranties if compatible cartridges are used.

In fact the competition authorities in both the US and the EU have made it very clear that to void a warranty on this basis would be anti-competitive and will not be tolerated. In fact the market leader, HP, makes this clear on their own website.

How many pages will my cartridge print?

It is not possible to give a precise answer to this question because there are so many different variables for example which printer you have, whether you are using a standard or high capacity yield cartridge, what kind of printing you are doing and what you are printing.

I have received my order but my printer is not listed on the box?

Many cartridges are compatible with so many different printers that it is not practical to display every one on the box and in some cases existing cartridges fit newly launched printers which were not around when the boxes were printed so do not be unduly concerned if your printer is not listed on the box.
If you are in any doubt however please contact us before you open the product packaging to confirm that we have sent you the correct cartridge for your printer.

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Troubleshooting FAQs

Why wont my printer recognise the replacement cartridge?

The first thing to check is that the cartridge is compatible with the printer in question. If you are unsure, you can always contact us and we can advise you accordingly.

Another common problem is the cartridge not being correctly inserted; some printers require a little more force than others to get the cartridge to fit and many people are understandably reluctant to put some more strength behind it because they are worried about damaging the printer.

If the cartridge has a copper contact plate you can try cleaning it with a small rubber or piece of cloth, then attempting to install the cartridge again. This is a common fix for Epson printers. Please note that most issues occur on a single cartridge so try to avoid installing more than 1 cartridge at a time. That way if you do have a problem you know which cartridge it is straight away.

As with many machines, turning them off and back on again after a few minutes can help it to clear the memory and they will start working again.

Finally, most printers have a print head cleaning program which is can be activated either on the printer itself or via the printer settings on the computer depending on the make and model. Once the ink cartridge has been installed this can be run three or four times (for best results) to clean the heads and to push the ink through and hopefully clearing any potential blockages.

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Returns and Refunds FAQs

What is your returns and refund policy?

Our returns and refunds policy is very simple, we offer a caste iron No Quibble No Hassle 30 Day product guarantee so you have complete peace of mind.

If you are not satisfied with the quality of the ink or toner cartridge we have supplied for any reason within the first 30 days we will offer you the option of a Next Day Exchangewhereby we will deliver a replacement product and collect the faulty product at the same time by next day courier at no cost to you.

If on the other hand you just want a full refund we will be happy to collect the faulty product from you and to process a full refund to your credit card.

Please note the above is a product quality guarantee and does not cover instances of incorrectly ordered product where we reserve the right to charge a restocking fee of up to 15 per cent of the value of the cartridge in addition to a collection fee of ?10 which covers the cost of the original delivery as well as the cost of theNext Day Exchange.

If you find that you have a problem with one of our products we have supplied and it is more than 30 days since you received your order we should still be able to help you as all of our products are covered by a minimum 12 month warranty. In this case please contact our Customer Service Team on 0845 018 0670 and we will be pleased to assist you.

What is your returns process?

If you would like to return or exchange your order it is not necessary to call us as we have an online returns process which is much quicker and easier to use. Simply follow the following 3 easy steps:

1. Login to your customer account which can be found at: https://www.nextdaytoner.co.uk/account using your the email address and the password you chose when you placed your first order and set up your customer account. (If you have forgotten your password then you can ask us to reset it for you).

2. Select the My Returns tab, let us know the reason for your return and submit the form to us.

3. Once we have received your request a member of our customer service team will email you your RMA number and confirm when the collection or exchange will be made.

Please note that if you have ordered an ink or toner cartridge incorrectly we reserve the right to charge you a restocking fee of up to 15% of the value of the cartridge in addition to a delivery charge of ?10 which covers the cost of the original delivery as well as the collection.