Frequently Asked Questions
(blog last updated 17/07/2012)
We have now moved into super new premises - our new telephone number is:
0044 (0)203 086 7603.
Please try and use the FAQ list below to answer your questions swiftly and efficiently or email our trained customer service team, who will respond directly:
LATEST NEWS
We are pleased to announce that we have received the first shipping stock of Eon Extreme flashlights - please bear with us whilst we catch up with our backlog of orders for this product and organise shipments over coming weeks (we estimate 2-3 weeks to fulfil entire backlog of current orders).
We now offer Cardsharp 2 utility knife with your name and/or message custom laser engraved - please see here.
Due to popular demand we have recently reissued our Eon Classic eco-flashlight (the world's first torch/flashlight to use superbight white LEDs) - please see here.
Eon Classic is also available including customer laser engraving - please see here.
In addition, we now offer a bundle deal including Cardsharp Black plus an Eon Classic which saves considerably on shipping and cusomization costs.
STANDARD DELIVERY LEAD TIMES FOR ALL ORDERS
Cardsharp Utility Knife (natural blade) - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Cardsharp Utility Knife (black blade) - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Eon Extreme Flashlight - this product is now in mass production:
All new orders are due to be shipped by within 28 days of online order being made.
Majority backlog orders are now shipped.
Poco Pro Camera - TBA.
Poco 3D Camera - TBA.
TRACKING YOUR SHIPMENT
Cardsharp 2:
Cardsharp 2 orders are shipped from Hong Kong via Hong Kong Post and then your countrys national postal service. Orders are shipped as soon as possible. Once an order is shipped a confirmation email containing tracking information is automatically sent. Sometimes there is a delay of a day or two before a shipped order is uploaded and becomes searchable on the Hong Kong Post website.
To track an order, please enter your tracking number into the relevant section of the Hong Kong Post website which can be accessed here. Once your order has left Hong Kong, it can be tracked using your countrys national postal service using the same tracking number. The Hong Kong post website offers a dropdown list which includes most countries postal services.
Please allow 7-10 working days for delivery. If your parcel has not arrived after this time, the most efficient option is to contact your local postal service directly. In most cases the item will have been held or undelivered and is awaiting redelivery/collection. If your postal service have not received the item then please contact Iain Sinclair Design Ltd directly and we will be happy to assist you.
EON EXTREME flashlight and POCO cameras:
Other product tracking - as soon as you product ships, you will be emailed a tracking number that can be entered at the following links:
Eon Extreme flashlight: http://www.ups.com/tracking/tracking.html
Poco camera collection: http://www.ups.com/tracking/tracking.html
DELIVERY
Please note: Our shipping company is unable to deliver to PO Box addresses. If this applies to you, please provide us with an alternative shipping address. You will also need to sign for your item upon delivery.
Would customers in China please provide their address in Chinese.
PRODUCT & PACKAGING
All products are currently shipped in high quality slimline eco packaging - please see these unboxing videos:
PAYMENT METHOD
(using SagePay)
We use a service called SagePay to process our online payments. This is a well established and reliable provider with a good reputation. We ask that customers enter as much information as possible when making payment through this service to lessen the chances of a transaction being rejected. This includes address, postcode, CV2 code and 3D secure password (these options may not apply to all countries and our systems will take this into account).
We are expecting to introduce more payment options soon (such as Amazon payments) but have no plans to revisit using Paypal at this time.
If you need assistance with ordering, please phone us on: 0044 (0)203 086 7603
(9am-6pm BST time).
AMENDED ORDERS
If our distribution team has already packed and shipped your order, we are unable to amend your order details. However, if your order has not been packed and shipped, our distribution team will happily change your order information - If you would like to amend your order, please fill out the simple web form here .
CANCELLED ORDERS
If our distribution team has already packed and shipped your order, we are unable to cancel your order details. However, if your order has not been packed and shipped, our distribution team will happily cancel your order information - if you would like to cancel an order - please fill out the simple web form here and we will refund your money ASAP.
We are unable to cancel of refund products that have been ordered including custom laser engraving as they cannot be used for other customers.
DISTRIBUTION AND WHOLESALE ENQUIRIES
If you are interested in becoming a distributor or wholesale for Iain Sinclair products, please fill out the simple web form here.
INVESTOR RELATIONS
If you are interested in investing in Iain Sinclair Design Ltd, please fill out the simple web form here.
AFFILIATE PROGRAM
Affiliates of Iain Sinclair Design can make money advertising our products using a specially provided link that allows them to earn 20% of all purchases made during shopping sessions generated from that link. If you are an individual (not trade organisation) interested in becoming an affiliate of Iain Sinclair Design, please contact us using the simple form here and we will contact you ASAP.
RETAIL, INTERNET & MAIL ORDER ENQUIRIES
If you are interested in becoming a retailer (including Internet or Mail Order) seller, please contact us here.
SHIP COST
Sinclair ship to most territories worldwide using a trackable service. Shipping is charged extra at cost at the following rates (we are not yet able to offer discounted shipping for multiple items as it actually costs us more to ship in some instances):
Cardsharp utility knife: £2.75 per unit
Eon Extreme flashlight: £10 per unit
Poco Pro camera: free - no charge
Poco 3D camera: free - no charge
CUSTOMER FEEDBACK
To help us improve our service, the Iain Sinclair team would be very grateful of any feedback - please fill out the simple web form here and we will listen to your feedback.
REFUND POLICY
If faulty we will replace - please see section 13.3 and 13.4 of the terms and conditions page on our web site at: http://www.iainsinclair.com/terms.html.
We are unable to cancel of refund products that have been ordered including custom laser engraving as they cannot be used for other customers.
LEGAL RESTRICTIONS (Cardsharp pocket knife)
Cardsharp is not to be sold to anyone under 18 years of age and extra age verification maybe required as part of payment process.
It is the responsibility of the customer, distributor or reseller to check legal restrictions in each territory being sold as these may vary in different locations worldwide.
Iain Sinclair inventors & designers do not consider the Cardsharp® utility knife to be a disguised or concealed knife as although similar in shape to a credit card, this has been designed to be easy to carry and no attempt has been made to design the knife to appear to be a credit card (with or without the benefit of closer examination/inspection).
Cardsharp's blade is under 3 inches (76 mm) and is visible when closed, so therefore, should be easily identifiable as a knife.
Note: Cardsharp® was originally designed as a lightweight surgical knife that can be easily transported and safely disposed of by hospitals and medical centers together with paramedics and aid workers throughout the world (without needing expensive and wasteful sharps containers).
