Customer Information / Terms & Conditions
Below you will find answers to the questions that we are most frequently asked but if you have any queries please do not hesitate to get in touch with us.

Ordering

How To Order
Our online shop opens soon.

Last Order Time
Our last order time for next day despatch: 4.00pm

5.00pm GMT Monday – Friday

Stock Levels
We hold stock in our distribution centre so generally all items will be in stock for next day delivery. The website shows the quantity available in group stock for delivery.

If any item will be out of stock for longer than 24 hours we will call you to advise of the expected date. If a standard stock item is on back order you do of course have the right to cancel without surcharge.

All prices shown are provided in good faith and may be altered without prior notice. If a product has been incorrectly priced we reserve the right to adjust the price and to charge or refund the difference after contacting the customer to advise them first.

Payment
We accept all major credit / debit cards and PayPal for online orders.

Credit Accounts
We do not offer credit accounts. Payment must be made prior to despatch / collection.

Fraud Checks
We reserve the right to cancel any order we suspect to be fraudulent. If this happens, payment will be refunded. Providing accurate contact details can help us verify orders more quickly if needed.

Delivery

Order Fulfilment
All orders placed before the cut-off time will be despatched the same day (subject to stock availability and necessary checks). If there are any issues with your order, we will contact you.

Courier Selection
In the checkout process you can select your preferred delivery method. The delivery options are determined by the time the order is placed, your location and the overall weight of the order. We will, where possible use your preferred delivery method.

Costs
Full information on delivery costs and timescales are shown here.

Tracking
When your order is picked and despatched you will receive an email which will contain the courier tracking number if a courier delivery service has been selected in the ordering process.

Delays / Loss In Transit
If an order is delayed by a courier we will endeavour to keep you informed and chase up the courier on your behalf. If a courier informs us that a consignment is damaged or lost we will, at our expense send out a replacement using the same type of delivery service as the original order, eg next day courier.

Liability
If you have paid for a next day delivery but the order was not despatched by Dark City C.I.C on the correct day to meet this requirement then liability is limited to the refund of any delivery cost paid (if any). We are not liable for next day delivery costs associated with orders that we despatched on time but have failed to arrive due to the courier. If you give instructions to a courier to leave the parcel without your signature then we are not responsible for any loss incurred. We do not pay compensation for any consequential loss under any circumstances.

Force Majeure
Dark City C.I.C shall be entitled to cancel or delay delivery of orders if it is delayed, hindered or prevented from delivery through circumstances beyond its control. Such circumstances shall include (but are not limited to) industrial action, accident, fire, Act of God or failure to deliver by couriers, hauliers or shipping lines.

Returns / Damage / Picking Errors
If you have received an incorrect item, something is damaged or missing or you need to return a product to Dark City C.I.C please contact us.

Customer Care

Customer Services
Our customer services team are here to help. If you have any queries about a product or an order please do not hesitate to get in touch. You can call us on 0161 298 0298 or email info@darkcity-projects.com

Resolving Issues
At Dark City C.I.C, we are committed to providing exceptional service. However, we recognize that occasional issues may arise. We kindly request that any concerns be communicated respectfully. Please be aware that certain requests, such as despatching a replacement order via taxi or seeking excessive compensation for delivery delays, are not feasible.

In instances of abusive behavior, we reserve the right to cancel the order and issue a refund, provided the goods have not been received. Additionally, we are unable to offer compensation for any consequential losses.

Should a customer initiate a pre-emptive chargeback through their card provider without first engaging with our customer service team, or if an unwarranted or unjustified chargeback claim is made, Dark City C.I.C reserves the right to impose an administrative fee of £50. This fee covers the processing and handling costs associated with managing the chargeback and is applicable and enforceable under the laws of England and Wales.

Telephone Calls
In order to maintain the highest standards of customer service and to help with the ongoing staff training, we record all telephone calls. Information may be used to clarify points in a conversation, eg. what was requested on an order but can be used internally for any use the company sees fit.

Customer Comments
We welcome comments from existing, new or potential customers. If we have done a good job or you feel we could have done better please do let us know. Maybe you have a comment about the website or a product. You can call us on 0161 298 0298 or email us as info@darkcity-projects.com. We will reply to all comments made.

General

Privacy
All information that is gathered by this website either passive or by request will be kept within the Dark City C.I.C. It is company policy to adhere to the Data Protection Act. We do not store any financial information provided by clients. For full details on our privacy policy please click here.

Copyright
All content, including text, product descriptions and product photography are copyright Dark City C.I.C. The Dark City C.I.C logo is a registered trademark. No part of this website may be used without the prior written consent of the senior management of Dark City C.I.C. Any copying of information without prior consent will be dealt with through legal channels. If you wish to request permission please email info@darkcity-projects.com.

General
Dark City C.I.C/Ancient Apothecary operates as a trading name of Dark City C.I.C. Dark City C.I.C is registered as a limited company in England and Wales.

Retention of Title
The risk in all goods passes to The Buyer upon delivery. The title in the goods remains vested in The Seller (Dark City C.I.C/Ancient Apothecary) and shall only pass from The Seller to The Buyer when full payment has been made to The Seller.

The Buyer agrees, if payment has not been received for the whole price of the goods, The Seller or appointed agents may enter The Buyers premises to collect such goods should The Seller request.

Jurisdiction
These terms and conditions and all contracts entered into under them are governed by and are to be construed in accordance with the laws of England and Wales. You agree to submit to the jurisdiction of the Courts of England and Wales in relation to any contract entered into under these terms and conditions.