Frequently Asked Questions

My order is still pending validation

When you place an order on our site, it may remain pending validation for various reasons:

  • We process orders Monday through Friday. If you place your order on Saturday for example, it will be processed at the beginning of the following week.
  • We need to verify an item
  • You asked us to delay the shipment of your order

However, in 90% of cases, your order is processed during the day during the opening days and hours of our offices.


How the loyalty program works

By being a customer of our online store, you automatically benefit from the loyalty program unlike other websites which offer you to buy a card.

The operation is very simple:

  • Every 10 € of purchases you earn 1 € on your loyalty account
  • You accumulate your euros and can transform them into coupons for your future orders
  • Certain categories such as Poppers or certain products do not earn loyalty points.

(* You cannot request payment for accumulated winnings. They can only be used on our online store.)


My order is in "Procurement process"

Sometimes we need to place your order "on hold" for two reasons:

  • One or more products are not available. In this case we take the time to contact you by email or phone
  • Due to a stock error, one or more products are no longer available

Be aware that this case is extremely rare and that it concerns less than 1% of orders processed.


I've lost my password

If you have lost your login password, go to the login page and click on the "Forgot your password ?" Link.

You must then indicate the email address used when creating your account. An email will be sent to you, it will allow you to renew your password.

If you do not remember the email address used when creating your online account, please contact our team by phone at 01.42.60.21.59 from Monday to Friday from 10 a.m. to 6 p.m.


One or more products are missing in my package

One or more products are missing from your package. You must contact us so that we can verify if this is a preparation error on our part. If, however, you receive a damaged and opened package, we will ask you for a photograph of the package in order to initiate an investigation with the delivery provider.

Contact us by email or phone from Monday to Friday from 10 a.m. to 6 p.m.



Avant de nous contacter, veuillez consulter notre rubrique FAQ qui peut répondre à vos questions



Section F.A.Q.

MY CUSTOMER ACCOUNT
How to create an online account

To place an order on our site, you must have a customer account. Go to the "Connection" tab at the top of the site then click on "No customer account ? Create one"


Access my account

To access your customer account, click on the "Connection" tab at the top of the site. Once on the login page, enter your email address and password.


I've lost my password

If you have lost your login password, go to the login page and click on the "Forgot your password ?" Link.

You must then indicate the email address used when creating your account. An email will be sent to you, it will allow you to renew your password.

If you do not remember the email address used when creating your online account, please contact our team by phone at 01.42.60.21.59 from Monday to Friday from 10 a.m. to 6 p.m.


I am a professional customer (B2B)

Resellers or professional customers, you have a website dedicated to you. Your login details cannot work on the site www.dark-ink.com


MY ORDERS
My order is still pending validation

When you place an order on our site, it may remain pending validation for various reasons:

  • We process orders Monday through Friday. If you place your order on Saturday for example, it will be processed at the beginning of the following week.
  • We need to verify an item
  • You asked us to delay the shipment of your order

However, in 90% of cases, your order is processed during the day during the opening days and hours of our offices.


My order is in "Procurement process"

Sometimes we need to place your order "on hold" for two reasons:

  • One or more products are not available. In this case we take the time to contact you by email or phone
  • Due to a stock error, one or more products are no longer available

Be aware that this case is extremely rare and that it concerns less than 1% of orders processed.


How to modify my order

If you have already placed your order online and want to change it (change a product, size, color or delete a product), you cannot do so directly from your customer account. 

You must contact us by phone Monday to Friday from 10 a.m. to 6 p.m. and as soon as possible before your order is shipped. Once your order has been processed by our team, we no longer have the possibility to modify it.


How to cancel my order

You have just placed an order on our site and wish to cancel it. You have the option of asking us to cancel your order without justifying your choice. This request must imperatively be made before your order is processed by our team. An order already in shipment can no longer be canceled, you will then have to return your package to us once it has been received.

  • The cancellation request must be made by telephone preferably and during the opening hours of our offices.
  • In this case, call us at 01.42.60.21.59 from Monday to Friday from 10 a.m. to 6 p.m. indicating your name and order number.

DELIVERY
What are the available delivery methods

We offer several delivery methods depending on your geographic location.

For Europe and other destinations available in the world:

  • Home delivery by Post in Colissimo
  • Fast delivery by Chronopost

For France only:

  • Home delivery by post in Colissimo
  • Delivery to parcel relay points by Colissimo
  • Fast delivery in Chronopost

Also available if you live in Paris and the Near suburbs:

  • Courier delivery during the day (find out more)
  • Free pick-up at our premises

I did not get my package

Please check with your local post office. It sometimes happens that the package is made available to you at their premises.

If, however, you do not have news of your package, you can contact us by email or by phone from Monday to Friday from 10 a.m. to 6 p.m.


One or more products are missing in my package

One or more products are missing from your package. You must contact us so that we can verify if this is a preparation error on our part. If, however, you receive a damaged and opened package, we will ask you for a photograph of the package in order to initiate an investigation with the delivery provider.

Contact us by email or phone from Monday to Friday from 10 a.m. to 6 p.m.


LOYALTY PROGRAM
How the loyalty program works

By being a customer of our online store, you automatically benefit from the loyalty program unlike other websites which offer you to buy a card.

The operation is very simple:

  • Every 10 € of purchases you earn 1 € on your loyalty account
  • You accumulate your euros and can transform them into coupons for your future orders
  • Certain categories such as Poppers or certain products do not earn loyalty points.

(* You cannot request payment for accumulated winnings. They can only be used on our online store.)


Where to find my acquired points

You can see your loyalty points acquired directly from your customer area. On your account, click on the "My rewards" tab.

Here you can:

  • See accumulated points
  • See the points that can be used now
  • Convert your points into coupons to use on a next order

(* Canceled orders and products do not give right to loyalty points)


Use loyalty points with other coupons

You cannot combine a loyalty discount with another discount code on our site. When ordering, you must choose what is most interesting for you, use the discount code offered or use your loyalty points.


RETURN AND COMPLAINTS
I would like to return a product

You have the right to return one or more products to us up to 14 days after receipt of your order. This return may be the subject of an exchange, a credit note or a refund. The return of products is possible in several cases:

  • You ordered a product in error
  • One of the product appears to be defective
  • You have changed your mind about one of the products

However, be aware that the right of return is subject to certain requirements:

  • The product (s) to be returned must not be used and must not show signs of use
  • Underwear never worn, never washed and with their labels
  • Accessories and sex toys in their original packaging with no signs of wear

In all cases, you must contact us by phone or email to let us know your willingness to make a return. We reserve the right to refuse this return if it does not meet the points indicated above.


How to return a product

After acceptance of your product return request, you can return the product (s) concerned to us by post. Please indicate your order number inside the package; this will make it easier to process your return.

Return address:

DARK-INK

42 QUAI DE JEMMAPES

75010 PARIS

FRANCE


MY PERSONNALS DATAS
Are my personal data secure

Your personal data is stored on a secure server. We attach great importance to securing information relating to our customers.

  • The site www.dark-ink.com benefits from an encrypted SSL certification
  • We do not share your information with other sites
  • Your payment information is automatically deleted from our server after payment is made

How to rectify or delete my personal data

You have access to your customer account 24/7. You can modify and correct your account information at any time directly from your customer interface.

In accordance with the European GDPR regulations that we respect, you can also request the rectification or deletion of your personal data by contacting our team. This request must be made by email or in writing only.


CONTACT US
How to contact our customer service

If you cannot find answers to your questions on this page, you can contact us:

  • By phone from Monday to Friday from 10 a.m. to 6 p.m. at 01.42.60.21.59
  • By Email by sending your request from our contact page here