FAQ's

 

Shipping/Returns/Orders/Contact

    • When Will my Group Buy Order ship?
    • What is your return policy?
      • As a rule, I don’t accept returns due to the nature of these products. If you have a problem with your order, please email me and I will do the best I can to help out. If there are extenuating circumstances, return authorisation will be granted on a case-by-case basis. This does not affect your statutory rights. Customers must arrange return shipping themselves.
      • Please email jae@prototypist.net to arrange a return.
      • If you have re-sold any item purchased from Prototypist Keyboards, or are a purchaser of an item on the aftermarket, I am unable to offer a warranty or any after sales support. Replacements and support are only available to the original owner whilst they own the product initially. Once the item exchanges hands that support is no longer available.
      • Refunds are in GBP at the original amount paid. If you are overseas refunds may be greater or lower than the original amount due to fluctuations in currency exchange rates. We cannot cover any losses due to changes in the exchange rates.
      • Returns must be shipped in the original packaging or a safe equivalent that will protect the items inside. Please check with us if you are unsure. 
      • If the Keyboard has been built, soldered, had switches plugged or used in any way we are unable to accept a return.
      • If a Keyset has been mounted on switches we are unable to accept a return.
    • Can I buy across multiple Group Buys or Pre-Orders in one order to save on shipping?
      • The store wont stop you doing this however it is requested that you do not do so. There is a disclaimer at the bottom of every GB and Pre-Order page asking you not to do this, as well as a checkbox before you add items to your cart. 
      • If I see the order with items from multiple Group Buys I may cancel it outright.
      • If it slips through - non of the items will ship until they are all available.
      • In orders like this there may be a storage charge for items that have to wait to ship in the warehouse for longer than 4 weeks at a rate of £1 per week plus VAT where applicable.
    • I had something missing from my order
      • Some larger orders will be split over two packages or more. You can see this by looking at your box. If it is marked as 1/2 or 2/2 etc then this is the case. They may be delivered on different days. 
      • You can also see this on the DHL label applied to the front of the package. 
      • Looking at your tracking will also confirm if there is more than one package to wait for as there will be multiple item codes under the tracking number. 
      • If this is not the case and the item is missing - Please let us know about the missing item via email within 14 days of receipt. Where possible send a picture of what was included.
      • We keep pictures of all orders as they are picked and packed to help us identify missing items.
      • Replacements will be issued within 3 working days of notification and checking of our packing photographs.
      • After 30 days from delivery has elapsed we are unable to provide coverage for missing parts.
    • I had something damaged / a DOA PCB in my order
      • Please send an email with a photograph of the issue within 14 days of receipt of the order.
      • We will compare to our packing photos and either offer a replacement or return where this is due to a QC or shipping issue.
      • In some cases we may offer a small refund if we have no suitable alternative.
      • If the PCB has stopped working after you have soldered it we are unable to offer a replacement. Please test PCB's prior to build.
      • Warranty on PCB's arriving DOA is 30 days. After that time we will be unable to offer a replacement.
    • What are your working days?
      • We are open Mondays, Tuesdays, Thursdays and Fridays from 7am till 9pm.
      • Wednesdays, Saturdays and Sundays are not classed as working days.
      • Shipping only takes place on working days, and SLA's only count working days
      • Orders for collection will be available Mon, Tue, Thur and Fri between 9am and 5pm.
      • We are NOT open for collections on weekends or Wednesdays, or outside 9am-5pm even when working due to insurance reasons.
    • Can you offer cheaper shipping?
      • No, the shipping prices that are shown are directly pulled from DHL and are the actual price. These are the cheapest prices I am able to get at present.
    • Can I collect my order?
      • Yes - select Collection at checkout. You can collect at any time after we have let you know your order is ready. Our working days and times are listed above under 'Working Day's'.
    • What is your processing time?
      • I usually am able to ship out within 2-3 business days for in stock items; Group Buys usually within 14 days of receiving all parts, although often this is in less than 3 working days. 
      • Royal Mail shipping notifications for UK orders before 3pm will arrive within 3 working days (i.e shipping before 3pm on a Monday will arrive, Tuesday/Wednesday/Thursday). This is not a tracked service.
      • Royal Mail shipping notifications for UK orders after 3pm will arrive within 3 working days starting the day after (i.e shipping after 3pm on a Monday will arrive, Wednesday/Thursday/Friday). This is not a tracked service.
      • Royal Mail shipping notifications for International Orders can take up to 28 days to arrive and only offer partial tracking.
      • DHL Notifications will be fully trackable and should arrive within 48 hours.
    • Will you mark down the value of my order for customs?
      • No.
    • Where are you located?
      • I am located in West Yorkshire, United Kingdom
    • Can I change my shipping address?
      • Yes you can. Please log into your account (https://prototypist.net/account/login), update your address, then email me at jae@prototypist.net with a list of order numbers you need updating.
      • Please also include proof of your change of address such as updated Utility bill or other official document to ensure compliance with Data Protection rules.
      • For security and fraud reasons we can't change your address to a business one without some form of document.
      • I will complete this within 3 working days.
      • Please note that depending on where you are changing the address to, there may be additional shipping charges. Address changes will not be permitted for Group Buy Orders that have arrived at the warehouse.
    • I sent you an email and haven't heard back in a couple days.
      • We try to answer emails within 3 business days. Please send another email if you haven’t heard back after 3-4 business days. Sometimes I miss an email every now and then. I apologise for that! (Please remember, weekends and Wednesdays are not business days for Prototypist)
    • I sent you a reddit/discord/Instagram message, but I haven't heard back? What's going on?
      • While I try to respond to every reddit/discord/Facebook message, I am not always able to reply. Always use email to get in touch with me. 
    • Can you edit or change my order?
      • Yes - if you request an amend (add or remove an item for example) within 7 days of the order via email, your original order can be amended. If we remove an item a 7.5% re-stocking fee will be applied due to fees incurred from our payment providers for international customers.
      • If you make a second order to add items - I cannot merge these orders to remove delivery costs, always email first and ask to amend an existing order.
      • Note - we cannot add In Stock items to Group Buy or Pre-Order Orders / shipments. In Stock items must be purchased separately.
    • I submitted a chargeback and now cannot create new orders on the site
      • Where a chargeback has occurred we do not allow those customers to continue ordering from us due to the risk of fraud, and nature of chargebacks impacting the business. Always email jae@prototypist.net to discuss your concerns prior to issuing a chargeback.

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Quality Control

      • Renders / Colours and accuracy
        • Renders are a tool to understand via a visual aid how a product may look. Given the technologies employed these can look different depending on the render artist, the screen/device its being viewed on and the interpretation of the colours. These may mean that the final product does have some inconsistencies when compared to the original renders.
        • If these are deemed to be within tolerance then we will issue all orders as expected.
        • If there are any colour discrepancies that we view as being outside tolerances we may offer refunds or exchanges at our sole discretion depending on stock levels.
        • Where we offer refunds or exchanges we will email all affected customers and provide them choices based on what support we can offer all of our customers, ensuring a fair outcome for all.
          • Quality Control - What's acceptable?
            • Marks on the inside of metal keyboard cases do not constitute a QC fail. Often these are anodization hook marks or similar and are part of the manufacturing process. We will not offer exchanges or refunds for these.
            • Marks on the outside of metal keyboard cases are usually a QC fail. Please email me at jae@prototypist.net with a picture if you believe that there is an issue. Note - marks created during regular use will not qualify (for example inserting and removing a pen rail may cause marks over time, or brass may patina - this is expected from use)
            • Internal components such as PCB's or cables may be a different shade or even colour from those advertised. This can occur when PCB's are revised between rounds, but will not affect functionality or layout support. These do not qualify for a replacement or refund.
            • Cracks on Plastic keyboard cases may occur where fasteners such as screws are present. As long as it does not affect the holding power of the fastner, this is not a QC fail. Plastics can develop usage marks such as scratches / cracks over time. Where the integrity of the board and functionality is not affected, these do not qualify for replacement or refund.
            • I've modified / lubed / changed some switches and now I'm unhappy with them - can I return them?
              • No. Once switches are modified we cannot offer replacement or exchange.
            • My switches have bent pins, what’s going on?
              • This is normal and can happen from the manufacturer or at any point in the shipping journey. Bent pins can be carefully returned to straight and still used successfully.

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            Group Buys

              • What is a group buy?
                • Group Buys are a method of sale similar to a pre-order. Payments are collected ahead of time in order to submit a bulk order to a manufacturer for production.
                • Due to this, there is often an extended timeline from the order date to when the product is shipped out, with these timelines ranging from a couple weeks to several months.
                • In all Group Buys posted here on the site I will include on the order page an estimated timeline for production and shipment.
                • You missed your estimated timeline. What's going on?
                  • I provide weekly updates for all group buys, so that customers can stay informed and up to date on the progress. Many times unforeseen issues can occur, which can cause delays.
                    • Can I get a refund for my Group Buy purchase? I changed my mind.
                      • The nature of the GB process means that refunds are typically not available.
                      • That said, refunds may be made available on a case-by-case basis at my discretion, given extenuating circumstances. This is for Group Buys that are still live, and those that have closed. 
                      • If a refund is granted there will be a 7.5% re-stocking fee applied to cover costs incurred with our payment providers for international customers.
                      • You can of course return the item after receiving it does not meet your expectations. Please email jae@prototypist.net to arrange a return.
                      • If you do have a Group Buy refunded at my discretion it may impact your ability to join further group buys with us.

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                    Pre-Orders

                      • What is a Pre-Order?
                        • Once a Group Buy has concluded and the manufacturing has been paid for, some products may return as a Pre-Order.
                        • This is in effect a way to join a Group Buy after it has closed - and your items will ship at the same time as the group buy.
                        • Not all products will be available as a pre-order - please use the discord #suggestions channel if you would like to request a product come back for pre-order.
                        • Can I merge a Pre-Order kit with a Group Buy Order?
                          • No, Pre-orders are treated separately from the Group Buy shipments and cannot be merged.
                          • Why does a Pre-Order cost more than the Group Buy price?
                            • Group Buy pricing has a much lower margin, and many of the costs of production are not covered by the Group Buy revenue. Prices are raised for Pre-orders by around 15-20% to cover some of the additional costs incurred with manufacturing and general business running costs.
                            • Can I get a refund for my Pre-Order purchase? I changed my mind.
                              • Refunds may be made available on a case-by-case basis at my discretion, given extenuating circumstances. 
                              • If a refund is granted there will be a 7.5% re-stocking fee applied to cover costs incurred with our payment providers for international customers.
                              • If you do have a Pre-Order refunded at my discretion it may impact your ability to join further group buys or pre-orders with us.

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                            In Stock Orders

                              • When will my In Stock order ship?
                                • I aim to ship all in stock orders within 3 working days. Saturdays, Sundays and Bank Holidays are not classed as working days.
                                • Can I get a refund for my In Stock purchase? I changed my mind.
                                  • Yes, as long as the item has not shipped
                                  • If a refund is granted there will be a 7.5% re-stocking fee applied to cover costs incurred with our payment providers for international customers.

                                 

                                 

                                 

                                 

                                 

                                  If the answer you are looking for is not here - its probably going to be 42