Getting help

One inbox, read by the person who built this. Most questions below are answered faster by a page than by an email — but if yours is not, write, and you will get a reply from a human rather than a ticket number.

Write to us

Email: hi@inkwharf.com; One inbox, read by the person who built this. Most questions below are answered faster by a page than by an email — but if yours is not, write, and you will get a reply from a human rather than a ticket number.
Reply time: Within 48 hours; Usually sooner. 48 hours is the promise rather than the average, because a promise that holds in a bad week is worth more than one that reads well in a good one.
Who answers: Chris Nohall, trading as Inkwharf; One person, not a support desk. There is nobody to be escalated to, which is both the limit and the point.
Where we are: the Republic of Korea; Thirteen hours ahead of New York in summer, fourteen in winter — so an email sent at the end of a US evening is usually read the following working morning here, and answered before the next one starts.

Email support

What to include

None of this is required. It is what turns a question into an answer instead of into a reply asking which book you meant.

Your shop's address, if you have one — the whole link is easier than the handle.
The title of the book, if the question is about a particular one.
What you did, what you expected, and what happened instead. In that order, and one sentence each is plenty.
A screenshot, if there is something on screen. It is worth more than a description of it.

If you sell books here

These four cover most of what comes in. Read the one that fits before you write — each is a longer answer than an email would be.

Payments, payouts and connecting Stripe

What a connected account has to clear before the buy button switches on, why a shop can be live and still not selling, and what test mode does.

How it works

Plans, ceilings and what a sale costs

What each plan includes, what happens at the sales ceiling, and the full fee arithmetic on a card sale and a bitcoin one.

Pricing and fees

Refunds, tax and chargebacks

You are the merchant of record: the money lands in your account and never in ours. That makes these yours to handle, and it is why we cannot do them for you.

Refund terms

Seeing the studio before you commit

A working studio with sample books in it, so you can see what uploading, pricing and publishing actually involve without opening an account.

Open the demo

If you bought a book

You bought from an author, not from us. That changes who to ask, and for one of these it changes it entirely.

You have lost your download link

Put in the email address you paid with and the link is sent again. It works years later, and it works for any author's shop — you do not need to remember whose book it was.

Find my download

You want a refund, or the file is wrong

Ask the author. They took the payment, they hold the money, and they are the only one who can return it — no part of the sale passed through this site. Their address is on the shop you bought from and on your receipt.

How buying works

The book will not open on your device

Every file sold here is a plain EPUB with no DRM, so it opens in any reader. The download page has an in-browser reader and a send-to-Kindle button if the file itself is being awkward.

Try the reader

Something about your data

A copy of what is held about you, or its deletion. Write to the inbox above and say which — it is the same address for both, and it is monitored for exactly this reason.