Delivery & Returns

Christmas and New Year Orders

Last recommended posting dates for Christmas delivery for orders received before 4.00PM for items marked in-stock:

For UK customers:

  • Standard Royal Mail 24 Hour delivery (all orders except Special Delivery) Thursday 20th December.
  • Royal Mail Special Delivery (optional, but free on orders over £100) Friday 21st December.
  • DHL Express Thursday 20th December.

For overseas customers:

DHL Worldwide Express

Wednesday 19 December
Europe (EU & Non EU)

Tuesday 18 December
USA, Canada, Mexico

Monday 17 December
Rest of World

Royal Mail (International Tracked / International Signed)

Tuesday 18 December
Belgium, France, Ireland, Luxembourg

Monday 17 December
Austria, Denmark, Germany, Iceland, Portugal, Netherlands, Norway, Slovakia, Spain, Switzerland

Friday 14 December
Czech Republic, Italy, Poland, USA, Finland, Sweden

Monday 10 December
Australia, Greece, New Zealand, Turkey

Friday 7 December
Asia, Cyprus, Far East, Japan, Eastern Europe (ex. Poland, Czech Republic and Slovakia), Caribbean, Central & South America

Tuesday 4 December
Africa, Middle East

Canada
Due to the build-up of mail during and following the strikes by postal workers, Canada Post are no longer able to commit to their usual delivery aims. Royal Mail recommends sending Christmas items to Canada by Friday 14 December, though customers should expect continuing and significant delays to services over the Christmas period and well into the new year. Customers may wish to consider using DHL Express for urgent deliveries to Canada.

Orders placed after 4.00PM Friday 21st December to Friday 28th December will be dispatched on 28th December.

Orders placed after 4.00PM 28th December and before 4.00PM Wednesday 2nd January will be dispatched on 2nd January, when normal Monday to Friday dispatch resumes.

Extended Christmas Returns Period

During the gift buying season we are offering an extended returns period. Any order placed before 22nd December may be returned up until 15th January 2018. Returns are accepted provided they are in an unused / undamaged condition with any original packaging. N.B. Bespoke / engraved orders are not returnable.

Free UK delivery on orders over £10, where all items are less than 20mm thick (including box where supplied).

Free UK delivery on orders over £20, where any item is more than 20mm thick (including box where supplied).

The UK delivery charge on orders under £10, or under £20 if they contain items over 20mm thick will remain at £1.95.

International Orders

International orders can be made by selecting the destination country at the top of the page. A guide price will then be shown in your local currency, calculated on the current exchange rate. Your card will be debited in GBP, and the actual price charged in your local currency may vary depending upon the exchange rate used by your bank at the time of the transaction. Prices shown for EU countries will include UK VAT, which is payable under EU law. Prices shown for all countries outside the EU have UK VAT removed, but customers will be liable for any import duties or local taxes, if applicable.

The cost of international shipping is calculated by weight as you add and remove items to and from the basket. The shipping cost is shown at the top of the page. International shipping is normally limited to £7.50 in Europe and £10 for the rest of the world.

The Pen Company reserves the right to increase shipping charges for orders with a combination of high weight and low value. No changes to shipping charges shown will be made without prior permission of the customer.

All international shipping is via an air service appropriate to the weight and value of the order.

If your country is not listed please e-mail us at sales@thepencompany.com for further information.

Pre-order:

Items which are shown as available to pre-order such as the PaperBlanks diaries, have been ordered from our supplier but are not due to be delivered to us until the date shown in brackets.

Pre-order items can be purchased as usual from our site. Payment will be authorised, but no funds will be taken from your account until we dispatch the item to you. If in the meantime, your card authorisation has expired (e.g. passed 'valid to' date), we will contact you by 'phone for your current card details. Pre-order items will be dispatched as soon as we receive stock.

Available now:

Items shown as 'Available: Now' will normally be dispatched the same day if the order is received before 4pm Monday to Friday, excluding public holidays. Orders received after 4pm, at weekends, or during public holidays, will be dispatched the next working day.

Available 2 to 3 days:

Items shown as 'Available: 2 to 3 days' will normally be dispatched within 3 working days.

Available 4 to 7 days:

Items shown as 'Available: 4 to 7 days' will normally be dispatched within 7 working days.

Available 7 to 14 days:

Items shown as 'Available: 7 to 14 days' will normally be dispatched within 14 working days.

These lead times are based on our experience and reflect the time we would reasonably expect to receive replacement stock from our suppliers. However, unforeseen circumstances, such as delays through Customs, weather conditions, airport delays, or manufacturing problems, can mean that the lead times for some items will exceed the time given. We will always contact you in the event of a protracted delay.

Temporarily Unavailable:

Items which are shown as 'Temporarily unavailable' are items which we normally keep in stock, but for which we haven't been able to determine a delivery date. These items can still be ordered, but obviously won't be dispatched until we receive the stock.

Contact us for availability:

These items (usually limited editions), are to special order. e-mail us using the form provided on the item page and we will advise you of the current availability.

Discontinued

Discontinued items are no longer in production, we are therefore unable to supply the product.


Dispatched orders will normally be received the next working day.

If for any reason we can't dispatch within the period quoted, we will e-mail you, advising you of the revised dispatch date and giving you the option to cancel your order. If you have ordered more than one item, available items will be dispatched and delayed items dispatched separately.

Most orders are sent Royal Mail 'Special Delivery' and will need to be signed for. If you are not in, a card will be left for you to arrange a suitable delivery time, or to collect from a post office or sorting office.

It is the purchaser's responsibility to ensure that the delivery address is secure and that only authorised persons will be availabe to sign for the delivery. The Pen Company accept no responsibility for deliveries once they are successfully delivered and signed for.

You will receive an e-mail at the time of dispatch advising you that your order has been dispatched and the amount that your credit/debit card has been debited.

Returns

If during the fourteen days after delivery, you decide for any reason that you wish to return the goods, you may do so for a full refund of the purchase price.

All items must be returned complete and in an un-used condition with presentation box where appropriate and original packaging. Fountain pens must be returned empty and with the original ink/cartridge(s). Any damage to goods or presentation boxes due to fountain pen leakage or other cause, or in-complete returns, will be charged for.

Bespoke products such as those that have been engraved or otherwise altered at the request of the customer are not returnable unless they have been engraved or altered other than as directed by the customer, or are faulty.

Please contact us for return information and your returns reference, before you return any item.

Failure to receive goods

In the event that a customer fails to make appropriate arrangements with Royal Mail or other carrier to receive or collect the goods and as a result they are returned to us, we will refund the customers account with the value of the goods so returned, less our delivery expenses.

No payment will be taken from credit/debit cards until orders are dispatched.