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+44 (0)1438 880 758 Mon-Fri (9.30am-5.00pm)

DELIVERY & RETURNS

 

COVID-19

Currently our business is operating as normally as possible.  However, these are unusual times and the current pandemic situation is giving rise to unusual challenges as the world (and businesses) tries to adapt to living under restrictive lock down / quarantine measures - we are attempting to deliver our normal service wherever possible, but these are not normal times!

All orders are being processed as normal - items marked "in stock" will be dispatched as soon as possible.   In stock items will be dispatched the same working day, if ordered by 4pm BST.

We, so far, have not seen a significant impact to our supply chain, however, the availability of some items/brands has become slower than normal to arrive into stock, or are temporarily unavailable.  

We are updating product availability information as soon as we are made aware of any issues.  Availability of each item is listed on the product page.  

If you have questions regarding the availability of an item please contact us.

In the event that we should have an issue with stock arriving for a customer order, we will make contact as soon as this apparent.  No payment is taken until stock is ready for dispatch

 

Delivery times

 

UK orders are currently unaffected, services are operating as expected, with only a few, occasional, minor delays with First Class post services.  For very urgent orders, we would recommend selecting a time guaranteed delivery options such as Special Delivery (£5.95 :  free on orders over £100),  or DHL Express (£8.95).

DHL Express shipments are currently all arriving as expected, with the exception of destinations affected by local issues/emergency regulations.

 

Airmail Services

Currently the following countries have suspended incoming Airmail services and we cannot ship to them until further notice (DHL will still likely be operating a courier service - if you require delivery to one of the countries below, please contact us for further information):

 

Airmail services to the EU

Due to the reduction in air travel, most Airmail to the EU is now travelling by road transport, this is not significantly affecting the service (unless there is local regulation preventing delivery), however, there may be a few days more transit time.  For urgent orders we recommend using DHL Express (available at the checkout)

Other Destinations

There may be longer than typical delivery times, as facilities such as Airports, Customs Offices and Postal Services adopt special operating measures.  Delays vary from destination to destination.  We thank you for your patience!

Again, for urgent orders we would recommend using DHL Express (available at the checkout).

We will update this information as the situation develops.

We wish everyone the best health in these strange times.

The Pen Company

 


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 [email protected] 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.