Policies
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please review our returns and refunds policy below.
Our standard returns period is 30 days from the date you receive your order. If more than 30 days have passed since delivery, we may be unable to offer a refund or exchange.
To be eligible for a return, your item must be unused, uninked, undamaged and in the same condition in which it was received. It should also be returned with its original packaging, presentation case and any accessories supplied with the product.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Proof of purchase, such as your order confirmation or receipt, may be required before a return can be processed.
Many of our pens are individually handcrafted using natural wood, resin, acrylic and other materials. Natural variations in grain, colour, pattern, figuring and resin distribution are part of the character of each handmade piece and are not considered defects.
As each handcrafted pen may display slight differences from product photographs, these natural variations should be expected and make each writing instrument unique.
Products that have been personalised, engraved, specially commissioned, made to order or otherwise customised specifically for you may not be eligible for return or exchange unless they are faulty, damaged or incorrectly supplied.
Please ensure that all names, wording, symbols, finishes and other customisation details are correct before submitting your order.
Unless faulty or otherwise required by applicable law, we may be unable to accept returns for:
If your order arrives damaged, defective or incorrect, please contact us as soon as possible and provide your order details along with photographs of the item and packaging where appropriate.
Once we have reviewed the issue, we will advise you of the appropriate next steps, which may include repair, replacement, exchange or refund depending on the circumstances.
Once your returned item has been received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original method of payment. The time taken for the funds to appear in your account may vary depending on your bank or payment provider.
We reserve the right to reduce or refuse a refund where an item has been returned used, damaged, incomplete or in a condition that differs materially from how it was originally supplied, subject to applicable consumer law.
If you have been notified that a refund has been issued but have not yet received it, please check with your bank or payment provider as processing times can vary.
If you still have not received your refund after checking with your payment provider, please contact us at {email address}.
If you would like to request an exchange, please contact us before returning your item. Exchanges are subject to product availability and the condition of the returned item.
Personalised, engraved or custom-made products may only be exchanged where they are faulty, damaged or incorrectly supplied.
Where a pen is supplied with a presentation case, refill, ink, polishing product, cloth or other accessory, these items should also be returned where they formed part of the original product or set.
Missing or damaged accessories may affect the amount of any refund where permitted by applicable law.
Unless an item is faulty, damaged or incorrectly supplied, customers are generally responsible for the cost of returning the product.
Original shipping charges may be non-refundable where permitted by applicable law.
We recommend using a tracked and appropriately insured delivery service when returning valuable writing instruments or presentation sets. We cannot accept responsibility for returned parcels that do not reach us.
Please do not send a product back before contacting us.
Approved returns should be sent to:
{return address}
If an item was purchased as a gift, please contact us with the original order information. Any refund will normally be returned to the original payment method used for the purchase.
Nothing in this policy is intended to limit any consumer rights that cannot legally be excluded or restricted under applicable law.
If you have any questions about a return, refund, exchange or damaged item, please contact us at {email address} and include your order number where possible.
