The Pen Shop — store policies

Delivery Information

We offer free tracked delivery on all purchases over £40.

All purchases over £100 will be sent free of charge on a next day delivery service.

We offer flexible delivery options, including Safeplace and Delivery to a preferred neighbour.

You can even change your delivery options before the delivery is attempted.

Delivery Times and Charges

Royal Mail First Class Service for orders below £40

Time: 1-3 working days

Delivery charge (inc VAT): £3.60

Royal Mail Tracked Service for orders over £40

Time: 1-3 working days

Delivery charge (inc VAT): FREE

Royal Mail Next Day Delivery Service for orders over £100

Time: Next day

Delivery charge (inc VAT): FREE

Orders placed by 3pm on any working day will be processed and despatched the same day.

Any order placed after this time will be processed and despatched the next working day.

Orders placed on bank holidays and weekends will be despatched on the next working day.

Customers outside the UK will not be charged vat. It is removed at checkout once you have selected your delivery country.

If you have chosen to engrave an item this can add 2-3 working days to your order. If you need it sooner please let us know and we will try to deliver it as soon as possible.

If you have not received your order, please let us know within 7 days , so we can follow up with the Courier service.

International Shipping

Location	Shipping Cost	Expected Delivery	Shipping Courier
USA	£7.50	5-7 Days	Royal Mail
Europe	£7.50	5-7 Days	Royal Mail
Middle East	£7.50	5-7 Days	Royal Mail
Rest of World	£10	5-7 Days	Royal Mail

Our Promise

Trusted For 70+ Years | 30,000 Orders Shipped

Try at home | 60 Day No quibble Refund

Price Promise | Price matching for major retailers

View Best Sellers

New Arrivals

• -20% Kingsley Classic Leather Single Pen Pouch £14.95 Original price was: £14.95.£11.96Current price is: £11.96. Add to Basket
• -20% Graf von Faber-Castell Classic Thuja Wood Fountain Pen £670.00 Original price was: £670.00.£536.00Current price is: £536.00. Add to Basket
• -20% Graf von Faber-Castell Classic Thuja Wood Rollerball Pen £520.00 Original price was: £520.00.£416.00Current price is: £416.00. Add to Basket
• -20% Graf von Faber-Castell Classic Thuja Wood Ballpoint Pen £450.00 Original price was: £450.00.£360.00Current price is: £360.00. Add to Basket
• -20% Graf von Faber-Castell Classic Thuja Wood Prop. Pencil £450.00 Original price was: £450.00.£360.00Current price is: £360.00. Add to Basket

Returns Policy

We offer a no quibble refund guarantee within 60 days of purchase.

We hope you’ll be delighted with your purchase but understand there may be occasions where you feel it necessary to return an item.

If the product has been engraved, damaged or used we can not offer a refund. 

We aim to make the process as simple as possible !

Incorrect items delivered

In the unlikely event you receive the incorrect items, you must notify us within 3 days of receipt of the delivery and we will make sure the correct items are sent to you immediately. 

Damaged or faulty goods

In the unlikely event that your receive an item that is damaged or faulty, we will offer a full refund within 60 days of purchase.

To return the damaged or faulty item, please follow the simple process for returning an order above

We will refund any delivery charges you have paid, when we issues the refund.

Our terms and conditions do not affect your statutory rights.

International Orders

If you have received an order that has been sent internationally and you would like to return it, please send it back with a note with your order number and reason for return. 

If the item is faulty or we have made an error with the order, please contact us so we can arrange return postage free of charge. I f the product is not faulty and the order was sent correctly but you would still like to return, it is the responsibility of the customer to pay for the return the order.

Terms and Conditions

Updated 3rd May 2019

Welcome to The Pen Shop’s Online Shop at www.penshop.co.uk (the ‘Site’). This Site and its supporting operation is managed by the Pen Shop Trading Limited (registered U.K. number 11882469 ). Please read the following policies carefully before using the Site. By using the Site, you signify your agreement to be bound by these conditions.

In these policies, the following definitions apply:

“The Pen Shop” (also referred to as ‘we’ and ‘us’) means The Pen Shop Trading Limited, trading as The Pen Shop and any other connected organisation that supplies the goods to you and any successor to its business, registered in England & Wales No. 11882469 whose registered office is at The Pen Shop Trading Ltd, 24 Newgate Street, Morpeth, Northumberland, NE61 1BA, United Kingdom.

“Site” means The Pen Shop’s online shopping website at www.penshop.co.uk.

“Shop” means The Pen Shop’s Online Shop for online ordering of merchandise located at www.penshop.co.uk.

“We and Us” means The Pen Shop Trading Limited trading as The Pen Shop either alone or together with you, as the context requires;

“Working day”, means every day of the year except weekends, and English statutory public holidays;

“You” means the person ordering the goods subject to these terms and conditions;

Our details: The Pen Shop Trading Ltd, 24 Newgate Street, Morpeth, Northumberland, NE61 1BA, United Kingdom.

Registered in England under no. 11882469

VAT registration no GB 317958466

To contact us by telephone, please ring 0191 4870033 or by email at [email protected].

Lines are open between 9am – 5pm on weekdays (Excluding Bank Holidays).

Terms and conditions applying to items purchased before the above date can be obtained by emailing [email protected]

I. Terms of Use

These are the general terms and conditions of The Pen Shop governing your use of the Site.

1. What you are allowed to do

1.1 Purchase goods from the Shop, provided you accept the Terms of Sale, which will apply to any contract made between you and The Pen Shop for the purchase and sale of goods from the Shop. These terms are outlined in Section 2 below;

1.2 Browse the Shop using a compatible web browser. Permission to browse the Shop includes permission to make transient or cached copies of parts of the Shop to the extent that this occurs in the normal course of using your browser and that these copies are used only to facilitate current or subsequent access to the Shop by you;

1.3 Print a copy of any page of the Shop; for your own personal purposes, provided you do not do any of the things set out under “What you are not allowed to do”.

2. What you are not allowed to do

2.1 You may not remove or change anything on the Shop;

2.2 You are not allowed to copy or use any material from the Shop for any commercial purpose;

2.3 You are not allowed to remove or change any copyright, trade mark or other intellectual property rights notices contained in the original material or from any material copied or printed off from the Shop.

3. Your personal information

3.1 Usage of your personal information is governed by The Pen Shop’s Privacy Policy, which forms part of these General Terms of Use.

4. Usernames and Passwords

4.1 If you want to purchase something from the Shop, we will ask you to register an account with us. During registration, you will be asked to provide your email address and password, which you can use to make a purchase;

4.2 You must keep your password(s) confidential at all times, and must not disclose the password(s) or permit anyone else to use your password(s). Any breach of any of these terms by anyone to whom you disclose the password(s) will be treated as if the breach had been committed by you, and will not relieve you of your obligations under these terms of use;

4.3 In the event of any failure or error in the operation of a password(s), you shall cease using the password(s) and exit the Shop immediately, and notify The Pen Shop of such failure or error.

4.4 You consent to us using your email address to send basket recovery.

5. Rights

5.1 All intellectual property rights in any material (including text, photographs and other images and sound, downloads, software, trade marks and logos) contained in the Site is either owned by The Pen Shop or has been licensed to The Pen Shop by the rights owner(s) so that The Pen Shop can use this material as part of the Shop. These rights are protected by United Kingdom and international copyright and database right laws. You are only allowed to use this Shop and the material they contain as set out in these terms.

6. Third party websites

6.1 This Shop also contains links to other third party websites, which are not under the control of and are not maintained by The Pen Shop. Any such links do not constitute an endorsement by The Pen Shop of any products or services available on such sites. The Pen Shop provides these links for your convenience only and you use such links entirely at your own risk. We accept no responsibility for the content or use of such sites or information contained in them.

7. Suspension and termination of accounts

7.1 The Pen Shop may suspend the operation of the Site for repair or maintenance work or in order to update or upgrade the contents or functionality of the Shop from time to time. Access to or use of the Shop or pages linked to it will be not necessarily be uninterrupted or error free;

7.2 The Pen Shop may terminate your account(s) immediately in the event you breach any of these terms of use or if you are late or do not pay any sums due to The Pen Shop.

8. Enquiries or complaints

8.1 If you have any enquiries or complaints about the Site then please address them to:

Customer Services

The Pen Shop, 24 Newgate Street, Morpeth, Northumberland, NE61 1BA

Email: [email protected].

9. General and governing law

9.1 The Pen Shop may change these terms of use from time to time and will endeavour to notify you of any major changes by posting a message on the Site. By browsing the Site you are accepting that you are bound by the current terms of use. Please review this policy each time you use the Site as it is subject to change at any time by The Pen Shop without notice to you;

9.2 This Agreement constitutes the entire agreement between The Pen Shop and you and supersedes all prior agreements, representations, statements and understandings between The Pen Shop and you regarding the use of the Site. You agree that you have not relied upon any representation or statement not recorded in these Conditions in entering into this Agreement.

9.3 The failure of The Pen Shop to exercise or enforce any right or provision of this Agreement or the delay by The Pen Shop in so doing shall not constitute a waiver of such right or provision. If any provision of this Agreement is held invalid, the remainder of this Agreement shall continue in full force and effect. The section titles in this Agreement are for convenience only and have no legal or contractual effect.

9.4 These terms and conditions shall be governed and interpreted in accordance with English law, and you consent to the non-exclusive jurisdiction of the English courts in respect of any dispute arising there from.

II. Terms of Sale

This Terms of Sale Policy forms part of the General Terms of Use, which governs your use of the Site, and encompasses purchasing activities on the Shop.

1. The Sales Terms

Should you purchase any goods from the Shop, you will be contracting with The Pen Shop on the terms outlined below. Please read these terms and conditions carefully.

1.1 These Terms of Sale (“Sales Terms”) govern the supply of any goods you order via this Shop. Please read through the Sales Terms carefully. If you do not agree with the Sales Terms, do not order any goods from this Shop. If The Pen Shop accepts any order for goods from you, then its agreement with you will be made on these Sales Terms.

1.2 Please note that The Pen Shop reserves the right to amend the Sales Terms from time to time. The Pen Shop will publish the amended Sales Terms on the Shop and any new versions of the Sales Terms will come into effect as soon as The Pen Shop publish them on the Shop (with the exception that any orders that The Pen Shop have already accepted from you prior to any such change will be subject to the Sales Terms in force at that point). If you use the Shop after The Pen Shop has published the new Terms, your continued use of the Shop indicates that you agree to be bound by the new Sales Terms.

2. Availability of the goods supplied by the Shop

2.1 The Pen Shop may terminate or suspend the supply of any goods displayed on the Shop in the event of out of stocks, for support or maintenance work, in order to update content or for any other reason. The Pen Shop may do this at any time and without notice. Products on the Shop are normally available for despatch within 24 hours, with the exception of certain items marked as “unavailable to order” – for these items customers can request an email notification when they become available.

3. Buying goods from this Shop

3.1 Pricing policy – The Pen Shop may change the prices of the goods displayed on the Shop at any time. Please note that products, prices and offers in our stores may differ from those featured on the Shop. The prices for all the goods available on the Shop are clearly marked in their description and all items are subject to VAT at the prevailing rate. The VAT inclusive amount is included in the total price published on the site. We reserve the right to raise our prices in line with any increase in the prevailing rate of VAT. This will be shown clearly on your order. All applicable delivery charges are also displayed on the Shop. All prices are in Pounds Sterling. The Pen Shop may make available offers and discounts using promotion codes. Only one promotion code is valid per order.

3.2 Conclusion of Contract of Sale -The information relating to The Pen Shop’s goods and relevant prices are displayed on the Shop for your information and to enable you to decide whether you would like to make us an offer to purchase any such goods. The Pen Shop cannot accept your order until you have paid for it in full (including any applicable delivery charges). When you place an order to purchase a product from www.penshop.co.uk, we will send you an e-mail confirming receipt of your order and containing the details of your order. Your order represents an offer to us to purchase a product which is accepted by us when we send e-mail confirmation to you that we’ve dispatched that product to you. That acceptance will be complete at the time we send the dispatch confirmation e-mail to you. Any products on the same order which we have not confirmed in a dispatch confirmation e-mail to have been dispatched do not form part of that contract. Whether or not you receive the e-mail, our acceptance of your order will create a legally binding contract between us. We reserve the right not to supply you at our discretion.

Payment is deducted when we process your order. We will tell you if your payment details cannot be authorised for any reason and may invite you to pay by another method or suggest that you visit one of our stores.

3.3 Method of payment – For orders placed via the Shop, The Pen Shop accepts Visa, MasterCard, American Express, bank Maestro cards and PayPal. When making your payment, it is imperative that you provide the information that The Pen Shop specify is required, for example, cardholder’s name as it is shown on the card and address exactly as it appears on the card statement. Your card will be debited when The Pen Shop confirms that it has accepted your order. Ownership or title to the product shall not pass to you, the buyer, until The Pen Shop has received payment in full.

Your purchase amount will be charged to your credit card account in the currency you have selected, US Dollars (USD), British Pounds (GBP), or Euros (EUR). Prices on the Site are based in British Pounds and if choose to browse prices in USD or EUR, you will see an equivalent approximate price presented in the respective currency. Once you confirm your order, your card will be charged in an amount in GBP which you will be able to preview on the Confirmation Page – this GBP amount will then be converted by your bank into an amount and currency normally presented on your card statement, at an exchange rate determined by your bank. This amount may be different from the USD or EUR amount indicated on the checkout page on the Site.

3.4 Delivery – Delivery charges are displayed on the Site for UK and International orders for Standard and Next Day Delivery, the latter of which is not available for deliveries outside the United Kingdom. Orders placed with our standard delivery service will be dispatched within 2-3 working days using Royal Mail Second Class Post. While most orders arrive within 48 hours we do advise delivery on these items can take up to 5 working days from dispatch. Please allow up to 20 days for international delivery, some countries could be longer. As with all foreign imports, you are liable for any taxes and duties imposed by your local taxation authority (e.g. customs duty, excise duty and/or import VAT). It is important that you check these rates before ordering. Unfortunately we cannot deliver to PO Boxes as we need a signature upon delivery.

Please note it is the customers responsibility to make sure the correct shipping address is provided on their order, The Pen Shop are not liable for orders sent out with incorrect addresses.

Our next day delivery service, when it applies to orders for delivery to UK addresses as indicated on the Shop, is available for orders placed Monday to Friday before 11.00am. Please note next day delivery applies to stock lines only and is not a guaranteed service. Orders placed with our standard delivery service will be dispatched using Royal Mail 2nd Class post to reach the customer within 3-5 working days for UK addresses. If for any reason we are unable to meet our delivery commitments, we will contact you with a revised estimated delivery date or offer you the option to cancel or select other goods.

If you order Products from the Website for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order. You must comply with all applicable laws and regulations of the country for which the Products are destined. We will not be liable or responsible if you break any such law.

If you have not received your goods within the above timeframe, please contact our customer services department by email at [email protected]. For UK orders please let us know within 28 days after dispatch if your order has not arrived. We can deliver most items worldwide although please note there are some exceptions including Malaysia, Ghana, Congo, Romania, South Sudan, Indonesia, Nigeria, Mexico, Chile, Vietnam, Russia, India and China, contact us for more information. Additional charges will apply for all international delivery. Gift wrapping is free of charge on certain items in stock at our warehouse. Our engraving service is charged at a rate detailed on the Shop, £15.00 for most items. For more information on our delivery services click here .

Please note we do not send paper invoices out with our goods. To receive a VAT invoice log into your account area on the website and go to the ‘Order Information’ page you can then ‘View Order and Print Order’ which gives you the option of printing a VAT receipt as a PDF file.

3.5 Out of stocks – If any item you have chosen is unavailable, The Pen Shop will contact you via phone or your email address and set out the options that are available to you.

3.6 Return of goods policy – We want you to be completely satisfied with your purchases. Please let us know if you are not entirely satisfied with our products or our service, so that we can rectify the situation. We try to ensure that the products are the same as our original samples, although sometimes differences do occur. Items are described and photographed as accurately as possible, but please note that sizes, colours and designs may vary. If you are not completely satisfied with any item you ordered, just return it, unused and in their original condition and packaging (with your customer advice note) within 30 days of the date of receipt and we will refund your money or send you a replacement or exchange – no questions asked (This return policy does not apply to products that you have requested to be engraved / embossed, or have otherwise been made to your specific requirements). Items returned under The Pen Shop’s 30 days returns policy must be unused and in their original packaging. Please note: we can only accept the return of used items if they are faulty. If you decide to return the goods within this 30 day period, you are responsible for the cost of postage and packaging necessary to facilitate the return. If your goods are different to those ordered, faulty or damaged on delivery we will exchange the product or issue a full refund to you (Including any delivery charges you have paid).

When you send your item back to us, we’ll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your return. Please note that the costs for returning the item to us are unrefundable.

If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to issue a refund or exchange the product, and we’ll refund the delivery charges incurred in sending the item to you and we’ll reimburse your costs in returning it to us. Customers must contact us within 7 days of receipt of their order to let us know of any scratches or damage to the product upon receipt. Failure to do so will result in no refund or exchange. It is the customers responsibility to report damaged goods in this 7 day period. 

We are only able to replace identical products (requests for different sizes acceptable), so if you wish to order additional items it will be treated as a new order.

In order to arrange a return please telephone our order centre on 0191 4870033 or email [email protected] to request a prepaid return label. Returned goods remain your property until they are received at our mail order centre, so we strongly advise that you use a recorded method of delivery (proof of posting) when returning goods to The Pen Shop.

Please note online orders can not be returned to one of our stores they must be returned to our warehouse through the instructions on your dispatch note.

The Pen Shop return policy is in addition to your statutory rights.

3.7 Cancellation Policy – Please note that you have a legal right to cancel your order within 7 working days of the date of receipt of the goods. The right to cancel can be exercised in writing or via email as [email protected]. By returning (at the customers expense), packing securely and enclosing the advice note and receipt and sending it back to The Pen Shop Trading Ltd, 24 Newgate Street, Morpeth, Northumberland, NE61 1BA, United Kingdom. A refund will be provided within 30 days of the date of cancellation.

If you wish to cancel your order you can also do so before it is dispatched either by telephoning us on 0191 232 3853 (lines are open 9am -5pm weekdays) or e-mailing us at [email protected].

This right of cancellation does not apply to products that you have requested to be engraved / embossed, or have otherwise been made to your specific requirements.

3.8 Legal age – The Pen Shop does not sell products for purchase by children. If you are under 18, you may use The Pen Shop only with the involvement of a parent or guardian.

3.9 Vouchers – From time to time, vouchers may be issued for free delivery or for discounts on orders or products online. You may only use one voucher per order. Some vouchers may only be used once per customer. These vouchers may only be for use on our website and not in our stores. Vouchers may not be used on returns or exchanges. Please contact [email protected] if you have any questions about redeeming a voucher code.

3.10 Free gifts -From time to time, free products may be offered with a product or order. These free products are included as part of your order and if any part of the order is returned for a refund we reserve the right to deduct the value of the free gift from your refund if they are not returned too.

3.11 The Pen Shop Gift Voucher Terms

We currently do not accept The Pen Shop Gift Voucher on line or over the telephone.

However, they can be redeemed in any of our stores Nationwide.

About Us And Our History

A Family Business for 80 Years

The Pen Shop is a family business based in Batley. 
When the first Pen Shop opened in Newcastle in 1946, it was the first specialist writing instrument shop in the UK.

Today, The Pen Shop is best known for its website, which still draws on 80 years of experience in the pen business, offering a wide range of luxury and premium writing instruments from around the world. 

We are authorised stockists of Montblanc, Caran d’Ache, S T Dupont, Montegrappa as well as premium brands Cross, Parker, Waterman and Lamy.

The Pen Shop Experience

Trusted since 1946

The Pen Shop has been trusted for over 75 years as the perfect place to select and buys new pens as gifts, as well as personal purchases. In addition, we are also here to help you select the best refills & ink for your pen, offer advice on how to care for it and how to personalise it with our engraving service.

Shop with Confidence

In addition to enjoying the great service offer both in store and online, from our experienced and dedicated team, we want to ensure that you can Shop with Confidence.

Price Promise

If you find your perfect pen is being sold for less than The Pen Shop by any high street retailer, pen specialist or authorised stockist, we will be happy to price match without quibble.*

No Quibble Returns

We want you to love your purchase from The Pen Shop. If for any reason you are not satisfied, you can return it to us within 60 days of purchase. We will exchange or refund any unused items returned to us in perfect condition, together with the sales invoice.

Free Delivery

We offer FREE tracked delivery on all orders over £40 and FREE tracked , next day delivery on all orders over £100. This applies to mainland UK deliveries, see all delivery options for full details and terms & conditions.

Engraving Service

We are pleased to offer an engraving option on a large range of suitable pens. See Engraving Information for options and details.

Refill Finder

Choosing the right refill for your Pen is important to ensure that you get the best writing experience. If you are unsure, follow the simple steps on our REFILL FINDER to assist you with your purchase. Click here

What We Offer

Luxury Pens

Refills & Ink

Luxury Lighters

Small Leathers

Leather Bags

Luggage

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 *we are unable to price match Amazon, ebay, other resellers or outside the UK.

Contact Us

At The Pen Shop we aim to provide the highest quality service and are always happy to help with any query that you may have.

If you would like to make an amendment to an order, or have a query or complaint about an order that you’ve already placed or have a general query about our products, services or The Pen Shop itself, please contact us.

If your preferred method of contact is email, please use the form below. We aim to respond within 24 hours between Monday-Friday.

For help with your online order, a product enquiry, a repair enquiry or for online sales information please use the contact information below.

Dispatch order confirmation notice: We would kindly request customers to allow the appropriate amount of time for your order to be delivered before contacting us.

By Telephone

• Monday – Friday: 9:00-16:00
• Saturday: CLOSED
• Sunday: CLOSED

Office Telephone: +44 (0)113 526 5414

By Email

[email protected] 

By Post

The Pen Shop
Woodhead House, Woodhead Road, Birstall, WF179TD