We do our best to run an 'always stocked' policy which means that all items offered for sale on our website are typically available as normal stock in our retail shop. From time to time we might be sold out of a particular line and it might not be clear when our supplier can next provision us. If this is the case, we will do our best to ensure the website is kept up to date to reflect the shortfall and we will inform you of any problems in a timely manner. We aim to dispatch all orders within 24 hours of receipt (unless payment is made by cheque, in which case order is dispatched once cheque is cleared). Orders received on Saturday and Sunday will normally be dispatched on Monday. Orders received on a bank holiday will be dispatched on the next working day. If we are unable to dispatch your order within 24 hours, we will contact you with an explanation and provide you with an alternative delivery date or option to cancel. For customers who prefer to supply payment details by phone or fax please see Contact us on the home page.
All orders under £50 in value are sent by 1st Class Royal Mail. We cannot be held liable for items lost or damaged in the mail. We will ensure your order is properly wrapped so as to minimise the likelihood of damage. Orders over £50 will be sent by a 1st Class 'Signed For' service to ensure secure delivery to the customer. Please note a signature might be required to receive your delivery.
FREE DELIVERY ON ALL PURCASES OVER £15.00 WITHIN THE UK.
All orders below £15 are shipped at a flat rate of £3.00. As yet we do not deliver internationally direct from our website. If you require an international delivery, please call us to clarify post and packaging options and to provide your payment and delivery details over the phone, thank you.
We sincerely hope you are delighted with your purchase when you receive it. If you change your mind or are not entirely happy with your purchase, you can return it to us within 7 working days at your own cost for a credit, full refund or exchange (eg. If you prefer a change of colour, different size nib etc). Items must be returned unused, with all original packaging intact and in a perfect and saleable condition. This policy does not extend to consumable items such as ink refills or items bought at discounted prices on special offer. We will not be held responsible for returned goods being lost or damaged in transit to us.
DAMAGED OR FAULTY GOODS
If your purchase was delivered faulty or damaged we will happily replace the item or provide you with a full refund if you notify us within 3 days of receiving the goods. Should you request a replacement or refund, it will be dispatched at the earliest opportunity on receipt of the damaged or faulty item. We will reimburse you the cost of postage for returning your damaged item to us. Please enclose a copy of your receipt and include all original packaging.
Most items come with a 1 year warranty against defect and some pen manufacturers offer a qualified 'lifetime' guarantee, details of which will be provided with the item.
Should you wish to cancel any internet order, we must be notified within 7 working days.
Why you can feel secure shopping with us
When you shop with us, you can choose to check out using either PayPal or SagePay, both of which are established leaders in the field of secure transaction processing.
We use the industry leading internet payment company PayPal to protect your card details and protect from fraud. PayPal keep your information safe. We will never actually see your bank or credit card details, they are passed in a highly secure way directly to PayPal for processing. Industry-leading fraud prevention is just one of the reasons PayPal is a safe way to pay online. PayPal uses proprietary technology and constantly innovates to monitor transactions and maintain a secure payment system. To help you keep track of your account activity, PayPal sends an email confirmation of every account transaction. For more information visit www.paypal.co.uk
When you shop with us, our secure server encrypts all of your personal information, including name, address and credit card information. We use SagePay which are an industry leader in secure internet transactions. SagePay are used by thousands of other UK businesses for transaction security.
All transaction information passed between our website and the SagePay Payment System is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and all messages from SagePay are signed using MD5 hashing to prevent tampering. You can be completely secure in the knowledge that nothing passed to SagePay can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Once on the SagePay system, all sensitive data is secured using the same internationally recognised 256-bit encryption standards used by, among others, the US Government. The encryption keys are held on state-of-the-art, tamper proof systems in the same family as those used to secure VeriSign's Global Root certificate, making them all but impossible to extract. The data they hold is extremely secure and they are regularly audited by the banks and banking authorities to ensure it remains so.
SagePay has multiple private links into the banking network that are completely separate from the Internet and which do not cross any publicly accessible networks. Any cardholder information sent to the banks and any authorisation message coming back is secure and cannot be tampered with.
No individuals within our company or SagePay are able to decrypt transaction information or cardholder data. Their systems only allow access to our most senior staff and only in extenuating circumstances (such as investigations of Card Fraud by the Police). Your card information is secure even from their own employees because the systems never display the full card numbers, even on administration screens.