An item has arrived damaged or is doesn’t work as it should.
Sadly, sometimes an item can get damaged in the post. If it is an obvious issue like a smashed bottle, please contact us and we can arrange remedying it for you with an aim to minimise the trouble for you. Sometimes, customers new to a product or pen can think there is an issue with a product and it is actually a misunderstanding of how it works – again, please contact us so we can help where we can in explaining or remedying the issue with as little disruption to you as we can.
I'd like to exchange a fountain pen nib for a different width.
Many fountain pens are available with several nib width options from the manufacturer and we try to offer width options wherever possible. If you are not convinced you have the right nib width for you, the manufacturer will generally be able to arrange a nib swap within 4 weeks of purchase as long as the nib is in saleable and undamaged condition – you can ink the pen to test it to be sure. We can provide you with the manufacturer’s contact details so you can arrange the exchange but if necessary, we can arrange it for you at a set charge of £10.
I've changed my mind and would like to return my order for a refund
If you decide you don’t want your items after all within 30 days of making the purchase, you can return them for a full refund as long as they are in saleable condition. Return postage will be at your expense.
If you have inked a fountain pen, you will need to discuss with us whether we can accept this back, but it may subject to a £10 cleaning fee. This is due to some people returning pens in a very poor state after testing it. If you are considerate, this fee will not be payable. If there is a fault with a pen, the fee is not payable.
You can include your name and order number along with a note explaining what you would like to do.
I would like to exchange an item or order.
This is not an issue. Send the item or order back to us along with your name, order number and what you want to exchange to. We aim to arrange exchanges within 2 working days of return and will be in touch to arrange additional payment if necessary. Refunds due to lower cost of replacement items can generally be done without us needing to contact you.