FAQ's

What is your returns policy?

  • If you change your mind about what you have purchased, we offer a refund within 14 days of placing your order. The item must still be in a re-saleable condition and returned with proof of purchase. We will be unable to refund the shipping costs.
  • Should you receive a damaged or incorrectly dispatched item, please inform us promptly so we can advise you on the return of the
    item. Call 020 7431 1952 or email info@penheaven.co.uk
  • Engraved Pens - because the pen is tailored to meet your personal requirements, we are unable to offer a refund.
  • Embossed Journals - because the journal is tailored to meet your personal requirements, we are unable to offer a refund.
  • Important: It is the senders responsibility to ensure we receive the products back. We therefore recommend you send the goods recorded delivery with a tracking number. If the parcel goes missing we will be unable to exchange or refund your order.
  • Please send all returns to: Pen Heaven Returns, The Dairy Mews, 25-27 Heath Street, London, NW3 6TR

What Guarantee do I receive with my goods?

  • Most products receive a guarantee from the manufacturer. The length varies from 1 year to a lifetime guarantee. The duration of a products guarantee can be found on its product detail page.

How secure is the online payment system?

  • Our payment processing system is secure and your payment information is encrypted

How long does it take to engrave a pen?

  • As we have in house facility for engraving, we are generally able to dispatch orders received before 3pm (Mon-Fri) on the same day. Orders received after this time are disptached the following working day.

How long does it take to emboss a journal?

  • As we have in house facilities for embossing, we are generally able to dispatch orders received before 1pm (Mon-Fri) on the same day. Orders received after this time are disptached the following working day.

Do you deliver abroad?

  • We deliver anywhere in the world. For delivery charges see below.

What are your Delivery charges?

  • To the UK, all standard deliveries cost £1.95
  • To the UK, all guaranteed next working day deliveries cost £6.00
  • To Europe, all orders cost £6.00
  • Worldwide, all orders cost £8.00

When will I receive my order?

  • Orders received before 4pm will generally be despatched the same day.
  • Orders received after 4pm will be sent the next day.
  • Standard deliveries to the UK are sent first class Royal Mail (1 to 2 working days).
  • Deliveries to Europe take 3-7 working days, and worldwide take 5-10 working days

Can you deliver next day?

  • We can deliver guaranteed next working day to anywhere in the UK for a cost of £6.00, as long as the order is placed before 4pm (3pm for pens with engraving), Monday to Friday. Orders placed on Friday will be delivered on Monday and orders placed at the weekend will be despatched the next working day.

Do you sell Refills?

  • We sell refills for all the products on our website.
  • Select your required pen refill type from the "Product Type" drop down menu in our Quick Search function.

Can you engrave your pens?

Do you charge VAT (sales tax) on sales outside the UK?

  • By law we have to include VAT (17.5%) on all sales around the world

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