Help and FAQs

We want you to be delighted with your shopping experience with us. We strive to provide you with the best possible online shopping and delivery service for luxury pens and gifts. On this page, we’ve provided what we hope is some helpful information relating to shopping with us as well as answers to frequently asked questions. If you don’t find the information you’re looking for, please contact our customer services team via email at or by phone on 0191 487 0099.

Dispatch and Delivery

UK Delivery Information
International Delivery

Returns and Refunds

Read our returns and refunds policy

Payment Security

Read how we safeguard your personal information

Privacy Policy

You are in control. Read about we safeguard your privacy

Managing My Account

What if I forget my password?
Can I come back to my order at a later date?
How do I log out?
Can I cancel my order?
Are my personal details secure?
How do I manage the emails I receive?


How do I place my first order?
What forms of payment can I use?
How do I use a promotion code?
I have a gift voucher
What is the Gift-wrap service and cost?


If you are new to the world of writing instruments read our glossary of terms

Our Service Promise

Whether refills, replacements, nib repair or exchanges, we aim to give you unparalleled service as standard with every writing instrument from The Pen Shop. Read about how we help.

Terms and Condition

Terms of Use

Terms of Sale

Privacy Policy