Help - Managing My Account

What if I forget my password?

Don't worry! From the 'My Account' sign in page, click the 'I've forgotten my password' link and enter your email address. We'll then send you a new password. Once you've got your new password, enter it on the sign in page and from 'My Account' you can change the password to one you'll easily remember.

Can I come back to my order at a later date?

Log into your account before you add the items to your basket - this will automatically store the products into your basket. If you log out of your account and then back into your account the items will remain in your basket until they are either removed or you successfully checkout and pay for them.

How do I log out?

To log out, click the "log out" link next to my account in the top right hand corner. Your personal information is removed from the computer. If you click the Welcome link again, you'll see the greeting is no longer personalized.

Can I cancel my order?

You may cancel your order at any stage before the goods are delivered to you.

If you wish to cancel your order you can do so before it is dispatched either by telephoning us on 0191 487 0099 (lines are open 9am -5pm weekdays) or e-mailing us at (This right of cancellation does not apply to products that you have requested to be engraved, or have otherwise been made to your specific requirements).

Are my personal details secure?

At The Pen Shop we have secure credit card transaction facilities supported by Sagepay to ensure that all personal and transactional information is protected to the highest standards. We never make your personal details available to companies outside of The Pen Shop for marketing purposes, although our representatives may hold your data so that your details and/or order can be processed and/or account maintained.

How do I manage the emails I receive?

We'd like all our customers to receive the information they need to make their online shopping experience successful.

As a customer we'll automatically send you emails confirming your order, when it is despatched and any changes you might make to the order or your personal details. We'll also contact you in the unlikely event that there's a problem with the payment or delivery of your order.

In addition, we can keep you up-to-date with special offers and products we think you'll like. If you want to subscribe to our regular email newsletters, just click the 'Update communications preferences' in 'My Account'.

If you no longer want to receive emails from us, you can click the link at the bottom of the emails we send you to remove your address from our list or change your preference in 'My Account'.