In Store Tablet FAQ

Where will my order be delivered?

Your order can be delivered to the store, your home address or a different address. Tell us where you would like to have your order delivered, and let us know if any of the items are to be gifts (If so, you'll be given a chance to order gift wrap and add a gift message.)

When will my order be delivered?

Orders over £100 (for products that are in stock) will be delivered by signed for Next Day Delivery where possible, provided the order is placed before 12:30pm for Monday – Friday delivery. Orders over £100 placed outside these times will be dispatched using a next day service on the next working day. Orders placed with our standard delivery service will be dispatched using Royal Mail 1st Class post to reach the customer within 3-5 working days for UK addresses.

Where do I get my receipt?

Your receipt will be emailed to you once your online order is completed. You can also view your receipt online in your account area on the website.

Where do I go for updates on my order?

Once your order has been dispatched you will receive an email notification of this with relevant tracking information. Alternatively you can check your account on the website to view your order details.

Who do I ask for help?

You can ask one of our store assistants for help at any time during the checkout process or call our sales helpline on 0191 487 00 99.

What happens if I want a refund/exchange?

If you are not satisfied with the order you have received from The Pen Shop website for whatever reason, you may return it to us within 28 days of the date you received the goods. These will have to be returned to the Pen Shop head office not the store you purchased these from.

What forms of payment can I use?

We accept payment by MasterCard, Visa, Delta, Switch, American Express and PayPal. Payment is deducted when we process your order.

Is this payment method secure?

The Pen Shop Website offers secure credit card transaction facilities supported by Sagepay. Credit card details are securely transmitted in encrypted form and then authenticated by SagePay. For added security make sure to log out of your account after purchasing your order.

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.

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 order using the iPad shopping tablet?

Ordering using the tablet is just like shopping online where you can add to basket, use a card or Paypal, etc. OR ask for help.

What if I prefer to order at home?

You can register on our website then save the product to your basket and it will be there later when you log in at home, alternatively from any product page email yourself the product or scan QR code with your smartphone.