We always try to issue refunds as quickly as possible. However, refunds may take up to two weeks from the date of receipt during our busy periods, which include Christmas and Chinese New Year.

If you’re not satisfied with the order you’ve received from The Pen Shop website for whatever reason, you may return it to us within 30 days of the date you received the goods.

This right of cancellation does not apply to products that you have requested to be engraved, or that have otherwise been made to your specific requirements.

We’ll exchange or refund any unused items returned to us, as sold, unused and in their original condition, with the sales invoice received with your order.

If you decide to return the goods within these 30 days, you are responsible for the cost of postage and packaging necessary to facilitate the return.

If your goods are different to those ordered, faulty or damaged on delivery, we will exchange the product or issue a full refund to you (Including any delivery charges you have paid).

In order to arrange a return please telephone our order centre on 0191 232 3853 or email sales@penshop.co.uk to request a UK prepaid return label.

Please let us know as soon as possible if a product is faulty or damaged.

For International Orders, only the same price as the initial postage paid will be refunded for a return.

Please note, we regret that we cannot refund or exchange items once they have been personalised.

If you are not satisfied with the goods for any other reason and wish to exercise your right to return the products to us within 30 days of receipt, we’ll exchange or refund any unused items as sold, in their original saleable packaging. In this instance, the cost of return will be at your expense, and you will be responsible for the safe return of the goods, so we advise taking out postage insurance to cover their value.

If you require an exchange and you paid postage charges on your first order, or if you order the wrong refills, you will be required to pay the postage charge again for your exchanged items.

Refunds will be paid within 30 days of receipt of the returned order; refunds will be made using the same method as the payment was originally received.

Please note online orders cannot be returned to one of our stores they must be returned to our warehouse through the instructions on your dispatch note.

The address for all returned items is:

The Pen Shop Returns,
27 Eldon Gardens
City Centre
Newcastle upon Tyne
Tyne and Wear
NE1 7RA

Our terms and conditions do not affect your statutory rights.