Delivery & Returns

Delivery

For UK customers we offer three shipping options.

1. 1st or 2nd class Royal Mail post- this is free for orders over £25. Orders under £25 will be charged £2.50

2. Signed-for delivery (a signature will be required when the goods are delivered) -this is free for orders over £25.

3. Carrier next day delivery or Royal Mail special delivery (guaranteed next day delivery, can be tracked online) – £7.50 You can upgrade to carrier or special delivery when you check out.

Delivery to Europe and the rest of the world – International Signed For up to 500g – £12.50. For more valuable items and Airsure/Carrier, prices on request.

Returns Policy

Cooling-off Period

Under the UK Distance Selling Regulations (2000) EU customers have the right to cancel the contract relating to the order at any time up to the end of 7 working days after the goods are delivered. 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. To exercise your right of cancellation, you must give written notice to Pen Sense by letter or email giving details of the goods ordered, date received and reason for return. Notification by phone is not acceptable. If you exercise your right of cancellation under the Distance Selling Regulations (2000) after the goods have been delivered to you, you will be responsible for returning the goods to Pen Sense at your own cost. The Distance Selling Regulations (2000) places a duty on you to take reasonable care of the goods once you have exercised your right to cancel. Returned items must be unused, unworn, not damaged or marked, and securely packaged and shipped in a plain padded envelope or outer box. For your protection, we recommend that you use a recorded- delivery service. Please include all internal packaging including the original box and if relevant, the guarantee. Please ensure that we receive it within seven working days of the day after the date that the item was delivered to you. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged or defective. Pen Sense will refund you within 30 days for any sum that has been paid by you or debited from your credit or debit card for the goods. If after exercising your right under the Distance Selling Regulations (2000) you do not return the goods as required, Pen Sense may charge you a sum not exceeding the direct costs of recovering the goods. When exercising your right to cancel under the Distance Selling Regulation (2000) please return the goods to Pen Sense, 5 King Street, Nottingham, NG1 2BH. Note that any items purchased during December will have extended returns date as if purchased on 25th December.

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part or because it is damaged or defective, we will pay your costs of returning it to us by recorded delivery. You must be report any problem to us in writing within 72 hours of receipt via letter or email. Please return the goods to the Pen Sense address; they will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our fees and expenses from you.

Exceptions

Under the Distance Selling Regulations (2000) – You do not have the right to cancel the contract under the Distance Selling Act if you have collected goods or if you are not a consumer i.e. a company, partnership, sole trader or any other commercial body or registered charity.

We will not refund any optional special delivery charges.