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Delivery & Returns

COVID-19 Coronavirus Essential Information

Here at The Online Pen Company we always have the welfare of our staff, and our customers in mind. Since the recent worldwide outbreak of coronavirus we have all of our vulnerable employees off the premises, and working from home. We have also briefed the rest of our staff on the necessary hand washing, and hygiene requirements to prevent any spread of germs, and ensuring that this carries on right the way up the supply chain with all of the brands that we stock.

Coronavirus Delivery Impact

As it currently stands, it is business as normal for us, and we are still shipping orders out every working day, via all of our couriers. If you are located in a country with stricter border control, or a complete lockdown then you may experience a delay in receiving your order, we can give a good idea of how long this will be if you get in touch, however this is changing very regularly. For UK customers, Royal Mail are still delivering as normal, so there is no change in service.

Here at The Online Pen Company, we do our very best to get your orders out of the door and on the way to you as fast as possible. We will engrave and emboss all orders within the same cut off times as a regular order, and will always be in touch as quickly as possible should anything go wrong along the way.

Delivery cut off times

All orders received before 2pm GMT Monday - Friday are shipped the same day.

All orders received after 2pm and on weekends/bank holidays are shipped the next working day.

Delivery within the UK

Method Cost (Orders below £20.00) Cost (Orders above £20.00)
Royal Mail 48 £2.95 FREE
Royal Mail Tracked 24 £4.95 £2.95
Royal Mail Special Delivery £6.95 £6.95
  • Royal Mail 48 aims (not a guarantee) to deliver within 2 working days.
  • Royal Mail Tracked 24 aims (not a guarantee) to deliver within 1 working day. This is a tracked service.
  • Royal Mail Special Delivery guarantees to deliver by 1PM The next working day. You can also pay extra to guarantee Saturday delivery (contact us).

Delivery outside of the UK

Method Cost (Orders below £20.00) Cost (Orders above £20.00)
International Standard £4.95 £2.95
International Tracked £8.95 £8.95
  • Orders sent outside of the UK have estimated arrival of between 3 and 10 days, but this can be affected by the destination country's delivery network. Packages outside of the EU may be subject to delay through the destination country's customs system.

Returns

If you are not happy with any product you have ordered and received from ourselves, then you may return it to us within 28 days for either an exchange or a refund providing that it has not been used, and is still in all original packaging, with guarantees, and in as new condition.

  • Used products, including pens, refills, nibs and ink will not be accepted.

  • Engraved pens or embossed journals will not be accepted, unless faulty.
  • We cannot refund items that have been lost in the postal system, so we recommend that you send all items back via recorded delivery.
  • Refunds will be by the same method as the original payment.

Please contact us either by email or phone, before returning your item so that we can make a record it is on its way back to us, and to try and alleviate any concerns you may have. Make sure you include your order number with your return, and post all items to the following address:

Pilotfish Trading Ltd
Unit 5 Barracks Road
Sandy Lane Industrial Estate
Stourport On Severn
Worcestershire
United Kingdom
DY13 9QB