You can order via our website or by telephone (please note our business hours).
We ship worldwide. Our shopping basket calculates shipping costs automatically when you select the delivery destination country (you don't have to enter any personal details or log in to get the correct shipping cost).
We usually try to dispatch orders within 2 working days of receipt of payment (subject to stock availability), but sometimes this is not always possible for example if we are ill or closed for a holiday (there will be messages in your shopping basket and on the website if this is the case). If you require something urgently please contact us by e-mail or telephone first (notes on orders are not always seen in time).
If an item is shown as out of stock it will be reserved for you from our next delivery. Please contact us for details. Items that are shown as in stock are usually available for immediate despatch.
We need a valid e-mail address for all orders and we recommend that you register an account rather than check out as a guest. If you use GMail, Yahoo, AOL or other webmail service please check your spam folder if you don't think you have received our order confirmation e-mail. To ensure delivery, please add firstname.lastname@example.org to your contacts list.
We do not charge VAT on orders sent outside the UK. However, you will be charged taxes and import duty* when your parcel arrives in your country. The carrier will collect the charges from you and may charge you an admin fee.
VAT does not apply to orders sent outside the UK (including EU countries) but we are required by UK law to display prices including VAT (at 20%). To show VAT-free prices (if you live outside the UK), go to your Shopping Basket and select your delivery country. When you select another country In the Shopping Basket, VAT will be automatically removed from the goods total.
* this depends on the destination country and the value of the order. The Brexit free trade agreement means there are no import duties for parcels sent to EU countries but VAT will still be charged at your country's rate upon import. Please note that since 1st January 2021 there are no VAT-free thresholds.
For BFPO orders we can usually remove the VAT from the total. Please contact us to arrange this service.
For in-store purchases, we used to be able to supply documents for VAT reclaim for those travelling back to non-EU residences. However, since 1st January 2021 (the end of the Brexit transition period) it is no longer possible to reclaim the VAT on goods purchased within Great Britain. Sorry!
VAT receipts are sent with all orders.
FREE delivery for orders over £20. For orders under £20 goods value, we charge a flat rate of £2.95, or just £1.50 for small items like nibs, cartridges and refills. Our standard delivery method is Royal Mail 24 which includes delivery confirmation.
Royal Mail Special Delivery is available for £7.50, but orders over £110 are sent Special Delivery at no additional cost.
Small priority air-mail parcels (nibs, refills etc): EU £2.00, rest of world £2.50
Standard priority air-mail parcels under 2kg: EU £4.00*, rest of world £5.95*.
Registered air-mail under 2kg: Europe £12, rest of world £15.00 (Discounts are applied for orders of pens above £70. Add the items to your basket to get the final figure.)
* a £1.00 surcharge is added for parcels over 1kg. This will be calculated automatically, but most parcels are well under this weight.
We reserve the right to add a surcharge for very heavy parcels. These will usually be sent via DHL.
To get an exact price for shipping, add the desired items to your Shopping Basket. You do not need to log in nor do you need to enter any name or address details, just the destination country. There is no obligation to proceed with an order.
We charge what we believe is a fair price to ensure your order is well packed and arrives safely. As a comparison, a package containing a bottle of ink would normally cost £3.58 in the UK (price correct March 2020).
All packages sent to destinations outside the UK (including to the EU) will have a CN22 Customs Declaration attached. We also upload all customs information to our carriers electronically and the total value of the package will include our shipping cost (this is a customs requirement). Note that you may have to pay customs duty and VAT when your order arrives in your country. Please do not ask us to under-value a package. If there is particular wording we should use so your import officials charge the correct amount of import duty please tell us.
We attach Safety Data Sheets to all overseas packages that contain fountain pen ink in case customs or other officials are concerned about the contents. If this sheet is missing and you need to send one your local customs a copy, you can download one here.
We aim to dispatch all items that are in stock within 2 working-days of receipt of payment. Sometimes we have to extend this period, for example when we are on holiday. If this is the case there will be a clear notice on the contact page and in your shopping basket.
If any items are out of stock we will inform you as soon as possible at which time you can cancel or amend your order. For items on special order we will aim to inform you within 48-hours with an expected dispatch date. To keep delivery costs to a minimum it is our standard procedure to send all items ordered together as one delivery.
Please note that orders for ink samples may take a little longer depending upon stock levels.
In all cases please check that you have given us the correct delivery address. If you require delivery to a business address, please ensure you put the company name as well as the street address. We cannot be held responsible for missing or delayed parcels when the customer has made an error in the address. If a parcel is returned to us undelivered because of an address error we will charge postage for its re-delivery.
Most items are sent by Royal Mail First Class post (now called "Royal Mail 24") which takes 1 to 2 working days from day of despatch. Orders of value £70.00 and above will be sent by Royal Mail First Class Recorded Delivery (or Royal Mail Tracked 24) for no extra cost . These parcels may require a signature upon receipt. Delivery times will be the same as Royal Mail 24.
Orders of value £110.00 and above will be sent by Royal Mail Tracked 24 or Royal Mail Special Delivery (depending upon order value) for no extra cost. Whilst Royal Mail Special Delivery is a next-day service (Monday to Friday only), please note that next-day delivery is dependent on the time of day you place your order and whether we have all items in stock. If you need your items in a hurry please check with us before ordering.
For orders less than £70.00 we offer Royal Mail First Class Recorded Delivery or Royal Mail Special Delivery at extra cost. For orders over £70.00 but less than £110.00 we offer Royal Mail Special Delivery at extra cost. Please note the above regarding delivery times. If you order after 12 noon and require next-day delivery please telephone us to confirm.
Click and Collect is available from our premises in Bury St Edmunds.
COVID-19 AND DELIVERY TIMES: postal services are experiencing delays due to the pressures of high parcel volumes. Therefore, we request that you leave a reasonable period of time before contacting us about a delayed parcel (two weeks for UK, 4 weeks for overseas).
International orders are sent by Royal Mail air-mail. Delivery times vary but normally take approximately 3 to 5 working days in Europe and 7 to 10 working days outside Europe. Please note these figures are a guide and we are seeing significant delays due to customs clearance (Autumn 2021).
Please allow longer at busy times and during public holidays. Note that these delivery times are longer due to the COVID-19 pandemic and because of lengthy delays due to customs clearance. If you require your order more urgently please consider selected tracked shipping or by Royal Mail or DHL.
Orders can be sent by Royal Mail "International Tracked", "International Tracked and Signed" or "International Signed" (depending on the destination country). Please refer to the prices above. These are registered and insured services that require a signature upon receipt (please let us know if you do not want to sign for your package and we may be able to arrange this for you). You will be e-mailed the tracking number when your order is ready for been dispatch (if you provided a valid e-mail address).
Important information regarding overseas deliveries and those to Scotland, NI, CI and BFPO:
Royal Mail introduced new restrictions on hazardous goods as of January 2013. As a result of these restrictions, certain goods, for example, Li-Ion batteries and perfumes, are now prohibited. Although bottled fountain pen ink is not a hazardous substance, it can look like a perfume bottle when x-rayed (all parcels travelling by air are x-rayed first), some parcels may be delayed slightly if they have to be further inspected. Unfortunately, this is beyond our control but we label each parcel accordingly to try to avoid such delays. We apologise for any potential inconvenience.
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