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).
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.
Please provide a valid e-mail address with all orders. 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.
To show VAT-free prices (if you live outside the EU), go to your Shopping Basket and select your country. VAT does not apply to orders sent outside the EU but we are required by law to display prices including VAT (at 20%). When you select a non-EU country In the Shopping Basket, VAT will be automatically removed from the goods total.
For BFPO orders we can usually remove the VAT from the total. Please contact us to arrange this service.
If you are a buying for a business within the EU and have a valid VAT registration number please we can supply your order VAT-free. Please place your order first and contact us before making payment.
Please note that if you are travelling to the UK from outside the EU and you wish to place an on-order whilst you are in this country you will not be able to re-claim the VAT when you leave. If you buy items directly in our shop, we can supply you with documents to re-claim the VAT.
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): Europe £2.40, outside Europe £2.50
Standard priority air-mail parcels under 2kg: Europe £4.80*, outside Europe £5.95*
Registered air-mail under 2kg: Europe £14.40, outside Europe £15.00 (Discounts are applied for orders of pens above £70. Add the items to your basket to get the final figure.)
* a £1.20 surcharge (£1.00 excluding VAT) is added for parcels over 1kg. This will be calculated automatically but most parcels fall under this weight.
Shipping prices for Europe include VAT. For non-EU European countries (including Russia) VAT will be deducted from these prices.
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 EU will have a CN22 Customs Declaration attached. 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* (orders including ink samples may take up to 10 working days). 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. *See update above.
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.
Usually our cut-off time for same-day dispatch is 12 noon (subject to stock availability). If you require something urgently please contact us first and we will try our best to meet your requirements.
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 for no extra cost. These parcels will require a signature upon receipt. Delivery times will be the same as First Class post.
Orders of value £110.00 and above will be sent by Royal Mail Special Delivery for no extra cost. This is a next-day service guaranteed for delivery before 1pm that requires a signature. 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 next-day deliveries. If you order after 12 noon and require next-day delivery please telephone us to confirm.
Click and Collect is available from our shop in Bury St Edmunds.
IMPORTANT UPDATE 19TH MARCH 2020: Royal Mail is no longer guaranteeing next-day delivery for items sent using its Special Delivery service. This policy came into effect on Thursday 19th March. Please bear this in mind for any urgent requirements and gift deadlines. We will continue to use this service since it has built-in tracking and compensation for loss and/or damage.
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. Please allow longer at busy times and during public holidays.
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 are working with Royal Mail to reach a practical solution. We apologise for any potential inconvenience.
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