Delivery & Returns

Delivery Policy

  1. Introduction

1.1     This policy contains details of the delivery methods, periods and charges that apply to orders for our products made through our website.

1.2     This policy is a legally binding document, and forms part of the contract of sale between you and us made under our terms and conditions of sale. This policy does not create legally enforceable rights and obligations; it merely indicates our usual practice in relation to the delivery of products.

  1. Free delivery

2.1     We offer free Royal Mail Special Delivery Guaranteed® For to all mainland UK addresses on all orders over GBP 100.

2.2     All other orders will be subject to delivery charges as detailed in Section 5.

  1. Geographical limitations

3.1     We will deliver to the following countries and territories: England, Scotland, Wales and Northern Ireland.

3.2    We may from time to time agree to delivery products to other countries and territories. Please contact me through the Contact Me page on the website.

  1. Delivery methods and periods

4.1     The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:

(a)      if your delivery address is on the United Kingdom mainland we will use Royal Mail, and the typical period for delivery of products by this method is 5 working days

4.2     If you place an order on any day of the week, Your order is be dispatched on the next working day for stock items. If yours is a custom order then we will do our best to dispatch it within one working day of completion.

4.3     The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.

4.4   Any taxes, duties, brokerage charges or other fees you may be charged are the sole responsibility of the receiving customer.

  1. Delivery charges

5.1     Delivery charges will be calculated by our website using Royal Mail pricing system and will be automatically applied to your order during the checkout process.

5.2     Our delivery charges are based on the following Royal Mail services

(a)      Royal Mail 1st Class

(b)      Royal Mail 2nd Class

(c)      Royal Mail 1st Class Signed For®

(d)      Royal Mail 2nd Class Signed For®

(e)      Royal Mail Special Delivery Guaranteed by 1pm®

(f)       Royal Mail Tracked 24®

(g)      Royal Mail Tracked 48®

(h)     In respect of orders of £100.00 and over, will be sent free of charge by Royal Mail Special Delivery Guaranteed®

  1. Delivery tracking

6.1     Delivery tracking is available in respect of Royal Mail 1st Class Signed For®, Royal Mail 2nd Class Signed For®, Royal Mail Special Delivery Guaranteed®, Royal Mail Track 24® and Royal Mail Tracked 48® posting.

6.2     To track your delivery, enter your tracking number which is provided in your order confirmation email into our delivery service provider’s website here: www.royalmail.com/track-your-item.

  1. Receipt and signature

7.1     Royal Mail 1st Class Signed for®, Royal Mail 2nd Class Signed For®, Royal Mail Special Delivery Guaranteed®, Royal Mail Track 24® and Royal Mail Tracked 48® must be received in person at the delivery address, and a signature must be provided.

  1. Additional deliveries

8.1     If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.

  1. Collection

9.1     If your products remain undelivered despite our delivery service provider making at least 1 more attempt to deliver them, the delivery service provider will leave a card at your address, with instructions on how you may collect your products, including a time limit for collection.

  1. Delivery problems

10.1    If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.

10.2    If our delivery service provider is unable to deliver your products, and such failure is your fault and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).

10.3    An indicative list of the situations where a failure to deliver will be your fault is set out below:

(a)      you provided the wrong address for delivery;

(b)      there is a mistake in the address for delivery that was provided;

(c)      the address for delivery is not reasonably accessible;

(d)      the address for delivery cannot safely be accessed;

(e)      if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or

(f)      if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Returns Policy

  1. Introduction

1.1     We understand that from time to time you may wish to return a product to us.

1.2     We have created this policy to enable you to return products to us in appropriate circumstances.

1.3     This policy shall apply to all of our customers, irrespective of their geographical location.

1.4     This policy shall apply to all orders submitted through our website.

1.5     This document does not affect any statutory rights you may have as a consumer (such as rights under the Sale of Goods Act 1979 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013).

  1. Returns

2.1     If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a)      we receive the returned product within 30 days following the date of dispatch of the product to you;

(b)      the returned product is unused, in its original condition and otherwise in a condition enabling us to sell the product as new;

(c)      you comply with the procedure set out in this policy in relation to the return of the product; and

(d)      none of the exclusions set out in this policy apply.

  1. Returns procedure

3.1     In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2     Products returned under this policy must be sent by Royal Mail Signed For delivery to Handcrafted Pens by Mark, 49 Watling Street, Bridgtown, Cannock, Staffordshire. WS11 0BL

3.3     You will be responsible for paying postage costs associated with returns under this policy.

  1. Exclusions

4.1     The following kinds of products may not be returned under this policy:

(a)      any product made to order;

(b)      any product personalised or adapted for you;

(c)      Fountain Pen Nibs

  1. Refunds

5.1     We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2     We will not refund to you the original delivery charges relating to the returned product unless the item is faulty

5.3     We will not refund to you any costs you incur in returning the product to us.

5.4     We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5     We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.

5.6   We will deduct any fee’s incurred from the refund where orders are send back to us where insufficient postage has been paid.

  1. Improper returns

6.1     If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a)      we will not refund the purchase price or exchange the product;

(b)      we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c)      if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

  1. Our details

7.1     This website is owned and operated by Mark Boothby (Handcrafted Pens By Mark)

7.2     Our principal place of business is at 49 Watling Street Bridgtown, Cannock, Staffordshire WS11 0BL.

7.3     You can contact us by writing to the business address given above, by using our website contact form, and by email, admin@handcraftedpensbymark.co.uk