The policy, in short
Thirty days from delivery, for any reason, on anything unused. You do not have to tell us why. Write to us with the order number and we will send a return address and a returns reference.
| Window | 30 days from delivery |
|---|---|
| Condition | Unused and resaleable, in its original packaging |
| Refund method | Back to the original card |
| Refund timing | Within 2 business days of the return arriving |
| Return postage | Paid by us if the fault is ours, by you otherwise |
Pens and nibs that have been inked
A fountain pen that has been filled cannot be resold, so an inked pen is not a return in the ordinary sense. It is still not your problem, and here is what we do instead.
- Within 30 days, if the nib is not writing as specified: send it back and we re-hone it at no charge, including return postage both ways. This is the common case and it is usually a tuning issue rather than a fault.
- Within 30 days, if you simply do not get on with the grind: send it back and we will regrind the unit to a different width of the same price, once, at no charge.
- Outside 30 days: we will still re-hone a nib we ground, for the cost of return postage. There is no time limit on that.
If a unit will not hold a line after the second pass, it is scrapped. We would rather lose the blank than the customer.What happens on the bench
What cannot come back
Three categories, and all three are flagged on the product page before you buy.
- Opened ink. A bottle with a broken seal cannot be resold. An unopened bottle can come back under the ordinary thirty-day policy.
- Cut-to-order items. A monogram seal engraved with your initial, and an architect grind cut to your stated pen angle. If either is wrong against what you specified, that is our error and we will remake it.
- Used paper. An opened pad or ream that has been written on. An unopened ream is an ordinary return.
If a product falls into one of these and has arrived faulty, none of the above applies — a faulty item is replaced or refunded regardless.
Cancellations
An order can be cancelled at any point before it is dispatched, with no charge and no restocking fee. Email us with the order number; if it has not gone out, we will cancel it and refund in full the same day.
Once a parcel has been collected by the carrier we cannot recall it, and the order becomes an ordinary thirty-day return instead. There is no penalty for that, only the return postage.
There are no subscriptions, standing orders or recurring charges on this site, so there is nothing to cancel other than an individual order.