We're not big on small print, so we'll keep this short and simple. A few points you really need to know first, then we'll get on with the details:
These terms do not affect your statutory rights.
Still with us? Good - that's the most important stuff done, so things may go on a bit from here, but it's still important stuff if you want to know the details. We'll do our best to keep it readable.
We are bound by the Consumer Contracts Regulations in the UK, and by the EU Consumer Rights Directive across the European Union. We generally go a bit further than the rules say in trying to keep you happy, but they're always there to fall back on. You can find out more about these laws and regulations here:
As covered above, you can return anything for any reason, within 30 days of receiving it, as long as it's in 'as-new' condition, with all packaging intact. Fountain pens and other similar items shouldn't be inked. If you have something you'd like to return that doesn't fit into that, do contact us to ask, and we'll help if we can. We have to be fair to other customers, though - if something is too old, or has been out of our hands for too long, it wouldn't be fair for us to sell it as new. Inked fountain pens normally incur a cleaning charge to return them to new condition, and in cases where we decide we can accept returns of items over 30 days old, we may need to charge a restocking fee.
If an item is faulty, the above time frames don't apply and we would also refund the cost of returning the item to us.
If you're outside the EU, and return something for exchange that isn't faulty, you will need to pay the delivery charge again for us to send the replacement item.
Items ordered in specially for you can't usually be returned unless there's a problem with them, but again, contact us in case we can arrange something for you.
If you received something free for buying the items you're returning, you should also return the free item. For example, if you took advantage of an offer to spend £20 on certain products, and got a free widget; if you return those products, you should also return the widget.
These terms do not affect your statutory rights.
For items pre-ordered before they become available, your order will be shipped once the pre-ordered item is available.
If an item is available for pre-order, you will be able to purchase online. We will take the payment at the time of the order and dispatch to you as soon as the order is complete. Expected date of dispatch will be stated on the website, and if this changes you will be advised.
While every effort will be made to complete your order, we can't guarantee availability until the pre-ordered product is received, but we will keep you informed.
Unless clearly stated otherwise in the product description, you can cancel or return any pre-order the same way as any other item bought from us.
We do our best to make sure images on the site accurately represent the items we're selling, because we think it's important. It's worth keeping a few things in mind, though:
All in all, we try very hard not to make mistakes, but we are human (and one spaniel), and humans do sometimes make mistakes. So do spaniels, very occasionally, but they are a bit closer to perfection.
Within the UK, we ship most orders by Royal Mail, using First Class post. While this is referred to by Royal Mail as a 24-hour service, it isn't guaranteed, and delays can happen. Royal Mail won't consider a package lost until 15 business days from posting, but we'll usually assume it's gone missing after 14 actual days - two weeks. This sort of delay is very unusual, but happens occasionally. We'll always sort out any delivery problems, but please be patient when things go wrong. If you have a deadline, we'd always recommend upgraded delivery, and contacting us so we can be really sure of stock levels before we make any promises.
We can't guarantee delivery to PO Boxes, but we don't usually see any problems with them.
If your order doesn't arrive, you need to let us know within 30 days of ordering. For international orders, delivery can take longer, but please let us know within 60 days if it hasn't arrived.
We only stock items from good, reputable brands, all normally supplied to us directly from the manufacturer or their official UK distributor (with a few exceptions for rare specially-imported items). As such, you have the full backing of the manufacturer's guarantee as well as your consumer rights from us. Just let us know if you have any problems, and we'll always be happy to help you out if you need assistance with a fault.
And for those few rare special import items? Don't worry - we'll cover any problems with those ourselves, or make sure you can easily deal with the manufacturer directly. We won't leave you stuck if we can help it.
We respect your privacy, and we hate spam too. The very short version is that we try not to do anything that would be annoying to us, because we don't want to annoy you. We don't sell your details or pass them on, except in these specific ways:
You've probably spotted a theme in all this if you're still reading - we are not bad people, and you can talk to us if there's a problem.