We will either refund in full (including postage costs in the UK), or replace the faulty item free of charge. However, please contact us first before returning an item as often faults can be resolved by e-mail or telephone call or, if necessary, arranged to be sent directly to the manufacturer. Also, please empty all ink and clean fountain pens before returning as they can get into a horrible mess in the postal system. If you experience skipping or flow problems with your new pen, please first try it with one of the brands of ink that we stock. There are some brands of ink that are known to cause flow problems in many pens.
If you buy a pen from us and find that the nib is not the correct size for your writing we will change it for you free of charge (subject to availability). Please inform us within 14 days to arrange to return the pen or nib to us for exchange for another of the same value. We can extend this period on request for pens bought as gifts. Note that nibs will only be exchanged if returned in as-new condition and thoroughly cleaned. Please contact us first before returning any pen or nib so we can make any necessary arrangements.
Return of unwanted Goods
Under the Distance Selling Regulations you are entitled to a full refund if you return a product, or inform us that you want to return the product, within 14 calendar days. Unwanted goods must be returned in their unbroken original packaging complete with all labels and instructions and in the case of fountain pens in original unfilled condition (unless otherwise agreed prior to purchase) at the customer's expense.
If you are unsure about a pen at first sight, please just dip test it first using washable blue ink, just as you would do in a traditional shop. We reserve the right to reduce the amount of a refund if a pen is returned full of ink or with evidence of ink other than washable blue.
We recommend that you send high value items by Recorded Delivery (or Special Delivery for items worth over £100) or other tracked method as we cannot be held responsible for goods that don't arrive.
Please note we cannot accept returns of converters once fitted and for hygiene reasons we cannot accept returns of bottled fountain pen ink once opened. This does not affect your statutory rights.
Where do I send my goods?
Bespoke British Pens
The Wren Centre
Make sure you include a note so we know who it's from. There is no need to include the original sales receipt as we will have a record of your purchase.