Returns

EUROPENS RETURNS & REFUNDS:

Need to make a return? It's easy peasy. Just email customerservice@europens.co.uk within 30 days of receiving your order to get the process started. In your email, let us know:

Your original order number,
Whether the item is used or unused, and
Reason for return.

We'll get back to you as soon as possible with return instructions, usually within 24 hours. However, please note our opening times are Monday-Friday 10am-5.30pm, not including Bank Holidays.

Please see below for additional information regarding returns and refunds.

I HAVE CHANGED MY MIND:

Should you receive your item and it is not quite as you expected, we're more than happy to provide full reimbursement on products that are returned to us for any reason, as long as it's in resaleable condition, and is within 30 days of receiving your order.

I HAVE ORDERED THE WRONG ITEM(S) OR I WANT TO EXCHANGE:

No problem – You are of course welcome to return the item(s) to us as long as it is in resaleable condition, and is within 30 days of receiving your order. If you are seeking an exchange then please bear in mind that we do not facilitate exchanges and so any order returned will be automatically refunded, providing they meet our returns policy. We would be very grateful if you would place a new order for the correct item(s).

The right to return goods to us as referred to above will not automatically apply in the following circumstances, so please contact us before returning:
The product(s) has been used (which for pens/nibs means inked in any way)*
In the event that all additional items are excluded (including gift boxes, warranty papers, cartridges and converters, etc...)
The product(s) has been modified or personalised in any way.

*Once the fountain pen touches ink, we can still accept it – but you may be charged £5 to cover cleaning the nib and feed. We will discuss this with prior to you returning the item.

When sending any item back to us please ensure that the correct postage is paid otherwise the difference to be paid will be deducted from your refund. The buyer is responsible for any postage costs incurred.

I HAVE RECEIVED THE WRONG ITEM(S):

please accept our sincere apologies for receiving the wrong item(s) or the incorrect quantities, as per your original order. We always strive to offer the best customer service, however, situations like this do occasionally occur due to the number of orders we send out. Please contact us within 30 days of receiving your order and we'll provide you with return instructions with minimal inconvenience on your part. In most instances, we provide a pre-paid returns label, however, if the item is over £30 we may ask that you arrange to return this via a 'Tracked or Signed-For' postage service, which we will reimburse upon receiving.

AN ITEM IS DAMAGED OR DEFECTIVE:

We are sorry to hear that your item(s) has arrived damaged or arrived defective. Although we take careful precaution when packaging your orders, very occasionally an item can be damaged in transit. Please contact us and we'll take the necessary steps to minimise any inconvenience on your part.

If your item has since become defective and is within 90 days of receiving your order, please contact us for further instructions.

In some cases, 'defects' are due to poor instructions or inexperience; for example, if there is any dried ink in the nib feed, this may cause your fountain pen to not write as smoothly as it did when you first used it. A simple clean will resolve this problem without the need to return it. Please simply send us an email and we'll help as best we can!

I WOULD LIKE TO EXCHANGE A FOUNTAIN PEN NIB:

We only offer nib exchanges for certain brands. Please email customerservice@europens.co.uk for more information.

I WOULD LIKE TO RETURN A PERSONALISED PRODUCT:

Unfortunately, we are unable to accept any returned item that has been personalised in any way unless an error was made on our part (if we accidentally personalised the wrong product, it is damaged/defective, or the engraved message is different to the one you provided us with).

Bottom line – Please contact us via email before returning any items and we'll provide you with suitable return instructions.

For further information on your rights as a consumer, please visit: https://www.citizensadvice.org.uk