All our pens are manufactured in the United Kingdom to the highest standards of quality and workmanship, and each carries a 12-month guarantee against defect or fault.
The guarantee does not cover damage caused through misuse, negligent handling or improper treatment of the pen. In the event of the need to use this guarantee, please contact our workshop and explain the issue.
We will repair any defect free of charge, or replace the pen with a new pen of the same value. Please empty all ink from any fountain pens before returning.
If you buy a pen from our website, 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 cleaned.
100% Satisfaction Guarantee
If you are not 100% happy with your pen, then you can return it to us within 30 days of receipt for a full refund. Goods must be returned in their original packaging complete with all labels and instructions and in the case of fountain pens, in un-filled condition.
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 has been mishandled.
Where do I send my goods?
Please contact us first and explain the issue before returning any pen or nib so we can make any necessary arrangements. Our workshop address is:
Conway Stewart / Bespoke British Pens Limited
The Wren Centre
We recommend that you send all items by Signed for Delivery (for example Royal Mail Special Delivery in the UK ) or other tracked method as we cannot be held responsible for goods that don't arrive.
Please note we cannot accept returns of bottled fountain pen ink once opened. This does not affect your statutory rights.
Make sure you include a note so we know who it's from giving your name, telephone number and email address.