FAQs
🚚 How quickly will my order be dispatched?
Orders placed before 3pm (Monday–Friday) are usually dispatched the same working day. Orders placed after this time, or on weekends/bank holidays, will be dispatched the next working day.
📦 How will my order be delivered?
We use Royal Mail tracked services for all deliveries, so you can follow your order from dispatch to delivery.
🔄 Can I return my order?
Yes — we accept returns within 30 days of delivery, provided items are unused and in their original condition.
💷 Do you offer free returns?
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrect.
💳 How long do refunds take?
Once your return has been received and inspected, refunds are processed promptly. Please allow 3–5 working days for the funds to appear in your account.
📄 Do you provide VAT invoices?
Yes. We are VAT registered and a VAT invoice is automatically issued once your order has been invoiced and dispatched. If you cannot locate your invoice, please contact support@drpen.co.uk and we'll be happy to assist.
✅ Are your products authentic?
Yes — we are an authorised retailer, and all products sold are 100% genuine and sourced directly from trusted brands.
📦 How are orders packaged?
All orders are carefully packed using protective packaging to ensure they arrive in excellent condition.
✏️ Do you sell refills and replacement parts?
Yes — we stock a wide range of refills, inks, and accessories.
📍 Can I change my delivery address after ordering?
If your order has not yet been dispatched, please contact us as soon as possible at orders@drpen.co.uk and we'll do our best to update your delivery details.
📧 How can I contact you?
You can contact our Customer Care team at support@drpen.co.uk. We're always happy to help with product, order and delivery enquiries.
🎁 Do you offer gifts or special editions?
Yes — we regularly stock gift sets and special edition pens, including limited releases from brands like LAMY.