Returns and Refunds
Note for Global-e orders: orders placed through Global-e (most orders going outside the UK, with order numbers beginning GE...) are a little different for returns, as Global-e will help in the return process to make it easier. They also provide tracking services directly here. They also have a page of FAQs about the international shipping and returns process. But if you actually want to ask about pens, or have any questions about products, you're probably better off asking us - they know a lot about international shipping, but we know more about pens!
I've changed my mind.
Within 30 days of receipt you are welcome to return any item for any reason as long as it's in resaleable condition (unless it’s a personalised or special order item). Return postage is at your expense. Note that if you have inked a fountain pen you will need to discuss with us whether we can accept this back, but it is normally subject to a £10 fee to cover cleaning the nib and feed. Items can be returned for refund or exchange as you prefer. You do not need a returns number or any other bureaucracy - just package it properly; send it tracked and include a note of your order number and what you want us to do.
Cult Pens ‘Pre Loved’ products are listed with a clear description of any minor imperfections to the pen or packaging. Pre loved products can be returned in line with our standard returns policy however we cannot offer exchanges or nib swaps.
I've ordered the wrong thing or I want to exchange an item.
No problem - just send it back with a note of your order number and what you want to exchange it for. We normally turn around exchanges same-day and we can debit or credit any difference in price to your card. Please note we are unable to offer refunds on any personalised Products due to the personalisation element of the Product, unless the Product is defective, so please take extra care with your personalisation options at the time of ordering.
An item is damaged or defective.
Very occasionally an item can be damaged in transit or is defective. Please contact us before returning anything as we'll take the necessary steps to minimise any trouble on your part. We have many cases of 'defects' being due to poor instructions or inexperience - just give us a call or drop us an email and we'll solve your problem one way or another.
I'd like to exchange a fountain pen nib.
Where alternative nib sizes are available, the manufacturer will usually process a nib swap within 28 days of purchase subject to the returned nib being in perfect condition. Inking the nib is not a problem. In order to keep our prices as low as possible we require you to return the pen to the manufacturer, not to us. However, if necessary we can process a nib swap for most pens we sell at a charge of £10.
Please send any returns to us at the address below:
Unit 8 Millennium Place
Tiverton Business Park
Phone: 01884 259856
For orders through Global-e, visit their Returns Portal to arrange a return - they can handle international returns for you, making things much easier.