Delivery & Returns
1. Delivery Costs
For all methods of delivery, charges are automatically calculated upon checkout. You are given the option to choose which shipping method you prefer.
2. UK Mainland Delivery Times
We gererally despatch all orders placed before 2pm on the same day, however engraved orders can take approximately 1-3 days for despatch. Larger bulk orders will have a longer lead time depending upon the size of the order.
Please allow approximately 1-6 working days (excluding weekends and public holidays) for delivery from date of despatch depending on which delivery service you have selected.
If you are in the UK and have not received your item within 6 working days of completion of your order, you should notify us as soon as possible so we can resolve the delay.
Delays are usually caused by the Royal Mail postal service so most of the time, given a few extra days, the packages arrive safely.
3. International Deliveries
At ExecutivePensDirect.com we provide a worldwide delivery service. International delivery prices are automatically calculated at the checkout for you.
4. International Delivery Times
Orders sent via International Airmail outside the EU can take between 14-28 working days to arrive.
Orders sent via International Express Airmail are estimated to take 5-10 days, however due to customs checks in non-european countries, delivery times may be considerably longer.
If you are an international customer and you have not received your order after 28 working days, please contact us so we can resolve the delay for you.
Please note: Even though international orders generally take 7-21 days they can take up to 28 working days to arrive. This may be due to packages passing through International Customs checks. ExecutivePensDirect have no control of delays of this nature. Until this period has passed we cannot reship orders unless we know for certain that they are lost, stolen or damaged.
If there are issues with your delivery address this can delay packages even longer so please make sure all delivery details are clear.
Please note: Very occasionally, international customers may be subject to a customs charge which is out of the control of Executive Pens Direct. It is the responsibility of the customer to settle these charges upon receipt of the goods. We can accept no liability for these charges.
5. Additional Delivery Details
Most of our deliveries require a signature for proof of receipt of goods. If a signature is obtained from any person other than the named customer at the specified delivery address, the named customer is still responsible for the item received.
Delays are occasionally inevitable due to unforeseen factors. We shall be under no liability for any delay or failure to deliver within estimated timescales.
If a delivery attempt has been made and a card has been left you must contact the courier direct.
You reserve the right to cancel your order for any item purchased on the web site (except personalised engraved items, customised items, and Limited Edition Items as these are purchased to order and are non refundable) for a full refund within seven days after receipt of the item. However, you must take reasonable care of the items and must return them in their original packaging and without use.
In the case of Customised items, engraved items, items which have been ordered in specially at your request, and Limited Edition items, these items are non-refundable and a replacement will be offered if faulty.
If you wish to return your items for a full refund you must inform us via email through the Contact Us page. Please make sure you state your order number in the email. You are responsible for the delivery costs both to and from your address. Please note if the free delivery offer has been made use of then a nominal charge of £1.95 will be deducted from your refund amount to cover the shipping costs incurred by us.
All items must be returned in their original packaging.
ExecutivePensDirect.com reserve the right to deduct delivery charges from any refund should we deem necessary.
If you receive a faulty or damaged item you must notify us within 7 days of receipt and we will refund (in the case of non engraved items), replace or exchange the item. When faulty goods are returned we will refund the return postage you have paid but we will only bear the cost of standard recorded postage up to £5.
We do not offer full refunds on items which have been engraved, for goods which are damaged or faulty we can only offer a replacement or an exchange.
Engraved items cannot be refunded as they have been personalised to your specification. In the case of delivery of a faulty or damaged item we will happily replace the item for you. For more information on our Engraving Terms please click here.