Frequently Asked Questions (FAQs)

ARE YOU JUST A WEBSITE?

Yes, we are just a website. We do not currently have a brick and mortar shop although this may be a possibility at some point in the future. However we will be attending as many of the pen shows throughout the UK each year as we are able to!

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept most major credit and debit cards, payments for which are processed through Square. We also accept PayPal.

HOW GREEN/SUSTAINABLE/ECO-FRIENDLY/ENVIRONMENTALLY-FRIENDLY/PLANET-FRIENDLY ARE YOU?

We strive to be as eco-friendly and ethical as possible. We are currently drafting a Sustainability Manifesto which will be available to view on a new Sustainability page on the website. This will detail the efforts we are taking to be as sustainable/ethical/eco-friendly as we possibly can.

We are honoured to have been awarded the CIPS Corporate Ethics Mark by the Chartered Institute of Procurement and Supply (CIPS). This signifies that we have signed a Statement of Commitment to ethical sourcing and supplier management and have taken proactive steps to safeguard against unethical conduct. This will also be detailed further in our Sustainability Manifesto in due course.

HOW LONG WILL IT TAKE FOR ME TO GET MY ORDER?

Most items are available from stock for immediate dispatch. We will generally send orders received before 2.00pm UK time Monday to Friday that afternoon. If for any reason we cannot dispatch your order we will notify you by email at the earliest possible opportunity. You will be given the opportunity to cancel and have an immediate refund, or we will give you an expected date of dispatch. We will also keep you posted with delivery updates along the way, to ensure you always know where your order is.

CAN I RETURN AN ITEM?

Of course you can. Obviously we would rather that you keep the item you have received and enjoy it, but if it’s not for you then feel free to return it, following the guidelines laid out below:

If you have changed your mind about the purchase, you may return products within 30 days of the date of purchase (defined as the date the item was dispatched), providing they are returned as sold, unused and in their original condition.  You will be responsible for the costs of postage. We will refund the cost of the items in full (but not our postage costs) on their receipt, in good condition, back at our Returns Department.  You must ensure that they are appropriately wrapped, have the correct postage and are insured, as necessary.  We would recommend that you use “signed for” post.  

If you are sent an item that is not what you ordered, or an item that is faulty or damaged, we will either replace it with the correct item, replace it with a working/undamaged item or refund its cost plus the cost of postage.  We will also pay for the postage back to us – please call us on (UK) 0117 428 8784 or 07494 173972 or (abroad) +44 117 428 8784 or +44 7494 173972, between 9.00 am and 5.00 pm UK time Monday to Friday or email us at the following address: enquiries@stonecottfinewritingsupplies.com to discuss the return.

For international orders, if the item is not what you ordered, or is faulty or damaged, we will either replace it with the correct item, replace it with a working/undamaged item or refund its cost plus postage costs up to, but not exceeding, those incurred with the original order.

Address for returned items:

RETURNS DEPARTMENT, Stonecott Fine Writing Supplies Ltd, Redwood House, Almondsbury Business Park, Bristol, BS32 4QW, UNITED KINGDOM

WHAT ARE YOUR POSTAGE CHARGES?

Postage and packing will be charged at the following rates:

UK orders:

£4.95; dispatched within 1-2 working days using Royal Mail First Class post. Typically, they will take 1-2 days to be delivered.

European orders:

£12.95; dispatched within 1-2 working days using the most appropriate shipping method.

Rest of the World orders

£19.95; dispatched within 1-2 working days using the most appropriate shipping method.

Customers will receive emails notifying when their orders have been dispatched.

ADDED DELIVERY TIME

Some items may have to be specially ordered from our suppliers as we cannot guarantee to hold all items in stock. These items could add several days to your order, but we will keep you notified you of your orders progress.

COMPLAINTS OR COMMENTS

We like to hear from customers – even to tell us we could have done better. Should you have any comm ents or complaints please send these to enquiries@stonecottfinewritingsupplies.com and we will respond at our earliest opportunity.

HOW CAN I CONTACT YOU?

You can either email us at enquiries@stonecottfinewritingsupplies.com or use the form below:

Contact us

DO YOU HAVE A REGULAR NEWSLETTER FOR PRODUCT UPDATES?

We plan on setting up a newsletter, but we can’t promise that it will be regular! If you’d like to sign up please use the form below. This will be especially useful for you when we have new products in stock or new offers.

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