Frequently Asked Questions

Coronavirus (Covid-19)

Will my delivery be delayed due to the current state of Coronavirus?
We are processing orders as normal i.e. all orders placed before 3pm Mon-Fri are despatched same day. We use the Royal Mail for all deliveries and we are not experiencing any delays.

Ordering

The item I want is showing as ‘out of stock’. When will you have it back in stock?
We regularly have replenishment of stock on the website. Most items are back in stock within one week. If you see that your pen is still out of stock past one week, please call customer services.

What is the difference between a rollerball and ballpoint pen?
The writing mechanisms of ballpoint pens are similar to rollerball pens but there are several differences. While a ballpoint pen uses a thick oil-based ink, the rollerball pen uses liquid ink. This key difference makes the rollerball feel smother and more liquid, giving it a more fluid action which is comparable to a fountain pen.

I am looking for a fountain pen for a left handed person, do you have anything suitable?
Lamy stock a good selection of fountain pens with the ‘left nib’ option. All our standard pens have a ‘medium reverse oblique’ option, most left handers use this nib more suitable.

Does my pen come in a gift box?
All our pens come in presentation boxes apart from Yoropen and Young Line (children’s pens).

Do you stock authentic silver pens?
All our silver pens are authentic and are hallmarked at Birmingham ASSAY office. See the selection of silver pens here

What refills will my pen take?
When ordering a refill, we advise customers to note the brand of the pen. All refills differ in size from brand to brand, so you need to be sure that the refill is compatible to the pen. Ballpoint and rollerball pens take different refills so look at the style of pen.

Do I have a warranty on my pen?
Almost all of the pens we carry have warranty. Each brand will offer a different warranty so check the product description for exact warranty terms and conditions.

I am ordering a large amount for my company, do I get a discount?
Please contact our corporate team for large orders.

Delivery

How soon can I get my order?
When placing your order, you will be given different delivery options to select. It will also give you the estimated delivery times. Here are the options:

Free Standard Delivery £0.00
Estimated delivery time 2 - 4 days

Premium Delivery £3.00
Estimated delivery time 1 - 2 days

Next Working Day £6.00 *
Estimated delivery time 1 day
* This delivery method requires a signature.

Saturday Delivery £11.00 *
* This delivery method requires a signature.

I won’t be home to receive the order, will my parcel fit through the letter box?
Most of our pens fit though the letter box so customers don’t have to wait at home. Please note that if you select ‘Next day delivery’ or ‘Saturday delivery’ this will require a signature.

I don’t live in the UK, do you ship internationally?
We ship worldwide. Please visit our international website to pay in your local currency, enjoy great international shipping options and prepay all customs/duties/taxes.

Engraving

I need to change my engraving/embossing message, what should I do?
If you need to change your engraving or embossing message for any reason contact customer service right away. If our specialists have not yet started the engraving, we can change this for you. Note that next day deliveries are processed quicker so you receive your order on time.

What do you use to engrave the pens?
We use a state of the art laser engraving machine. The laser engraver removes the layer of finish and exposes the pen body without damaging the pen itself. It is a lasting engraving that will never rub off. Please see our engraving video to learn more about our engraving procedure:

I want to use up more character than what is allowed, can you adjust this?
The characters allowed varies from pen to pen. Some pens are longer and have a bigger engraving width than others. Unfortunately we cannot adjust the characters as our machines are configured to only engrave the characters shown.

I want my pen engraved in a different colour, can you do this?
The engraving finish (colour) is determined by the material from which the pen is made. As a result we are not able to change the colour of the engraving.

I have my own pen that I would like you to engrave, can you do this?
We only engrave pens purchased on Pen Heaven. Unfortunately, if your pen has been purchased by another retailer, we are unable to engrave it.

After sales service

I’ve ordered a Parker pen and it has arrived without the refill.
Parker do not fit their refills into rollerball pens to avoid the ink from drying out and potentially clogging the nib. The refill is encased separately in the box. Here is how to find it:

Lift the card inlay (to which the pen is attached) out of the box completely.
You will find your ink refill in a cardboard holder underneath.

What are the returns policy?
We have a 21 day returns policy from when you receive your order. The item must still be in a re-saleable condition and returned with proof of purchase. We will be unable to refund the shipping costs. Items that are engraved or embossed are not refundable.

Where do I send my returns?
Returns should be addressed to:

Pen Heaven Returns
Unit 4 Technology Park
Colindeep Lane
London
NW9 6BX

I have accidently dropped my pen and now it won’t work, can you repair this?
The manufacturer may repair any fault but at a fee. You will need to email customer service first detailing any problems/faults with the pen. Customer service will give a full inspection on all pens before it goes to the manufacturer. Please note that the pen must have been purchased from Pen Heaven.

I want to keep updated with the latest products and promotions, where can I sign up?
Signing up is easy and fuss free. Simply enter your email address in the box at the bottom of the page and hit ‘subscribe’.

My fountain keeps leaking, how do I stop this?
You should always check if the fountain pen nib is damaged. Damaged nibs will need to be replaced. In some cases, you will find that your fountain pen has too much ink. If so, take out the ink cartridge and flush out capillary system. If you are not going to use the fountain pen for a while, empty the ink and gain flush the pen with water until no discolouration from ink appears.

My fountain pen won’t write anymore?
Fountain pens need to be used regularly and need special care. In most cases, the nib clogs or dries up and you will find it difficult to get it working again. We usually advice customers to 1) try not to leave the pen unused for long stretches of time 2) flush out the nib with warm water to help the circulation flow. Read our blog post on caring for your fountain pen.