Acknowledgement of Receipt of Instrument
In Store: You will be emailed a receipt confirming our possession of the instrument when you drop it off. Print copies can be provided on request.
Posted: Provided the email submitted to us in the form is correct, we will aim to acknowledge receipt of your writing instrument within 2 working days of its receipt.
For pens still covered by the manufacturer’s warranty, please send certificates of authenticity with the pen. We will send to the manufacturer and will manage the repair process for you. For this there is a handling charge of £15 plus return postage.
In Shop: If possible, we will aim to provide a quote on the spot when you drop the item off. For more complex repairs, or if a technician is not available at the time, we will take in the pen for inspection. We will aim to email or telephone you with a quote within 7 working days.
Posted: Unless you received a quote over the telephone as part of an initial discussion, we will provide a quote to you within 7 working days. As a rough guide, we find most repairs and services that do not require replacement parts are around £30 - 45 for issues such as inkflow problems, scratchy nibs, etc. and £45-60 for repairing/reworking broken nibs, or repairing complex filling systems e.g. piston-fillers.
Should you decide not to proceed with the repair after receiving the quote the pen will be returned without labour charge, with only postage will be charged.
How long will it take?
We are currently very busy with repair work, so turnaround times for in-house repair work is 4-6 weeks, unless otherwise stated. For work sent to manufacturer repair facilities, timescales can range from 4 weeks - 3+ months, depending on the manufacturer. We will provide an estimate of timescale to the best of our ability. Please note we are a very small brick and mortar store (one of the last 2 remaining pen specialists in the UK). We work to the best of our ability to ensure lead times are kept to a minimum, but we will always prioritise quality of repair over quick turnaround times. Thank you in advance for your patience and understanding in the repairs process.
All repairs are covered by a 3 month warranty. During this period any repeat of the original issue will be repaired free of charge, or a full refund given. Please note that old pens can be notoriously difficult sometimes, so we are committed to as much follow-up work as is required in that warranty period.