Delivery

Our couriers must have signatures upon delivery. If there is nobody in to receive the goods, the carrier will leave a card. It is your responsibility to contact the carrier to rearrange delivery. If you the customer decide to have your parcel stored in a safe place (by making arrangements directly with the delivery company) when delivered, and the parcel is damaged, lost or stolen, you will be responsible. Redirected goods to an alternative address once despatched to that of the original order shipping address can also incur a £6 handling charge by the courier.
Our delivery services detailed below are listed to try to ensure you receive your delivery at the allocated time selected. We will despatch on time, but then we are in the hands of our couriers and therefore cannot be held responsible for delays beyond our control which may result in your parcel not being delivered at a specified time. If the delivery time selected at the point of order has not been met by our third party couriers, then all postage costs will be refunded.

FREE DELIVERY OFFERED ON ALL UK ORDERS OVER £20

Orders over £100 placed before 3pm Monday to Friday are sent by DPD, for delivery on the next working day. Orders placed after 3pm on Friday will be delivered the following Tuesday. If you provide an email address and mobile telephone number then tracking information will be sent to you at the time of dispatch.
Orders under £100 are sent by Royal Mail second class post. Delivery will be approximately 5-7 working days after posting (please note due to COVD-19, delays may occur), but please allow up to 28 days before contacting us as this is Royal Mail's terms of business.

*Orders under £20 will incur a £2 postage and packing charge. Your order will be sent via Royal Mail second class post. Delivery is approximately 5-7 working days after posting, but please allow up to 28 days before contacting us as this is Royal Mail's terms of business.

*Please note, around Black Friday and Christmas your delivery may be delayed due to the high volume of orders.

SATURDAY DELIVERY

If you would like delivery on Saturday, we offer DPD Next Day with Saturday Delivery between 9.00am and 4.30pm for an additional charge of £15 (excluding bank holidays). To receive a Saturday delivery you must place your order no later than Friday 3pm.

SUNDAY DELIVERY

If you would like delivery on Sunday, we offer Next Day with Delivery between 9.00am and 4.30pm for an additional charge of £15 (excluding bank holidays). To receive a Sunday delivery you must place your order no later than Friday 3pm

BFPO (BRITISH FORCES POST OFFICE) SHIPPING

VAT Free (VAT will be removed at checkout)
Free Delivery (On everything)
Select BFPO Delivery option in checkout

Many Forces personnel buying from us have their registered address as a British Forces Postal Number, this means that when ordering from the UK you will only pay UK rates for your goods to be posted out to you, no matter where in the world you live. At Pen Sense all postage to BFPO addresses across the world will be delivered for free, no postage or packaging to be paid at all.

Also delivering to an overseas BFPO address means that you are exempt from paying VAT, and this value will be automatically deducted from your final cost through our ordering system.

BFPO - More information

RETURNS FOR ONLINE, MAIL ORDER TELEPHONE SALES & THIRD PARTY SITES

In the unlikely event that you receive an item broken or faulty, we will replace it Free of Charge. We may require the item to be photographed and emailed or returned to us and we will refund you the cost incurred. Items broken on arrival must be notified within 3 days of receipt.
If you decide that the Goods are not appropriate you may return them at your cost for a refund on the Goods. The Goods must be returned in a perfect resaleable condition, including the original Presentation/Gift Boxes where applicable. We reserve the right not to refund or offer a partial refund on returned goods that do not comply with the above. We normally allow you up to 28 days within which to return items. We are unable to accept returns on jewellery and perfumes.
Over the Christmas period, our returns policy is extended until the 6th of January 2022. All items must be returned in their original packaging and must be in a perfect resaleable condition. We are unable to accept returns on items that have been personalised.
We will not offer an exchange or refund on items that have been damaged or scratched if you have not notified us within three days of receipt, or that have been used, or that are not in the original packaging. In this situation, the item(s) will be returned to you at your cost.
Due to hygiene reasons, we, unfortunately, cannot accept returns, refunds or exchanges on Montblanc earrings.
In your original package will be an invoice/receipt. Please return a copy of this with your item together with a note stating the reason for the return. We advise all customers to return any item via a traceable method, as we accept no liability for items that may become lost during transit. Customers are expected to meet the cost of returning items, except in the case of faulty or damaged goods. Alternatively, you may bring the item into our store, where a trained advisor will be on hand to assist you.