FAQ

About

Who are Cult Pens?

We are a reliable, reputable and friendly retailer with the world's biggest selection of pens, pencils and refills! We've been trading since 1994 and we're recommended by customer services departments at Pilot, Pentel, Uni-ball, Zebra, Stabilo and edding, amongst others. Please see the About Us page for more information.

Where are you?

Cult Pens is a British website, based in Tiverton, Devon.

How do I contact you?

Please see the Contact Us page. If you have a question please check the rest of this list, which covers most of the questions we are asked.

Who do you sell to?

Anyone! We sell to the public, to professional and commercial users and to the public sector.

What are your terms and conditions?

You can see our full terms and conditions here.

Are the items you sell new/genuine/guaranteed?

Every item we sell is brand-new, sourced direct from the manufacturer or their authorised distributor, and is covered by their standard warranty. We do not sell second-hand or counterfeit items.

Security and Privacy

Is it safe to order from your site?

We use SSL encryption on our checkout pages and our site has a security certificate issued by Comodo:

For card payments you are handed over to Actinic Payments - run by CreditCall, one of the largest payment processors in the world and subject to the highest-available security levels. Your card details are not stored on our server or on our premises.
We're confident that our systems and payment partner ensures the security of your details, but if you'd prefer not to enter your card details on the internet, you can complete your order without any payment details, and then call us with your card details on 01884 259856, quoting your order number.

What is your privacy policy?

We respect your privacy, and we hate spam too. The very short version is that we try not to do anything that would be annoying to us, because we don't want to annoy you. We don't sell your details or pass them on, except in these specific ways:

• If you pay by card, our payment processor (Actinic Payments, run by Credit Call) will need your address and card data, but only to process your payment.
• Shortly after your order, we ask Trustpilot to contact you to see if you're interested in reviewing our service. If you don't wish to do so, just ignore this email, and they won't contact you again.
• We send a monthly newsletter, but you can choose not to receive this in the checkout process if you don't want it, and you can, of course, unsubscribe at any time with the links given in every newsletter we send.

Cookies

What are cookies?

A 'cookie', in web-browsing terms, is a tiny file stored on your computer by a web site you visit, which it can ask for again later. They're commonly used to remember preferences, to make things like shopping baskets work, and to help web site owners to find out more about how people use their sites.

How does Cult Pens use cookies?

Our site is run by software called SellerDeck, which uses cookies to make some of its features work. The most important one is the shopping basket - this wouldn't work without cookies. Cookies are also used for some other features, like remembering what you were looking at before your current page, which some pages can use to send you back to where you were after carrying out an action you've requested. Your name and address will only be stored in a cookie if you choose the option to have the shopping basket remember you.

Can I refuse cookies?

You can set your browser to reject any cookies, and they won't be set. Some features of our site will stop working, though, including the shopping basket, so you won't be able to buy online. You could still read about our products and order by phone. For information on controlling and deleting cookies, see AboutCookies.org.

More information?

For more about cookies, Wikipedia's article is probably a good place to start.

Payment

What cards do you accept?

We accept Visa, Visa Debit, MasterCard, Maestro and American Express cards.

Your payment system has asked me for a password - I'm not sure about this.

If your card is enrolled in 3D-Secure - the Verified By Visa or MasterCard SecureCode schemes - then after entering your card details your bank will request that you validate your purchase by entering some characters from the password you have for your card. If you haven't set one up it may invite you to do so. This system is between you and your bank or card company - the passwords are nothing to do with our website or our payment provider.
If you are concerned, please contact your card issuer who will explain the password system and help you set one up. It's designed to make your online shopping safer. You should never reveal this password - treat it like an online version of your card PIN number. You can find more details here on Verifed by Visa or MasterCard SecureCode.

Can I pay by cheque or postal order?

We can accept UK bank cheques in pounds sterling only. PLEASE DO NOT just send us a cheque for what you think your order should come to - please use our online shopping basket as normal and go to Checkout, then select Send Cheque as your payment method. This way you will get the correct total to pay and we will have all the despatch information that we require!
Print the receipt page or the order confirmation email and send with a cheque for the total amount, made payable to 'Cult Pens', to:
The SQL Workshop Ltd
Unit 5 Tiverton Trade Centre
Lowman Way
Tiverton
EX16 6SR
Please write your order number on the back of the cheque and include a daytime phone number in case of queries. Please allow up to 10 days for cheque clearance. Unfortunately due to problems handling them, we can no longer accept postal orders. Sorry - we can't accept International Money Orders.

Can I pay by international bank transfer?

Yes. We will need to make an additional charge of £5 to cover bank fees as even if you elect to pay all charges at your end, British banks are greedy enough to still charge us. Still, they need it more than we do, eh?

Can I pay by PayPal?

We don't accept PayPal payments online.

Can you invoice me?

We can send you a pro forma invoice to pay against with card, cheque or bank transfer. Place your order online and choose the pay by cheque option, then contact us to request your pro forma. Alternatively just phone in or email your order and we'll set it up for you. Sorry, but we don't offer credit accounts to private sector organisations.

Do you offer credit accounts?

We don't operate credit accounts unless you're a public sector organisation - schools, NHS, MOD, government, etc.

Do you accept purchase orders from state schools/NHS/councils/government?

Certainly - just send us an official purchase order and we'll send you the goods along with an invoice. State schools, NHS, MOD, local and national government, etc - ONLY! - and please note that purchase orders are subject to a minimum order value of £20 ex. VAT.

International

Do you deliver to my country?

We deliver to virtually every country in the world. To check your country - add an item to the basket and click Checkout. A full list of countries we currently ship to will then be available for selection. Please refer to our Delivery page for information about international delivery charges.

How do you ship?

Standard delivery is via registered airmail, which requires a signature on arrival. This typically takes 5-8 business days but airmail is unpredictable, as are local customs offices - please allow up to 30 days. We can offer express courier delivery at extra cost - please contact us for transit times and prices.

International delivery charges.

£7.50 GBP to Europe, £10.00 GBP Rest of the World - for registered airmail. Please refer to our Delivery page for more details.
We don't offer a cheap untracked airmail service, sorry.

What will my order cost in my currency?

We only charge in British Pounds Sterling - GBP. Your card company will take care of the conversion to your local currency.
To see the total cost of any order to any destination, simply add the items you're interested in to your basket. Click Checkout and select your country (and your state, if you live in the USA or Canada). You will then see the total cost with any taxes and shipping charges applicable. You do not need to provide any personal details at this stage. The total amount is displayed in GBP - you can convert this amount to your local currency using www.xe.com but please note that this will be an approximate amount. Rates change daily and your card company will normally use a less favourable rate than the standard bank rates.

How can I pay?

For orders outside the UK you should use your debit or credit card. We can accept payment by international bank transfer but we will charge an extra £5.00 GBP to cover bank fees.

Do I pay VAT?

Customers in the UK and the European Union pay VAT, which is a sales tax. Customers outside the EU won't pay this and will pay the 'Vat excl' prices displayed on the site. Add an item to your basket, click Checkout and select your delivery country, then press Next. You can then continue shopping and the basket will show the relevant taxes, if any.

Do I pay import fees and duties?

Customers outside the European Union are likely to incur customs duties and/or import handling fees. Rates vary by country. Low-value orders usually escape any duties, but again the threshold varies by country. You will need to check the importation laws in your country. The customer is responsible for paying any importation charges. Please note that we will not falsely declare values on customs paperwork - please don't ask us to.

Ordering

How do I shop?

Use the 'Add to Basket' buttons by each product to fill up your basket. If you wish to change the quantity of an item or delete an item from your basket, use the 'View Basket' link at top right - make your change and press the 'Update' button below the basket.
When you're finished shopping click the 'Checkout' link at top right. Select your shipping destination country at the top of the page to recalculate the basket - at this point you will have confirmation of the total cost of your goods including shipping and any applicable tax. Enter your address and card details and you're done. You will receive an automatic email acknowledging your order (if you don't, either you entered your email address incorrectly or your spam filter is blocking us!). If you need to change your order for any reason please email or phone us as quickly as possible.
You will receive another email advising you when your order ships - if you do not receive any emails, please check your junk mail box!

Do I need to register?

No! No usernames to create, passwords to remember or annoyingly irrelevant questions to answer - just fill your basket and then checkout with your address and payment details.

How do I confirm the total cost of my order?

Easy! To see the total cost of any order including taxes and shipping to any destination, simply add the items you're interested in to your basket. Click Checkout, select your country (and your state, if you live in the USA or Canada) at the top of the page. You will then see the total cost with any taxes and shipping charges applicable. You do not need to provide any personal details at this stage. The total amount is displayed in British pounds sterling - you can convert this amount to your local currency.

Is the item I want in stock?

All products displayed on our site are normally in stock unless stated otherwise. Occasionally we go out of stock at short notice or won't have enough to cover your order. In this case we'll let you know. Your card is not charged until we're actually ready to ship your order. If you urgently need an item it's always best to confirm stock by contacting us via email or phone.

Can I visit your premises to shop?

Sorry - we're not set up for personal shoppers. All our stock is organised as a mail-order warehouse, not for browsing, and we rarely have time to spend discussing products face-to-face - we're too busy!

I need some advice before I buy

Just drop us an email or give us a call - we'll be happy to offer any advice that we can.

Can I order over the phone?

Certainly - just call 01884 259856, Monday - Friday, 9am to 5pm, with your credit or debit card to hand. If you call before 3pm your order will usually be despatched that day, subject to stock.

How quickly do you ship?

As fast as we possibly can! Orders placed by 3pm will normally ship same-day! Orders placed after 3pm shipped next business day. Occasionally we will go out of stock at short notice, or your order exceeds our stock holding, but we will inform you if this happens to your order.

Delivery

What are your delivery charges?

In the UK delivery is £1.50 for orders under £10, free otherwise. Please refer to our Delivery page for information about next-day delivery options and international delivery charges.

Can you deliver to a separate address?

For UK orders we can send your order to any address. Just tick the separate delivery address box on the first checkout page (where you select the country), enter your card address as the invoice address and the next page will ask for a delivery address.
Please note that we assume that a separate delivery address is for you and your invoice will be included in the delivery. If you are having an order sent directly to a gift recipient you will need to contact us if you wish to prevent the invoice being included in the package.
For orders outside the UK we only deliver to card address unless you're an existing customer.

Can I get express delivery?

In the UK, orders can be despatched for next business day delivery at extra cost, subject to the item being in stock and the order being placed by 3pm. It's usually best to place your order by phone to ensure we can fulfil your requirements. Orders over £100 are sent by express delivery at no extra cost, but please contact us to check stock if your order is urgent.
For orders outside the UK, we can usually upgrade your delivery to express courier at extra cost - please contact us for delivery times and charges.

Do you ship to BFPO addresses?

Yes, no problem - just order as normal, select United Kingdom, and enter your BFPO number as the postcode - that covers most cases. Anything more complicated - get in touch with us.

Can I collect my order from your premises?

Yes, but you'll still need to place your order online and arrange a convenient day and time to collect it. We can't deal with cash on the premises or with browsers - sorry! For small orders, our £1.50 postage and packing charge still applies.

Problems

My order hasn't arrived.

Orders in the UK: We send out most orders by first class post. These normally arrive next-day but can sometimes take several days. If your order hasn't arrived 14 days after we sent you the shipping confirmation, please contact us. If your order was sent Royal Mail Signed For, Royal Mail Special Delivery or by courier you will have been emailed a tracking number - please check this in the first instance.
International Orders: We send most orders by Signed For Airmail. The tracking at royalmail.com will confirm that it has been passed overseas. Whether or not you can track it with your local postal service depends on the country. Try EMS Track and Trace first. Some countries can track online, some can't. In all cases local tracking won't start until after our delivery has passed through your local Customs border controls. Please allow 30 days from our shipment notification before reporting non-arrival. If we sent your order by FedEx or DHL we will have emailed you a tracking number - please use that with FedEx or DHL as appropriate.

I've changed my mind.

Within 7 days of receipt you are welcome to return any item for any reason as long as it's in resaleable condition. Note that if you have inked a fountain pen you will need to discuss with us whether we can accept this back. Items can be returned for refund or exchange as you prefer. You do not need a returns number or any other bureaucracy - just package it properly; send it tracked and include a note of your order number and what you want us to do.

I've ordered the wrong thing or I want to exchange an item.

No problem - just send it back with a note of your order number and what you want to exchange it for. We normally turn around exchanges same-day and we can debit or credit any difference in price to your card.

An item is damaged or defective.

Very occasionally an item can be damaged in transit or is defective. Please contact us before returning anything as we'll take the necessary steps to minimise any trouble on your part. We have many cases of 'defects' being due to poor instructions or inexperience - just give us a call or drop us an email and we'll solve your problem one way or another.

I'd like to exchange a fountain pen nib.

Where alternative nib sizes are available, the manufacturer will usually process a nib swap within 28 days of purchase subject to the returned nib being in perfect condition. Inking the nib is not a problem. In order to keep our prices as low as possible we require you to return the pen to the manufacturer, not to us. However, if necessary we can process a nib swap at a charge of £10.

VAT

What is VAT?

VAT is EU sales tax. Currently 20% in the UK. Customers outside the European Union will not be charged VAT.

Do you supply a VAT receipt?

A detailed VAT receipt is included with all deliveries. If you don't wish us to include one, eg. for a gift, then please let us know. Copies of VAT receipts can be sent via email on request.

Can you ship VAT-free to EU businesses?

Yes - place your order online and then email us your VAT number, quoting your order number. We can then remove VAT before we process your order and charge your card. Please note that we validate all VAT numbers against the EU database

Can you ship VAT-free to the Channel Islands?

Yes - please select 'Channel Islands (UK)' as your delivery country and VAT will be removed during checkout. We cannot retrospectively refund VAT if you selected 'United Kingdom' as your Channel Islands delivery country. We can amend before despatch if you let us know in time!

Can you ship VAT-free to BFPO?

No problem for BFPO addresses which are readily identifiable as outside the EU - just let us know immediately after ordering. For others we would need official authorisation from your unit commander that you are eligible for VAT-free purchase.

Other Questions

Do you offer an engraving service?

Sorry - we don't currently offer an engraving service.

Can you supply pens with my name or logo on them?

We don't have a printing facility in-house but we can supply certain models and brands printed by the manufacturer to your specifications - please ask. Please note however, that we only deal in quality branded pens - prices for printed Japanese or German pens are usually measured in pounds rather than pence! If cost is your only concern please go to one of the specialist promotional pen companies. Alternatively, if you have a printer please ask us for our best price on bulk quantities.

You don't seem to stock the item I was looking for - can you get it?

If it's an item available in the UK from one of the brands we deal with we're happy to make a special order for any item. However we can only buy in standard trade packs so we're unlikely to be able to sell you just one or two of an item that has a minimum trade order of 10 or 12.

I have a problem using your website.

Our site has been designed to be simple, clear and compatible with the vast majority of PC's and browsers. If you have a problem it's usually down to browser settings, but give us a call and we can take your order over the phone.

Can you send me a sample?

We won't normally send out samples. All our products are available to buy as individual items so you don't have to buy a whole box.

Will you support my charity?

Unfortunately we receive more sponsorship requests than we are able to accommodate, so our policy is to support only local events and charities as it makes hard decisions simpler and supports our local communities here in Mid-Devon.
If you're in Mid-Devon or Exmoor please let us know if you'd like us to help out - we've helped Tiverton Youth Football, Tiverton Youth Club, The Exmoor Society, Devon Air Ambulance and Tiverton School, amongst others.