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?
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 Pay360, part of Capita, 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.
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 (Pay360, part of Capita) will need your address and card data, but only to process your payment.
- International orders are shipped by Global-e, and they are the merchant of record, so they need your data to deliver your order to you.
- 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 newsletter, but we won't send it to you unless you ask us to, and you can, of course, unsubscribe at any time with the links given in every newsletter we send.
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.
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.
What cards do you accept?
We accept Visa, Visa Debit, MasterCard 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?
Unfortunately we no longer accept cheques, postal orders or 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 charge us too. Still, they need it more than we do, eh?
Can I pay by PayPal?
Yes - just shop as normal, then choose PayPal as your payment method in the checkout.
Can you invoice me or send a pro forma invoice?
We can send you a pro forma invoice to pay against with card, cheque or bank transfer. Place your order online and choose the Offline Payment 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.
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?
We send international orders via Global-e, who handle the payment and delivery, giving you better options for payment methods and more choices for delivery. For most countries, registered airmail is available, which 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 for faster delivery.
International delivery charges.
Delivery costs vary by country, but you can add the items you want to your basket, then see the delivery options and charges listed in the checkout. Please refer to our Delivery page for more details.
What will my order cost in my currency?
To see the total cost of any order to any destination, simply choose your country of delivery when you first open the Cult Pens website, or change it using the flag at the top of the page, then 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, duties and shipping charges applicable.
How can I pay?
For orders outside the UK, all payment options are shown at checkout, these include credit cards and PayPal but can also include local payment options. You can pay in your own currency in a lot of territories now, just choose the option when you open the Cult Pens website or click on the flag and change to your country of destination and choose the currency there.
Do I pay VAT and duties?
Customers in the UK pay VAT, which is a sales tax. For the rest of the world, choose your location, then add an item to your basket, click the 'show basket' link at the top of the page and proceed to checkout for total amounts payable.
USA and Canada: all duties are included in the price shown on the product page, all taxes are added at checkout once the state has been added, as different states charge different amounts of taxes.
EU countries: all duties and taxes are included in the price shown on the product page.
Australia/New Zealand/Switzerland/Norway: all duties and taxes are included in the price shown on the product page.
All other countries, duties and taxes may be payable. Our shipping partner, Global-e normally offers the option to pay them when ordering or you can choose to pay on arrival to your local courier/delivery agent. For countries where the option to pay duties and taxes is not available at checkout, you may still be charged on arrival, please check with your local tax office for further information.
We will not falsely declare values on customs paperwork - please don't ask us to.
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, unless you choose your local currency before you checkout.
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!
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. Use the flag at the top of the page to select your delivery country if it isn't already correct. Enter the checkout to see the options for delivery, and you can then see your total in 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 generally set up for personal shoppers. All our stock is organised as a mail-order warehouse, not for browsing. We can sometimes arrange for an order to be collected, if you're local or passing by, but contact us first, as you'd need to place the order in advance and arrange the collection.
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, 8:30am to 4:00pm, 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 at the weekend are shipped on Monday or Tuesday, Orders placed by 3pm, Tuesday to Friday 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.
What are your delivery charges?
In the UK delivery is £2.95 for orders under £30, free otherwise. Worldwide delivery charges vary depending on the country - add the items to your basket and enter the checkout to see the options available.
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.
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. You will have this option when you check out, but it's worth contacting us to double-check stock if the delivery date is really important. Orders over £100 are sent by express delivery at no extra cost, but please contact us to check stock if your order is urgent.
Outside the UK, we can usually send by courier at extra cost, for faster delivery. You'll be given the option in the checkout with a confirmation of the extra cost.
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 postage and packing charge still applies.
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 link provided when the order was despatched will confirm that it has been passed overseas and is on the way to you, you should be able to track it from there. Please allow 30 days from our shipment notification before reporting non-arrival. Orders are shipped via Global-e - check your email for tracking details, and track your order here.
I've changed my mind.
Within 30 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. Depending on circumstances and the type of product, we can sometimes consider a return after more than 30 days. Please contact us first to discuss it, and we'll try to help if we can.
Returns may not be possible for special order items, where we've ordered in something we don't normally stock for you. Again, though, contact us and we'll see if we can help.
For international orders shipped via Global-e, they can make the returns process a lot easier for you - see details here.
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.
For international orders shipped via Global-e, they can make the returns process a lot easier for you - see details here.
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 normally ask you to return the pen to the manufacturer, not to us - let us know if you need their contact details. However, if necessary we can process a nib swap at a charge of £10 - we don't want to leave you stuck with something you aren't happy with if we can help!
What is VAT?
VAT is UK sales tax, currently 20%. Customers outside the UK will be charged taxes or duties at the local rate.
Do you supply a VAT receipt?
A detailed VAT receipt is sent by email when we send your order - if we don't have an email address for you, we'll post it.
Can you ship VAT-free to the Channel Islands?
Yes - please select your island as the delivery country and VAT will be removed in the 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.
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 our own printing facilities, but some of the manufacturers we deal with can print or engrave their own pens directly from the factory, ensuring a top-quality job. Contact us if you're interested in this, and we'll find out if it's available for the pens you want. The brands we deal with are unlikely to offer the cheapest promo pens or pencils you'll find, but may be the perfect choice if you're looking for something a bit better quality, that people will use for years rather than throw in the bin as soon as they're out of sight!
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, including mobile browsers. If you have a problem it's usually down to browser settings or your Internet connection, 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.