Terms and Conditions
UK Delivery Times - We aim to deliver within 5 working days from the time of your order this is to allow for weekend orders where post offices are not open and engraving. In most cases goods are shipped the same day on either a Royal Mail Special Delivery service or for smaller less expensive items via Royal Mail Recorded delivery. Please note that this is not guaranteed, but we do endeavour to meet this promise and, in the vast majority of cases,we meet these timescales. Should we not be able to meet this timescale we will contact you immediately when we begin processing your order
Engraved items may take longer and there may be the odd occasion, beyond our control, where delays may occur. In these instances we will keep you fully informed of progress and will flag the delay to you as soon as it becomes apparent to us.
You will be informed when your goods have been dispatched.
Delivery times for engraved items will be longer than standard and we will advise you of the timescales accordingly.
Taking Delivery - A signature will be required upon receipt of your goods. Please ensure that someone will be available to take delivery.
Engraving Service - All instructions for engraving must be received in writing, by email or letter.
No refunds will be issued for items that have been engraved as per incorrectly specified customer instructions.
Should an error be made by our engravers, we will of course correct the situation at no cost to yourself.
Pricing - we reserve the right to amend prices listed on this website at any time. We reserve the right to refuse orders for any incorrectly priced item.
Guarantee - Everything you buy from us is guaranteed by us against manufacturing defects for one year. We will deal with any guarantee claims within this period in association with our suppliers and reserve the right to inspect an item before agreeing to a refund or replacement. All reasonable and justifiable claims are readily accepted.
Payment and Security - All transactions at SilverPen.co.uk are 100% secure and confidential.
We accept most major credit or debit cards.
You may pay with your card via our website using the Paypal guaranteed secure payment facility.
Your card details are completely encrypted in the utmost secure environment. Your details are processed automatically and no individual will see your card details.
Please note that orders are processed by us once payment has cleared - we will contact you in the event of any problems.
Cancellations - If you placed an order with us via our website, or by email, telephone, or letter, the Distance Selling Regulations 2000 legislation gives you the right to cancel your order before delivery and obtain a refund of the value of the goods purchased, subject to the conditions given below.
This right also extends for a seven day ''cooling off'' period after the date of delivery. We have extended this ourselves to 14 days to give you additional peace of mind.
We must be notified in writing by letter or email of your intention to cancel and, in the case of goods already delivered, we must be notified no later than fourteen days after delivery. You are then entitled to a refund as explained in the next section. Please note that this right of cancellation or return does NOT apply to items made to your particular specification in regard to personalised and engraved items.
Refunds - Cancellation of orders before delivery takes place should be done in writing by email or letter. In these cases, you will be entitled to a full refund including any delivery charges.
Returns of items after delivery has taken place - You may return your item up to fourteen days after taking delivery. In these cases, you will be required to re-package the item in its original packaging or similar. You will be liable for the security of the item in transit to our office, so please do ensure the goods are returned in secure packaging, using a recorded mail service.
Once your goods are received at our premises, they will be checked for damage and, if found to be in original and merchantable condition, a refund will be issued within 7 days.
We are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).
We collect information about you for 2 reasons: firstly, to process your order and second, to provide you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.
We do not and will not share with any other party, your email address or any other information that you give us.
We will give you the chance to refuse any marketing email from us in the future.
The type of information we will collect about you includes:
* your name
* phone number
* email address
We will never collect sensitive information about you without your explicit consent.
The information we hold will be accurate and up to date. You can check the information that we hold about you by emailing us. If you find any inaccuracies we will delete or correct it promptly.
The personal information which we hold will be held securely in accordance with our internal security policy and the law.
We may use technology to track the patterns of behaviour of visitors to our site. This can include using a 'cookie' which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.
If you have any questions/comments about privacy, you should contact us at firstname.lastname@example.org