International FAQs

Where do you deliver?

We can deliver anywhere in the world

Where is my order being delivered from?

Pen Heaven is based in the UK, and all orders are despatched from our head office in London.

How much is international delivery?

Europe £6 (ex EU £5)
Rest of the World £10

How long will my delivery take?

Europe: 3-7 working days
Rest Of the World: 7-10 working days

Please note that these timings are estimates, and may take longer if held in customs.

Which courier do you use?

All orders are delivered using the Royal Mail. When the item reaches your country, it will be passed to your local/national delivery service e.g. La Poste in France, Deutsche Post in Germany etc.

Can I track the progress of my delivery?

Most countries offer a tracked service, please see the full list here

You will receive a tracking number once your order has been despatched, which can be inputted on our couriers website (http://royalmail.com/track-your-item ), and with your local postal service.

Will I Pay in my local currency?

We take payment in British sterling, but show you an indicative price in your local currency using an exchange rate.

When your bank transfers the money, they will use their own exchange rate to calculate the exact payment in your local currency. You may therefore find a small discrepancy due to exchange rate differences.

Will I Pay UK VAT (20% sales tax)?

All orders delivered outside of the EU will exclude VAT at 20%.

If you are using the website in a country outside the EU (denoted by flag in top right corner), prices will be shown exclusive of VAT

If you are using the website within the EU, and want to deliver to a VAT exempt country, VAT will come off at Basket or Checkout when you select your delivery country

Will I have to pay import duties?

Orders delivered outside the EU may be subject to import duties or other charges, which are imposed by local legislation.

The recipient of the products is responsible for all customs formalities for the import, and will be required to pay any additional charges. We would not refund this.

The recipient of the goods, not the person who's ordered them, will receive the request for payment.

Unfortunately we have no control over these charges and cannot predict what they may be, so we're unable to offer any assistance on these processes. We'd advise that you check the import charges applicable in the country of delivery before ordering. Please also be aware that the length of time an order is held in customs is out of our control, and may delay your order

What happens if I want to return an item?

Faulty or non-personalised items can be returned for a refund/exchange

Items must be returned to us within 21 days of receipt, in a re-saleable condition and returned with proof of purchase.

If the item is faulty, we will refund your postage for the return

What are your customer service hours?

Our dedicated customer service team are available “Greenwich mean Time” 9am to 5:30pm Monday to Friday to take your call. Please dial +44 0208 731 8610.

Whilst the team is English speaking only, we will try our absolute best to help

If you would prefer, please email us in your local language at support@penheaven.co.uk

How can I get in touch?

Please call us on +44 0208 731 8610 (please bear in mind we are on UK time). Or email at support@penheaven.co.uk

Can all items be shipped abroad?

Yes. The delivery charge is also the same no matter the weight, or number of products you order.

Can you deliver to BFPO addresses?

Yes

How do you treat the Channel Islands, N.Ireland, Guernsey, jersey, Isle of Man, Auckney, Shetland?

All the small Islands around the UK are treated as UK delivery

Jersey, Guernsey and Isle of Man are tax exempt and are not charged VAT