Shipping Policy
1. Dispatch & Precision Processing
Every writing instrument at Parker House undergoes a rigorous quality inspection before dispatch to ensure the nib, barrel, and ink flow meet our premium standards.
Standard Processing: 1-2 business days.
Peak Gifting Seasons: During graduation seasons or Christmas, please allow up to 3 business days for dispatch.
Tracking: You will receive a shipping confirmation email with a Royal Mail tracking link as soon as your order is dispatched.
2. UK Shipping Options (Royal Mail 2026)
We trust Royal Mail to deliver our fine stationery securely across the UK.
Royal Mail Tracked 48: Delivery aim of 2-3 working days (Mon-Sat).
Royal Mail Tracked 24: (Optional) For those urgent gifts, aiming for next-day delivery.
Note: All pens are shipped in discreet, secure outer packaging to ensure privacy and safety.
3. Signature Protection (Secure Packaging)
Luxury pens are precision instruments. We use reinforced, velvet-lined, or shock-absorbent eco-packaging to protect the delicate mechanisms and finishes from transit vibrations.
Damaged or Faulty Goods: While rare, if your instrument arrives with any transit damage, please contact our concierge within 48 hours of delivery. Please provide photos of the packaging and the item to facilitate an immediate replacement or professional repair.
4. Shipping Rates
Calculated at Checkout: Shipping costs are determined by the weight and value of your order to provide the most secure service.
Complimentary Delivery: Enjoy Free Royal Mail Tracked 48 Shipping on all exquisite orders over £60.
Refund Policy
At Parker House, we stand behind the heritage and craftsmanship of every writing instrument we sell. If your selection does not meet your expectations, our returns process is designed to be as seamless as the pens we provide.
1. The 14-Day Statutory Return Period
In alignment with UK Consumer Rights, you have a "cooling-off" period for your online purchase:
Notification: You have 14 days from the date of delivery to inform us of your intent to return.
Return Window: Following notification, you have an additional 14 days to return the item to our facility.
2. Condition of Returns (The "Un-inked" Rule)
To qualify for a full refund, luxury pens must be returned as pristine, resaleable stock:
Un-inked & Unused: For hygiene and resale reasons, fountain pens must not have been dipped or filled with ink. Ballpoint and Rollerball pens must have their protective wax tips (if applicable) intact.
Original Presentation: The item must be in its original branded presentation box (Parker, Waterman, or Cross) with all warranty booklets, refill cartridges, and converters included.
Exclusions: We cannot accept returns for Personalised/Engraved pens unless there is a manufacturing defect or an error in the engraving made by us. Digital gift cards are also non-refundable.
3. Damaged, Defective, or "Nib" Issues
We ensure every pen is inspected for structural integrity before it leaves us.
Inspection upon Arrival: Please inspect your instrument immediately. Report any physical damage or defects within 48 hours of delivery.
Proof of Issue: To expedite your claim, please provide a clear photo of the pen and its packaging.
Nib Exchange: (Optional Policy) If the pen is functional but the nib grade (Fine/Medium) is not to your liking, please contact us before inking the pen to discuss a possible exchange.
4. Refund Processing
Inspection: Once we receive your return, our specialists will inspect the pen (including a magnification check of the nib and feed). We will notify you via email regarding the approval of your refund.
Restitution: Approved refunds will be credited to your original payment method within 5–10 business days.
5. Return Shipping & Liability
Change of Mind: The customer is responsible for return shipping costs. Given the value of Parker and Waterman instruments, we strongly require using a trackable, insured service (e.g., Royal Mail Special Delivery or Tracked 48) as we are not liable for items lost in transit.
Faulty Goods: If the item is confirmed defective, Parker House will reimburse all reasonable shipping costs or provide a pre-paid return label.
Cancellation / Return / Exchange Policy
1. Order Cancellation
Cancellation Before Dispatch: Buyers have the right to cancel an order for a full refund at any time before the seller has marked the order as "Dispatched."
Statutory Cooling-off Period: In accordance with UK law, buyers have the right to cancel and return an order for any reason within 14 days of receiving the goods (excluding certain item categories; see Section 4).
2. Returns & Refunds
Initiating a Return: Buyers must notify the seller via the platform or email to initiate a return request within 14 days of receipt.
Returning the Item: Once the request is approved, the buyer must send the item back to the seller’s designated UK address within 14 days.
Return Shipping Costs:
If the return is due to "Change of Mind," the Buyer is responsible for the return shipping costs.
If the return is due to "Damaged, Defective, or Item Not as Described," the Seller is responsible for the return shipping costs.
Refund Processing: Refunds will be processed back to the original payment method within 7-10 business days after the seller receives and inspects the returned goods.
3. Exchanges
Size or Style Exchange: Exchanges are subject to the seller’s inventory availability. Shipping costs for exchanges are to be negotiated between the buyer and seller (typically borne by the buyer).
Damaged on Arrival: If an item arrives damaged, the seller must provide a replacement or a full refund at no extra cost to the buyer.
4. Non-returnable & Non-refundable Items
For health, hygiene, and safety reasons, the following items are excluded from the 14-day "Change of Mind" return policy:
Perishable Goods: Such as fresh food, cakes, or flowers.
Hygiene Products: Pierced earrings, underwear, swimwear, or opened cosmetic/skincare products.
Customized/Personalized Items: Goods made to the buyer’s specific specifications or clearly personalized.
Digital Content: Software or virtual services once downloading or usage has commenced.
5. Local Service Orders (O2O)
Appointment Cancellation: For services such as renovation, hairdressing, or photography, buyers may cancel and receive a full refund if notice is given 24/48 hours prior to the appointment (subject to the individual seller’s store policy).
Service Dissatisfaction: Once a service has been completed, refunds are generally not provided. However, buyers may file a dispute for mediation by ShareHK if the service significantly failed to meet the agreed-upon standards.