Terms and Conditions

This site is owned and operated by Penfriend (London) Limited. We are a Limited Company, Registration number 484990 and are VAT registered number: GB243 3788 49.

If you want to ask us anything about these terms and conditions, or have any comments or complaints on or about our website, please email us at info@penfriend.co.uk, call us on 0203-907-6807 or write to us to Penfriend – Suite 119 , 8 Duncan Street, London N1 8BW

Our terms and conditions do not affect your statutory rights

Ownership of rights

All rights, including copyright, in this website are owned by or licensed to Penfriend (London)Limited. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without the permission of Penfriend (London) Limited. You may not modify, distribute or re-post something on this website for any purpose.

Penfriend (London) Limited shall have no liability for unavailability of the site. Penfriend (London) limited reserves the right to make changes to the website at any time without notice.

Should you wish to use any element of the website, please emailinfo@penfriend.co.uk.

Accuracy of Content

Penfriend (London) Limited has taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and all products have been fairly described. Orders will only be accepted if there are no material errors in the description of the goods or their prices as advertised on this website.

Your order constitutes an offer to us to purchase the goods. After placing your order, you will receive an acknowledgement by email from us that we have received it. Please note that this acknowledgement does not mean that your order has been accepted. When we accept your order, we will notify you by sending an email confirming that the goods have been dispatched. Your order is only deemed to have been accepted by us on dispatch of the goods.

All prices are displayed inclusive of VAT if applicable. In the case of incorrect price listing, where the correct price of an item is higher than that stated on the site, we will normally, at our discretion, either contact you prior to dispatch for instructions or reject your order and notify you of such rejection.

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor or the device you are viewing them on, we cannot guarantee that your display of any colour will accurately reflect the colour of the product on delivery.

Acknowledgement and acceptance of your order

We require an email address upon registration, and we will use this email address to acknowledge receipt of your order. In accepting the terms and conditions of sale the consumer consents to credit status checks being carried out by Penfriend (London) Limited, if deemed necessary by the company as part of the ordering process, before the company decides whether to accept the order.

Your order will not be confirmed as accepted Penfriend (London) until despatch of the product(s) ordered.


All items are subject to availability. If there might be any delay, we will inform you by email, at the latest within 48 hours of receipt of your order.


We will post your package, subject to the items ordered being in stock, either the same day or the next business day. If there is likely to be a delay, we will let you know within the same period.

Unfortunately, we are not able to offer weekend or bank holiday deliveries. All orders will be delivered Monday to Friday. Any orders placed over the weekend and Bank Holidays will be processed on the next working day.

We deliver to customers worldwide from this website. If your location is not listed on checkout, please send an email to info@penfriend.co.uk stating what you would like to order and your address and we can provide you with a shipping quote.

If you are outside the European Community, you will not be charged VAT. This will be removed during the checkout process.

Our delivery service does not deliver to P.O. Boxes so please provide a residential or business address on checkout or your order might be invalid. 

Please refer to our Delivery and Returns Policy to see an up to date chart with the delivery prices.

Returns and Cancellation Right

If you bought your product from our website and you wish to return to us, you may do so within 28 days. 

We will exchange or refund any unused items but they must be in saleable condition, unused, with its original packaging and invoice.

Please note that engraved / personalised items are not eligible for refunds. This does not affect your statutory rights. 

For all returns you will be required to arrange and pay for the returns of the product. When the item is faulty we will refund your postage up to the cost of 1st class recorded Royal Mail for UK deliveries and up to the same amount as what you paid, for International deliveries.

It is the responsibility of the sender to ensure we receive the products back.  We regret we cannot be responsible for lost or damaged in transit returned goods. As such we recommend you to send us the goods via recorded delivery and email us your tracking reference. We will email you as soon as the goods have been received.

Returns your item to:

Penfriend (London) Ltd - Returns
Suite 119
8 Duncan Street
London N1 8BW

Refunds will be paid within 30 days of receipt of the returned order; refunds will be made using the same method as the payment that was originally received.

Privacy Policy

We want to protect your privacy. The personal information which we hold will be held securely in accordance with our security policy and the law. 

We will only contact you in relation to any outstanding orders or to send you a copy of our newsletter, telling you of products and other offers.  This is provided through MailChimp so if you decide that you don’t want to receive our information you can easily unsubscribe.

Please refer to our Privacy Policy document for more detailed information about cookies and security.

Use of this website by consumers

Penfriend (London) Limited makes no representation that any product, service or information referred to in the materials on this website are appropriate for use, or available, in other locations. Those who choose to access this site from other locations are responsible for compliance with local laws if and to the extent local laws are applicable.

Changes to terms and conditions

We reserve the right to change these terms and conditions from time to time and recommend that you look through them on a regular basis.