FAQs

Welcome!

Welcome to Penwizard's wonderful world of Frequently Asked Questions! It's a magical place where all your questions, queries, worries and stresses are whisked away.

If you can't find your question on this page please contact us and one of our lovely Customer Service Helpers will get back to you as soon as possible.


Orders:

Where′s my order?
All of our products are customised, created and printed especially for you. Sometimes it can take a little longer to produce them. Each order will have an estimated despatch date, which is shown at checkout and appears in your confirmation email.

We send a despatch email as soon as your personalised gift has been printed and posted. If you haven't received an email please don′t worry, your order may still be being processed or the email may have gone to your junk folder.

You can check the status of your order by logging into your account.


I haven′t received my order.
Please allow 5 working days from your despatch date before contacting us about a missing order. We also suggest checking your local post office, if a delivery slip has not been left, your order may be there. If you haven′t contacted us after 30 days of purchase regarding a missing order we're not liable for ‘lost in post’ items.


Delivery:

How long does delivery take?
We send your orders out by Royal Mail 1st Class post. Once you′ve received your despatch email, your order should arrive the next working day. At busy times, delivery can take up to 3 working days.

If you′ve upgraded to Courier Delivery (currently available on some products) your order will be despatched via Interlink Express for Next Working Day Delivery. Someone will need to be at your delivery address to sign for your package. You′ll also receive a tracking number in your despatch email so you can track your personalised present on www.interlinkexpress.com


How much is UK Postage and Packaging?
Postage and Packaging is charged per item. The amount is shown in your basket at checkout.

All orders over £40 receive FREE UK Delivery. You can find more information on our Delivery Information page.


I'm not in the UK, do you ship internationally?
Yes we do ship internationally!

All international delivery costs are calculated in your shopping basket once you′ve added the delivery address.

Customers in the US or Australia please visit our US Penwizard site or AUS Penwizard site and your personalised gifts will be printed and shipped from our US or AUS printers.


Can my delivery address be different to my billing address?
Yes, you can specify a different delivery address in your shopping basket when you checkout. You can only send to one address at a time. If you need to send to multiple addresses please place multiple orders.


Will my order make it to me in time for Christmas?
The last days to order for guaranteed delivery by 24th December are:

- Softback = 17th December
- Hardback = 15th December


Why has only part of my order arrived?
We aim to offer a quick and reliable service. Because of this your order will be individually despatched to enable a faster delivery.


Payment:

How can I pay?
You can pay for your order with secure payment providers such as WorldPay and PayPal.

If you have a payment query please contact us quoting your order number and we will investigate as quickly as possible.


Errors:

I′ve just ordered and think there′s an error with my order, can I amend the personalisation details?
Mistakes happen. We′ll do our best to help. If we can′t it′s normally because your item has already been printed. We may be able to change delivery address but deal with issues on a case by case basis.

Unfortunately you can′t edit your order once it's been submitted, but if you contact us, our lovely Customer Service Helpers will be on hand to advise you.


What if there′s a mistake with my order?
If you′ve made a mistake while customising your gift please contact us as soon as possible and we′ll investigate for you. Unfortunately we′re not liable for any personalisation errors. If there is an error due to a production issue then we′ll reprint it as quickly as possible.

Please contact us within 30 days of purchase regarding a mistake in your order. After this time we′re no longer liable and any issues will be dealt with on a case by case basis.



I still have a question
If you didn′t find the answer to your question please feel free to contact us.



Last Updated: 18/10/2016


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