Frequently Asked Questions

PLACING AN ORDER

Can I add an item to my order after it’s been placed?

Absolutely! As long as your order hasn’t been processed yet, we’re happy to help you add any additional items you’d like. Just let us know at hello@ellingtonpens.com, and we’ll take care of the rest!

How can I apply a discount code during checkout

To use a discount code, go to the checkout page and enter the code in the specified field (on mobile scroll all the way down to the checkout page and enter the code in the filed provided there). Be sure to avoid extra spaces before or after the promotion code, which sometimes happens if you copy and paste it from an email or other electronic communication. If you face any difficulties, please verify that the code is valid and not being used simultaneously with other promotions or bundles. Keep in mind that certain discount codes may not be applicable in conjunction with other ongoing offers or bundle deals.

Why was my order cancelled?

Orders may be cancelled for various reasons, such as an incorrect or incomplete shipping address or if the item is temporarily out of stock. If you have any concerns, feel free to reach out to us at hello@ellingtonpens.com

Can I make changes to or cancel an item from my order if it has not been dispatched?

Absolutely! We strive to process orders quickly, but if you need to make any changes or cancel your order, simply reach out to us at hello@ellingtonpens.com with your order number. Our team will be happy to assist you.

PLACING AN ORDER

Can I add an item to my order after it’s been placed?

How can I apply a discount code during checkout

Why was my order cancelled?

Can I make changes to or cancel an item from my order if it has not been dispatched?

PRODUCT INFO

What comes in a box with a fountain pen?

Our luxurious box comes with a fountain pen of your choice, 2 ink carridges (2x black, 1x blue) and also comes with an ink converter.

Do Ellington Fountain Pens come with ink cartridges or converters?

Ellington Pens comes with both ink cartridges and converters, providing options for different ink filling methods. You can use both bottled ink and ink cartridges for our pens.

Can left-handed individuals use Ellington Pens?

Yes, Ellington Pens can be used by left-handed individuals. Our fountain pens are designed to be comfortable and functional for writers of all preferences and hand orientations. Left-handed writers may need to adjust their hand position slightly to accommodate the angle of the nib, but once accustomed, they can enjoy a smooth and comfortable writing experience with our pens.

Are refills and replacement nibs available for Ellington Pens?

Yes, we offer refills and replacement nibs for our pens. They can be purchased separately on our website and currently available in the US only.

Do Ellington Pens come with a warranty?

Yes, Ellington Pens are covered by a warranty against defects in materials and workmanship. Our products are backed by a 1 Year International Warranty.

RETURNS & REFUNDS

What is Ellington Pens Returns Policy?

Ellington Pens offers a satisfaction guarantee. If you are not completely satisfied with your purchase, you may return it within 30 days for a refund or exchange. Just drop us an email at hello@ellingtonpens.com, and we’ll guide you through our easy return process. Please refer to our Returns Policy for more details

What should I do if my product is incorrect, damaged, or defective upon arrival?

We take great care to ensure your order arrives in perfect condition, but if there’s any issue, please send a photo of the damage or defect to our customer service team at hello@ellingtonpens.com. We’ll swiftly process a replacement for you.

Can I exchange the item I ordered for something else?

Certainly! Just drop us an email at hello@ellingtonpens.com, and we’ll be happy to assist you with exchanging your item for something that better suits your needs.

How long does it take to receive a refund?

Your satisfaction is our priority, so we process refunds as quickly as possible. Depending on your bank's policy, your refund may take up to 10 business days to show on your account, depending on the method of payment you used.

GENERAL

What comes in a box with a fountain pen?

Our luxurious box comes with a fountain pen of your choice, 2 ink carridges (2x black, 1x blue) and also comes with an ink converter.

What is the Returns Policy for Ellington Pens?

Ellington Pens offers a satisfaction guarantee. If you are not completely satisfied with your purchase, you may return it within 30 days for a refund or exchange. Please refer to our Returns Policy for more details.

How can I contact Ellington Pens customer service?

You can reach out to Customer Service team via this forms or email us at hello@ellingtonpens.com

Where do you ship from?

We have our local warehouses in UK and US from our products are shipped from. If in the event that your country is not included on the list of shipping option, please contact our customer service team to assist you in placing your order. We ship worldwide from these UK or US depots.

How often should I clean my Ellington Fountain Pen?

We recommend cleaning your Ellington Fountain Pen every 1-2 months to maintain optimal performance. Extend the life of your fountain pens with this essential fountain pen cleaner.

Do Ellington Pens come with a warranty?

Yes, Ellington Pens are covered by a warranty against defects in materials and workmanship. Our products are backed by a 1 Year International Warranty.

Can left-handed individuals use Ellington Fountain Pens?

Do Ellington Fountain Pens come with ink cartridges or converters?

Ellington Pens comes with both ink cartridges and converters, providing options for different ink filling methods. You can use both bottled ink and ink cartridges for our pens

ELPEN REWARDS FAQs

Is this limited to pens only? Or can it be used for any product/s?

You can use your store credit on any product in the store—not just pens

When does the 10% cashback get calculated? Before or after taxes and shipping?

It’s calculated based on your order total excluding shipping. Taxes may or may not be included depending on your local tax settings.

What if I return my order? Do I lose the points I earned?

Yes, if your order is refunded or partially refunded, the corresponding store credits will be canceled.

Do I need to wait 30 days to get the cashback? Can I use it a week after?

Store credits are issued 30 days after your purchase to allow time for order processing and potential returns. They won’t be available before then.

Is there a minimum amount needed to purchase to get rewards/store credit?

There's no minimum required. You'll earn 10% store credit on the total of any order (excluding shipping), no matter how much you spend.

Is there a code to use the store credit?

No code is needed! Your store credit is automatically added to your account and can be applied at checkout when you're logged in.

Can I use it together with an existing promo? Discount, bundle, or set promos?

Yes, you can use your store credit along with other discounts or promotions unless otherwise stated on a specific promo.

I used my points on an order but then canceled it. Can I get those points back?

Yes! If you cancel or return an order that used store credit, the used credits will be reissued to your account.

Can we have someone else use our store credit? Is this transferable?

Store credit is not transferable and is tied to the account that earned it.

Can I use the cashback on a partial order, and save the rest for later?

Yes! You can use part of your store credit on one order and keep the rest for future use until it expires.

What if I have multiple accounts? Can I combine the cashback?

Store credits cannot be combined across multiple accounts. They are tied to the account that earned them

Can I get the cashback as a direct refund to my credit card or PayPal instead of store credit?

No, cashback is only given as store credit, not as a refund to your original payment method.