FAQ – Frequently Asked Questions
A safe and easy way to shop
All your credit card details and personal information are protected by the Data Protection Act (1998). When you checkout, simply enter your address details, click on "send order" and you will be switched to a secure payment facility run by Braintree.
How can I order and pay?
You can place your order online 24 hours a day, 7 days a week.
If you have an account, log in to into your account and enjoy shopping.
If you are a new customer or a guest customer, you will have the option to create an account or to go straight through to the checkout process.
If you have any trouble placing your order then please call us on 01732 771771 and we can take your order over the phone Monday to Friday 8.30am to 5pm.
Our prices shown include VAT at 20%
How long will it take to deliver my goods?
We will endeavour to despatch your order within 24 working hours, but please allow up to 14 working days for delivery. Should there be any problems with your order we will contact you. If your order is urgent and you have a deadline, let us know and we will do our very best to make sure your order is with you.
Where do we deliver?
Our card payment processor will take all payment in Pounds Sterling (£). Orders made by the website can be shipped to the UK only.
We offer FREE UK special delivery for orders over £30.
Orders under £30 are subject to the below delivery costs:
UK Standard Delivery £3.50
UK Special Tracked Delivery £5.00
We are only able to deliver orders to the UK.
Who will deliver my order?
We use a number of internationally recognised carriers. If it is easier for you, then we can have your order delivered to a different address than the cardholder's. Once your order has been despatched we will notify you by e-mail. In the event of no one being at the address to take receipt of the delivery, the carrier will leave a card to inform you how to re-arrange delivery or to collect from your local post office. At this point it becomes your responsibility to arrange delivery or collection of your order.
If any items you receive are incorrect, damaged or faulty, then please return them to us for a refund or replacement, and we also refund any postage costs you may incur. Otherwise, product returns are made at your own expense. Please note that we advise using a recorded delivery service in both cases.
If you wish to return your purchase you are fully entitled to do so. A product refund or exchange can be issued up to 14 days from the receipt of goods. The returned products must be new, in perfect condition and complete with original packaging. Used or customer damaged items cannot be refunded or exchanged.
Please return to:
Stone Marketing Ltd
10 Sovereign Way
Or email firstname.lastname@example.org or call us on 01732 771771 if you need some advice on how to proceed.
We aim to process all refunds within 7 days. However during busy times, this might take slightly longer. We will email you a confirmation once the refund has been made.
Warranty, Pen Servicing and Repair
Each Graf von Faber-Castell writing instrument comes with a 2 year manufacturer’s warranty.
Should you encounter any problems with your writing instrument or would like to exchange the nib please return to our Servicing department:
Stone Marketing Ltd
10 Sovereign Way
Please note service charges may apply. You are entitled to a free nib exchange within 14 days of your purchase only.
In the event that any chargeable work is necessary a member of our team will contact you to seek authorisation prior to any work being carried out. Every endeavour is made to return your writing instrument, which is serviced in the UK back to you within 5-10 working days. However, on some occasions it is necessary to return writing instruments to the manufacturer. In this event we ask that you allow 4-6 weeks, though we aim to return your pen sooner.
Will I get lots of junk mail from you?
Under no circumstance will we give your personal details to other organisations or people. You may receive the following emails from us – website registration, order confirmation and payment confirmation. We may also contact you with news and offers if you have subscribed to our mailing list. If you wish to unsubscribe, please click ‘unsubscribe’ at the bottom of our newsletters or contact email@example.com for assistance.