Shop FAQs

Important : Here we gather the most important questions and answers to provide the information you need to know, if you don't find an answer to your concern on this page, write directly to hi@drpen.org.uk, through our contact form at the bottom of this page or chat with us and we will be happy to provide you with the help you need.

1. MY ITEM HAS NOT ARRIVED, IS IT NORMAL?

The order is processed between 1 and 2 business days and the standard delivery time is 3 to 5 business days.

If it's been less than 10 business days, you will just have to arm yourself with a little more patience, your item is on its way!

If all of your order has still not arrived after 10 working days maximum, please contact us so we investigate the tracking code and resend again if necessary.


2. HOW TO TRACK MY ORDER?

To track your order, click on the link Track my order and enter your tracking code. It has been sent to you by email within 2 days after your purchase.

If you don't have it, please check your spam, if it's not there please contact us so we can provide your more information.


3. DO YOU SHIP ABROAD?

Yes! We ship internationally as well.

4. MY ITEM ARRIVED DAMAGED, WHAT CAN I DO ?

If your item arrives broken or damaged, please contact our customer service team by email with a photo or video of the problem you encountered and we will send you a new item immediately. If you do not get an answer from us within 24h (monday to friday) please check your spam folder, we answer 100% of emails. Otherwise contact us by phone.


5. I HAVE ORDERED THE WRONG ITEM, CAN I MAKE A RETURN?

Yes, please contact us by email first to open a support ticket to validate your intention to return this item for exchange and to complete the return process.
Please refer to our return and refund policy.


6. I AM NOT SATISFIED WITH MY ORDER, CAN I GET A REFUND ?

Absolutely, contact us and we will let you know the procedure. You have 30 days from receipt of the goods. You just need to send the item back to us and we will proceed to the refund. Please refer to our return and refund policy.