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FAQs

Pencils
What are your opening hours?
Our Shop hours are:
Monday to Friday, 9am - 5.00pm
Saturday, 9am - 3pm*
* Please note that during seasonal periods, these times may change.

 
Where is my order?
Unfortunately, in spite of all of our efforts, there can be unforeseen delays and in this case we would ask that you wait a little longer. Please Click Here to send us an email or you can call 0207 993 5479, if you require the information urgently.
 

Why has my order not been dispatched yet?
All orders received are processed the next working day, at the very latest. A working day is any day other than weekends, bank or other public holidays. Once your order has been dispatched, you will be sent an email and you should expect to receive your items within 3-5 working days using our standard delivery, or using our express delivery service, 1-2 working days.
 
 
What are your delivery options for UK Mainland?
Type of Delivery                             Days to arrive           Price
Standard Delivery UK Mainland      3-5 working days      for orders less than £30 the postage and packaging charge is £2.95 or for orders less than £5 is just £1.95 with FREE delivery available on orders over £30
 
Express Delivery UK Mainland*      1-2 working days       £6.99
*Please note that cut off time for express delivery orders to be delivered the following day is 1pm; any orders placed after this will be delivered in two working days. 

Please click Here for seasonal last post options
 
What about Highland and OffShore?
Standard delivery* service is for orders less than £30 the postage and packaging charge is £2.95 or for orders less than £5 is just £1.95. FREE Delivery on orders over £30.
Please note: In some cases we may contact you for additional payment for large items, as they are sent via courier.
 
The cost of Express delivery is £6.99
For more information on Delivery options, please Click Here
 

Do you ship to my country?
To see if we deliver to your country, please Click Here
 

Do you provide Click & Collect*?
Yes, this is a FREE Service. Why not order today and you can pick your items the same day from our shop at:
Creative House
Bryant Avenue
Romford
RM3 0AP
(Opposite Tesco Extra at Gallows Corner, Romford)
Click Here for more information on our Click & Collect service
*Please note that Direct Deliveries are not available on Click & Collect
 

How soon can I pick up my Click & Collect
Generally all Click & Collect can be collected within a few hours, providing of course it is within the store opening times below. Once we receive your order and it has been picked and packed, you will receive an email confirming that your order is ready for collection. If you require the items urgently, or would like to collect at a specific time, please call us on 0207 993 5479.
 

If I place my order now, when will it get dispatched? 
All orders received are processed the next working day at the very latest. A working day is any day other than weekends and bank or other public holidays. Once your order has been dispatched you will be sent an email and you should expect to receive your items within 3-5 working days using our standard delivery. Our express service is based on a 1-2 working day delivery service.
 

I need to change the address or item/s on my order. How do I do that?
Contact us as soon as you can to ensure that this is possible. You can call on 020 7993 5479 or email by Clicking Here. As we try to dispatch all parcels as soon as we can it may not be possible to change addresses, but we will do our best to help wherever possible.
 

How do I return unwanted/faulty items?
It's very simple, you can contact us via email Click Here or by telephone on 0207 993 5479 and request a returns form. Complete the form and enclose it with your item when returning it. If the item is faulty, we will also provide a prepaid postage label.
 
Once we receive your item/s in a resalable condition and unopened you will receive a full refund of the price of the item/s. Please note that if your item is over 60cm or 5kg, please make this known to us on requesting the form and we will make alternative arrangements for collection. Unfortunately, if the return is due to a customer error, the customer will have to pay the returned postage
 

How long do I have to return an item?
After receiving the item you have 14 days to advise us of your return. Please note that over the Christmas season, this period is extended up until 30th January as we understand that many of these items are Christmas presents. 
 

The item that I want is out of stock, when will you be getting it in?
You can contact our customer service team by Click Here or call us on 0207 993 5479 and one of our team would be happy to check for you. Or you can click on the product item and enter your email address and will be contacted once the item is back in stock.
  

If I order in bulk do I get a discount?
All of our prices are heavily discounted, however depending on the quantity we may be able to provide an extra discount. Please call us on 0207 993 5479 or email us to discuss it further.
  

If you do not sell a product that I want, would you be able to get it in?
There’s no harm in asking! Click Here to email our customer advisors or feel free to call on 0207 993 5479
 

Do you offer e-gift vouchers?
Yes, we do. Can’t find the perfect gift? This is the perfect gift solution. Choose the gift voucher design, which will then be emailed to the lucky recipient. It can say whatever you like... ‘Happy Birthday’, ‘Well Done’, you name it! Click Here to create your e-gift voucher
 

Forgotten my password
If you've forgotten your password, just enter your email address on the 'Forgotten your password' page, and we'll email you your password information. Then simply follow the instructions in the email to change your password.
 

What payment options do you accept?
We offer various ways for you to pay for your order, including Paypal, Visa, Visa Electron, Mastercard, Maestro, Visa Debit, Diners Club Internationals and JCB.
 

How are your products packaged?
All items are packaged safely and efficiently to ensure that they arrive to our customers safely and intact.
 

Can I come and purchase in person?
Yes, you can visit our store at:
Creative House
Bryant Avenue
Romford
RM3 0AP
(Opposite Tesco Extra at Gallows Corner, Romford)
The store is open Monday to Friday, 9am - 5pm and Saturday, 9am - 3pm
(Click Here for Click & Collect)