Frequently Asked Questions

We’re here for you! Whether you have a payment query, or want to learn about our delivery process, it’s always our goal to help. Here’s a list of queries we’re often asked, along with some helpful answers.

Account

  • Where can I find my order history?

    We’ve saved it all for you in the Order History section! Just log into your account.

  • How do I update my account and email preferences?

    Once you log into your account, click on the My Account link. You’ll then be able to update your user information, email preferences, billing and shipping addresses, and password.

  • Where can I create a new account?

    We’re excited to have you! It takes just a minute to create a new account

  • Help, I forgot my password!

    It happens to the best of us. Don’t worry, just visit the password recovery page and you’ll be good to go.

Ordering

  • What impact do the global supply chain challenges have on you?

    It is exciting to see so much recovery over the past few months but with the economy beginning to bounce back, businesses now face new pricing and logistical challenges. Like many companies, National Pen is dealing with unprecedented material and transportation costs, as well as global labor shortages.

    You may see increased prices on some of our products – Despite our best efforts to maintain our existing pricing, to continue to bring you the very best quality promotional products for your customers, we have had to increase prices on some of our products due to rising costs.

    You may find some shipping delays – National Pen has made large investments in our inventory so that we can deliver customized products to you on time. That said, we suggest that you order your favorite items early to avoid any shipping delays. We also ask for your patience during this extraordinary time as our teams work hard to manage the additional demand.

    Nothing is more important to us than helping you be your best and make a personal connection with your customers. We are committed to transforming our business practices to deliver the best value by improving our website, broadening our product selection, and providing a more personal experience.

  • Can I order an assortment of designs?

    Yes, of course. Just a heads up—we design each product at a time, so there will be an extra shipping and handling charge for each separate design.

  • Is it possible to get half of my order with blue ink and the other with black?

    It’s hard to choose, right? We’ll be happy to include both ink colours in your order, just be aware that there will be an extra shipping and handling charge for each colour.

  • I’d like a different name on each pen within my one order - is that possible?

    At this time, we’re not able to customise each pen within an order.

  • How do I calculate the total price of an order?

    When you’re checking out (and before you’ve completed your order), we’ll display your exact total price.

  • I want to order a larger quantity than is listed on your site - how can I do that?

    Good news! We offer significant discounts for larger quantity orders. Just give us a call at 08001 456 011 and we’ll be happy to help you.

  • Will I receive a confirmation email when I place my order?

    We’ll send a confirmation email with your invoice straight to your inbox. If you have not received your order confirmation email, please contact us.

  • Can I make changes to my order?

    Our team gets to working on your order quickly, so we’re not able to make any changes once it’s been placed.

  • What's the return policy on PPE (personal protective equipment) products?

    For any COVID-19 products, please note that returns are not accepted at this time.

Designing

  • Can I add my logo to a pen?

    Of course! View our artwork tips page to learn how to upload your logo.

  • What kind of imprint can I get on my promotional product?

    Personalisation is our thing! Our imprint styles are listed on our artwork tips page.

  • Will I get a proof to review?

    Yes. When you’re personalising your pen, just check the box that says “Click here if you require a free digital print proof.”

Payments

  • What types of payment do you accept?

    We’ve got you covered. We accept Visa, MasterCard, cheque, or bank transfer.

  • Methods of payment:

    (Please quote the order reference number on all payments)
    1. CHEQUE:National Pen Promotional Products Ltd., Buidling D, Xerox Technology Park, Dublin Road, Dundalk, Co. Louth
    2. INVOICE:Pay after receiving your order with the invoice included

  • Do the prices listed on the site include VAT?

    Our prices are exclusive of VAT.

  • Do you request a pre-payment when placing an order?

    No, not typically! We’ll only request pre-payment if the total invoice amount exceeds the credit limit agreed to by our Credit Control Department.

Delivery

  • Do you deliver to P.O. boxes?

    Not at this time, sorry about that! To make sure your order is safe and secure, we require a signature at the time of delivery.

  • When will my order arrive?

    We’re excited for you to get your order! Our normal delivery time is 10-15 working days after you place your order. Products marked on our website with the code “VEN” are typically delivered 28 working days after you approve the artwork.

    Please note that deliveries may be delayed to some parts of the United Kingdom as a result of the COVID-19 outbreak.

  • Should I expect delivery delays during festive season?

    No one likes waiting for their packages to arrive. That’s why we work so hard to get your orders customised and delivered to your doorstep as fast as possible, even during the seasonal rush. Despite our best efforts, increased demand on delivery services as well as global supply chain issues may cause delays. We recommend ordering early to ensure your packages arrive in time for gift giving.

Promotions

  • How do I use an online discount code?

    Enter your discount code in the appropriate box when you complete the purchase. Click "Apply Code."

  • I received an offer from the mail. How can I use it?

    It''s your lucky day! You can enter the offer code you received here

Best Value

We make our own products to save you money.

Buy Now, Pay Later

We know you’ll love your order, so we give the option to pay later.

Our Personal Promise

You can order risk-free thanks to our guarantee.