Shipping & Returns.

Dispatch & tracking

Confirmed, in-stock orders with cleared payment and all required checks completed before 1 pm Irish time on a working day are dispatched that day. Orders meeting these conditions after the cut-off are processed the next working day.

Working days are Monday–Friday, excluding Irish public holidays. Any special dispatch arrangement is confirmed separately. Cash collection or delivery, where agreed in advance, follows its separately confirmed arrangements. See our payment terms.

Tracking is provided after dispatch. Please monitor the courier’s tracking updates and contact us if delivery exceeds the estimated timeframe. We will investigate with the courier and work with you to resolve missing or delayed deliveries.

A tracking number does not remove any applicable obligations we have to you. Delivery times are estimates unless expressly confirmed as guaranteed.

UK orders & Newry arrangements

For UK orders with a product total of €1,000 or more after discounts, excluding shipping, dispatch from Newry, Northern Ireland, may be arranged by prior agreement.

This option is subject to confirmation of the applicable customs requirements and the suitability of the proposed movement. It is not automatically available and does not guarantee exemption from customs checks, taxes or duties.

Smaller UK orders are dispatched from Ireland. We assist with shipping documentation and delivery coordination. Any applicable import charges and clearance responsibilities will be explained before payment. Customs processing may affect delivery times.

Damaged or faulty items

Contact our team with your order number and clear photographs or, where practical, a video showing the fault or damage. A video is helpful but is not the only evidence we accept.

We may arrange a return for assessment. For confirmed faulty or transit-damaged goods, we provide a prepaid return label or cover reasonable return costs, and arrange an appropriate replacement or refund, subject to applicable rights.

Where a return is appropriate, the item normally needs to be returned for assessment before a replacement is dispatched. This does not restrict any statutory remedy or rights that apply to your purchase.

Contact us before returning damaged or leaking items. We will provide suitable return instructions. Please do not operate a faulty pen or handle damaged contents solely to record a video.

Storage & transport

Storage and transport requirements vary by product and formulation. Follow the product-specific storage instructions supplied with your order. Contact our team if those instructions are missing or if you suspect a temperature-related delivery issue.

The appropriate delivery service and packaging must be confirmed against the product’s documented transport requirements before dispatch. Delivery speed alone is not a guarantee of product stability.