Frequently Asked Questions

About Our Products

Q: What types of products do you sell?
A: We offer a curated selection pens, inks, notebooks, and other stationery items. Our focus is on high-quality, functional writing tools that enhance your everyday writing experience.

Q: Are your products suitable for beginners?
A: Absolutely! We carefully select products that are accessible to both beginners and experienced users. If you're not sure where to start, just ask us!

Q: Do you offer refills for your pens?
A: Yes, we stock refills for all the pen brands we carry. You can find these in our 'Refills' section.

Ordering and Shipping

Q: How long will it take to receive my order?
A: We process orders within 1-2 business days. Shipping times vary depending on your location, but typically range from 3-7 business days within Australia.

Q: Do you ship internationally?
A: Currently, we only ship within Australia and New Zealand. If you're keen for us to ship to your country outside these places, please let us know!

Q: What if I receive a damaged product?
A: We carefully pack all our products, but if you receive a damaged item, please contact us within 48 hours of delivery. We'll arrange a replacement or refund.

Returns, Warranties and Exchanges

Q: What is your return policy?
A: We accept returns within 30 days of delivery for unused items in their original packaging. Returns can be initiated through your account dashboard or by contacting our team.

Q: How do I start a return?
A: If you've created an account with us, you can manage returns directly through your account dashboard. If you checked out as a guest or prefer assistance, simply contact us and we'll help you begin the return process.

Q: Who pays for return shipping?
A: For change-of-mind returns, customers are responsible for return shipping costs. However, if you're returning an item due to a warranty claim or because it arrived damaged, Scrivener's Tools will cover the return shipping costs.

Q: What if my product has a warranty issue?
A: If you experience any warranty issues with your purchase, please contact us first before initiating a return. We'll guide you through the warranty claim process and provide instructions for returning the item if necessary.

Q: What condition do items need to be in for returns?
A: Items must be unused and in their original packaging. This helps us ensure that all products can be restocked and maintain their quality for future customers.

Q: How long do I have to return an item?
A: You have 30 days from the delivery date to initiate a return. This gives you enough time to inspect your purchase while ensuring our stock remains fresh.

About Scrivener's Tools

Q: Are you a physical store or online only?
A: We are currently an online-only store, allowing us to serve customers across Australia and New Zealand.

Q: Who chooses your products?
A: Elizabeth (the person behind Scrivener's Tools) personally selects each product we offer. That's because I use these products myself and only stock items I believe in!

Q: How can I stay updated on new products and offers?
A: The best way to stay informed is to subscribe to our newsletter. You can also follow us on Instagram or Facebook for regular updates and writing inspiration.

Contacting Us

Q: What are your customer service hours?
A: Scrivener's Tools is a side-hustle that fits around a regular 9-5 job. This means our availability is a bit different from traditional businesses, but we're committed to providing excellent customer service.

Q: What's the best way to contact you?
A: The most efficient ways to reach us are:

• Email: contact@scrivenerstools.com.au
• Direct Message
• Instagram: @scrivenerstools
• Facebook: @scrivenerstools
• WhatsApp: +61 448 976 647
• Phone/WhatsApp: +61 448 976 647 (between 7-10am on weekdays)

Q: How quickly can I expect a response?
A: While we may not be able to respond immediately during regular business hours, we guarantee a response within 24 hours. Your queries are important to us, and we'll get back to you as soon as we can outside of our regular work hours

Q: Can I leave a voicemail if I call outside of the 7-10am window?
A: Absolutely! Feel free to leave a voicemail anytime, and we'll return your call as soon as possible.

Q: Do you offer real-time customer support?
A: For immediate assistance, we recommend calling between 7-10am on weekdays. For all other times, email or DM will ensure we can address your query thoroughly, even if not in real-time.

Q: What if I have an urgent issue outside of your phone hours?
A: For urgent matters, please send an email with "URGENT" in the subject line. We check our emails regularly and will prioritize urgent requests.

If you have a question that's not answered here, please don't hesitate to contact us. We're always happy to help!