Frequently Asked Questions
About Our Products
Q: What types of products do you sell?
A: We offer a carefully curated selection of pens, inks, notebooks, and stationery. Our focus is on high-quality, functional writing tools that make everyday writing more enjoyable - beautiful pens, premium notebooks, beautiful inks and more.
Q: Are your products suitable for beginners?
A: Absolutely! We carefully select products that work for both beginners and experienced writers. Not sure where to start? Just ask - we love helping people find the right tools.
Q: Do you offer refills for your pens?
A: Yes! We stock refills for every pen brand we carry. You'll find them in our 'Inks & Pen Care' section.
Ordering and Shipping
Q: How long will it take to receive my order?
A: We dispatch orders within one business day of payment. Delivery times vary by location - typically 2-8 business days within Australia and 4-28 business days to New Zealand depending on the shipping option you choose..
Q: Do you ship internationally?
A: Currently we ship within Australia and New Zealand. If you'd love us to ship to your country, let us know - we're always keen to hear where our stationery is wanted!
Q: What if I receive a damaged or incorrect item?
A: We pack every order with care, but if something arrives damaged or isn't what you ordered, please contact us within 48 hours of delivery and we'll arrange a replacement or refund straight away.
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. You can start a return through your account dashboard or by getting in touch with us directly.
Q: How do I start a return?
A: If you have an account, you can manage returns through your account dashboard. If you checked out as a guest or prefer a hand with the process, just contact us and we'll sort it out together.
Q: Who pays for return shipping?
A: For change-of-mind returns, return shipping is the customer's responsibility. If you're returning an item due to a warranty issue or because it arrived damaged, we'll cover the cost.
Q: What if my product has a warranty issue?
A: Please get in touch before initiating a return - we'll walk you through the warranty process and let you know if the item needs to come back to us.
Q: What condition do items need to be in for returns?
A: Items must be unused and in their original packaging. This ensures everything we restock is in perfect condition for the next customer.
Q: How long do I have to return an item?
A: A: You have 30 days from delivery to initiate a return - plenty of time to check everything over.
About Scrivener's Tools
Q: Are you a physical store or online only?
A: Online only! This lets us reach customers right across Australia and New Zealand
Q: Who chooses your products?
A: That's me, Elizabeth! I personally select every product we stock - because I use these tools myself and only carry items I genuinely believe in.
Q: How can I stay updated on new products and offers?
A: Our newsletter is the best way to stay in the loop - it's a monthly letter with new arrivals, stationery chat, and the occasional special offer. You can also follow us on Instagram or Facebook for regular updates.
Contacting Us
Q: What's the best way to contact you?
A: Email is our preferred method - contact@scrivenerstools.com.au - but you can also reach us via:
- Instagram DM: @scrivenerstools
- Facebook DM: @scrivenerstools
- WhatsApp: +61 448 976 647
- Phone/WhatsApp: +61 448 976 647 (leave a message and we'll call you back!)
Q: How quickly can I expect a response?
A: We aim to respond to all messages within 24 hours - usually sooner!
Q: What if I have an urgent issue?
A: Send us an email with "URGENT" in the subject line and we'll prioritise your message.
If your question isn't answered here, get in touch - we're always happy to help!
