FAQ
1. Do you custom make timber pens?
Absolutely. Custom timber pens are our specialty. Nothing makes us happier than making you the exact wooden pen you require. We love nothing more than helping you design your perfect bespoke pen and then handcrafting it in our woodworking space on the northside of Brisbane. We love that you appreciate craftsmanship and our artisans pride themselves on having their fingerprints on every step of the 10 step pen making process. We love that you want something unique, a pen that no one else in the world has.
2. Can I supply my own timber?
Absolutely. Custom timber pens crafted from your own sentimental wood or recycling a piece of furniture that has precious memories into pens creates a legacy. Please contact us for details of timber suitability and sizes needed. While we will use all our skills to create you a custom pen, not all wood will be suitable and this may only be discovered as we turn it. If we are unable to complete your full order with the wood you supplied, you are welcome to complete the order with a timber substitute we have in stock. If you prefer a refund, we will refund you the price of the pen ordered minus the pen kit costs and an admin fee.
You will need to deliver or post the timber to us at your own expense. Please post your items with care as we take no responsibility for the safe arrival of your timber.
We have made pens from sentimental wood sourced from a piano, bi-plane, rolling pin, railway bridge, arm chair, bookcase, dressing table, and lounge chair.
3. What about corporate and bulk timber pen orders?
Yes, more details here. We enjoy assisting Australian businesses and individuals to access unique timber pen gifts and are always happy to chat about your ideas. Our Australian timber pens make great delegate or speaker gifts, unisex gifts for retirement, congratulations, goodbye or to mark significant milestones within the company. Our minimum order to receive a discount is 10 items.
4. What wood do you use?
Australian timbers are world class and by far our favourite material to use. We do have a small selection of international timbers that we make available from time to time. We make it a priority to source all our wood in a way that has the least impact on our environment. We go out of our way to source sustainable, reclaimed and salvaged timbers. We also endeavour to source local timber whenever possible.
See our Story Wood Collection here.
5. Do you personalise timber pens?
Yes, we can personalise your timber pen via laser engraving for you. Any style of wooden pen, pencil or timber pen box can be engraved (except laminated). While we can engrave any timber pen, the lighter coloured timbers show the engraving more distinctly. Please keep in mind that a pen is a small item and the number of letters / words you can engrave is limited to 25 including spaces on a pen or pencil. We don't charge per letter for engraving, we simply have one affordable price.
As you order your pen or pencil just choose the personalised engraving option or message us your engraving details. We will be in contact shortly after to confirm your font and engraving and confirm if the pen or pencil engraving is for a left or right hander.
6. How long does it take to receive my custom timber pen?
We usually handcraft every item to order and hold a limited amount of pre-made pens, pencils and letter openers for the markets. All our wooden pen orders move into a queue for the wood lathe as soon as payment is processed and though we try to anticipate pen orders and keep all our pen fittings in stock, on occasions some pen fittings are not in stock. It may occasionally take up to 3 weeks to complete your order from the date you place your order if we have to ship the fittings from the United States. We will always let you know if we are out of stock when you place your order and give you an estimated date of completion. Please let us know if your timber pen order is urgent. If you have any questions please about what is in stock for urgent orders please contact us.
7. Can you gift wrap and post directly?
Yes, we love to gift wrap your bespoke timber pen and send directly on your behalf. Add the name and address of the receiver in the text box as you order, we will gift wrap and send the item on your behalf with a small handmade card. The package will include the senders name (yours) but will not include an invoice.
8. I'm local, can I pick up my order?
We normally allow pick up on the northside of Brisbane by appointment, but at the moment, due to Covid-19 in Brisbane, we are physically isolating, so pick up is not possible. We are not currently attending any markets for pick up either. Instead we are offering FREE POSTAGE for orders $79 and over.
9. What is your return and refund policy?
We are not required to provide a refund or replacement if you change you mind. However, we are aware many of our products are given as gifts and if the item is deemed unsuitable for intended use (ie too heavy, too thin / thick, prefer a rollerball to a fountain pen, prefer gold to chrome for example), it is at our discretion to offer you an exchange. Any item wishing to be considered for exchange must be in mint condition and resale-able with no engravings, including the pen box. No refunds will be given for a change of mind.
We guarantee the workmanship of our pens, pencils and letter openers. This includes the timber body and fittings of our items provided general care principles are followed: avoid extreme temperatures, store the pen correctly and protect your pen (protective case, pen pouch, pen box, pen roll or pen stand). General wear and tear of items is to be expected and is not cause for a refund or exchange. Leakage is not cause for a refund or exchange unless the pen is deemed faulty, please return your item to us at your expense for an appraisal. If the item is faulty, it will be repaired or replaced at our expense and your postage refunded. If the item is not faulty we will clean and service your item and return it to you. Your postage to us for assessment will not be refunded. If an item has been dropped, damaged or not cared for/stored correctly, your item is not eligible for free repair or refund.
You may choose a refund or exchange if an item has a major fault or is deemed irreparable subject to the above conditions.
