Shopping & Shipping questions
HOW LONG WILL MY ORDER TAKE TO REACH ME?
All orders will ship out every Monday and Thursday.
Our standard UK delivery takes 2-3 working days to reach you from dispatch. International orders can take 7-14 working days to arrive so please make sure you place your order allowing plenty of time.
HOW CAN I TRACK MY ORDER?
You will be sent a shipping confirmation once your order has been dispatched from our warehouse. If you have any problems or the delivery is taking longer than usual, contact Customer Services using the contact form and we will be able to look into it further for you.
I’VE MADE A MISTAKE ON MY ORDER. CAN I MAKE AN AMENDMENT?
Please check your confirmation as soon as you have placed your order and send through any address changes to us via the email on the order or using the contact form.
We cannot guarantee the changes will be made but we’ll do our very best, if your order is shipped we will need you to return the item to us and cover the cost of shipping for the amended item.
HOW DO I RETURN OR EXCHANGE AN ITEM FROM MY AJOTO ORDER?
Please see our Returns and Exchanges page for a step by step guide and our full returns policy.
You can also contact us using the contact form for any further queries.
HOW LONG WILL MY RETURN TAKE TO PROCESS?
We are usually pretty quick to process your returns but please do bear in mind that there may be delays after very busy periods like sales. We aim to process your returns within 1 week but it may take up to 2 weeks.
THE ITEM I WANT IS SHOWING AS OUT OF STOCK. DO YOU HAVE ANY LEFT?
Most of our stock is sold online, however, the item you want might well be in one of our stores. You can either call one of our stores or contact us and we’ll go on the search for you.
THERE IS A PROBLEM WITH MY ORDER. WHAT SHOULD I DO?
As we are only human, sometimes mistakes do happen. If you have received your order and there is something not quite right, please let us know right away so we can rectify it for you.
I WANT TO WORK FOR AJOTO. HOW DO I GO ABOUT IT?
We are constantly growing our AJOTO Family and love to hear from likeminded and passionate people with the drive and innovation it takes to work here. Please contact us and we shall reply if there are any vacant positions.
WHERE WAS MY PRODUCT MADE? WHAT IS IT MADE OF?
We are very proud of our sourcing and innovation here at AJOTO and a great deal of work goes into choosing our suppliers and making sure we are happy with the quality that we can provide to you, the customer. It’s what we live for and why AJOTO started in the first place. You can find out extra information about our sourcing in our Process page.
The Pen
I’VE DAMAGED MY FAVOURITE AJOTO PEN. WHAT CAN I DO?
Never fear! We have our very own in house repairs here at AJOTO who are dedicated to breathing life and happiness back into your beloved AJOTO tools. Simply fill out the form here and await our instructions.
THE BRASS PEN HAS MARKED AND LOOKS DARK
We do not coat or finish the Core collection Pens. Over time the pen will mark, scratch and patina. We believe this finish is honest to how you use your Pen, however you can refinish or polish your Pen by either sending it to us for a service or using our care and repair kit.
THE PEN MECHANISM FEELS LOOSE (PRE-2018 PEN)
This may be because the silicone gasket has come loose. Try tightening the twist mechanism using a 2.5mm Hex Key. Find more inormation on our Care & Repair page
I LOST MY SPRING
If you find yourself spring-less don't panic. You can purchase a replacement via our online shop care and repair kit.
THE PEN MECHANISM FEELS LOOSE (2018-ONWARDS PEN)
In the rare case, this has happened it may be due to a broken gasket. We can send out a replacement to you or you can send the Pen to us to refurbish.
WHAT KIND OF INK REFILLS CAN I USE?
For the best experience, we recommend you stick to using AJOTO Rollerball Refills. However, if you do want to try other brands we suggest that you look for ‘G2 ISO 12757’ Ballpoint Refills. Rollerballs are harder to specify but must have a Length of 97.5mm and a diameter of 6.9mm, You can also use similar refills from alternative capless Pens brands. Please check before ordering.
MY PEN GASKET NO LONGER GRIPS
If for whatever reason the gasket for your Pen isn’t functioning correctly even after tightening the twist mechanism, please contact us using the repair service
IS THE BRASS YOU USE LEAD-FREE?
As you may know Brass is typically an alloy of Copper, Zinc and Lead. We use a very specific type of Brass that is Lead-free and therefore safe to be regularly handled.
MY PEN SOMETIMES SQUEEKS WHEN I TWIST IT
Add a small amount of lubricant such as silicone grease, WD40 or machine oil to the twist mechanism to ensure the twist mechanism stays super-smooth. You can purchase the lubricant via our repair and care kit.
The Pen Pouch
THE PEN POUCH FEELS QUITE TIGHT
Over time the Pouch will loosen as the leather softens up and moulds around your Pen. The more you use the Pouch the better it will fit.
THE LEATHER ISN’T THE SAME COLOUR AS IT IS IN YOUR PHOTOGRAPHS
The leather we use is naturally tanned which means the colour varies throughout the hide. It’s very hard to get a consistent pigment without using synthetic colouring agents. We are dedicated to using natural, environmentally responsible processes. Also, every screen is different so we can’t guarantee a 100% accurate representation of the Pouch’s hue.
I MARKED THE LEATHER, WHAT DO I DO?
Your Pen Pouch is going to pick up some wear and tear over time. You can maintain it using fresh water and a clean cloth. If you scratch your Pen Pouch, try to massage the area affected as soon as possible. This will redistribute some of the natural oil in the leather and reduce permanent marking.
THE LEATHER HAS CHANGED COLOUR SINCE I BOUGHT MY PEN POUCH
Leather responds to natural conditions such as light and moisture. Not only will it develop a rich patina over time, but its hue will also gradually darken. This is to be expected and in our opinion is part of the charm of natural vegetable-tanned leather.
Personalitations and Gift Wrapping
DO YOU OFFER GIFT WRAPPING?
Each item purchased on AJOTO Online store is wrapped in our signature AJOTO packaging.
For gift orders to be directly delivered to the recipient, you can add gift cotton bag and a personal message in your Shopping Bag . Enter the text into the "Gift Message"
The invoice won't be included in the delivery and will be sent to you via the email address you provided.
DO YOU OFFER PERSONALISED ENGRAVING?
We do indeed offer personalisation at the time of purchase online for the products which have noted 'Add pen engraving? +£10' under the product description.
More information here
Should you have questions, please contact us.
CAN I HAVE MY PRODUCT ENGRAVED ONCE I HAVE RECEIVED IT?
Yes, we offer personalisation services with our free repair service. Please note, you may be charged for this service.
Please, check for more information here