Shipping & Returns


At Drawlish, our priority is ensuring your satisfaction with every purchase you make through our website. We understand that there may be occasions where you might need to exchange or return an item, and we've designed a comprehensive return policy to cater to your needs. Therefore, we offer a 30-day return policy, allowing you ample time to request a return from the date you received your item.

Eligibility and Conditions for Returns:

You have the freedom to return a product if you are dissatisfied with it for any reason. However, to qualify for a return or exchange, please ensure the following conditions are met:

  • The return must be initiated within 7 days of the original purchase date.
  • All items being returned must be in a new, and unused.
  • It must be in the same condition as when you received it.
  • The original tags and labels must be attached to the product.
  • You'll need to provide the receipt or proof of purchase.

Return Process:

Should you wish to return or exchange an item, please follow the steps outlined below:

Contact Us: Initiate the return process by reaching out to our support team via email at Provide details about the item you wish to return and await confirmation from our support team.
Packaging: Once your return request is confirmed, securely pack the item in its original packaging. Make sure to include the receipt or proof of purchase with the package.
Return Address: Do not send the item back to the address it was shipped from. The specific return address will be provided to you via email upon approval of your return or exchange request.
Inspection and Refund Processing: Upon receiving the returned item, we will thoroughly inspect its condition. After verification, we will proceed to process your refund. Please note that it may take 10 to 15 working days to complete the return or refund procedure.
Please note that items sent back without a prior return request will not be accepted.

Defective or Damaged Products:

If the item you received is defective or damaged, please contact our support team at Along with your communication, include images that clearly display the defects in the product. This will enable us to assess the issue and ensure it's resolved appropriately. We will then work with you to arrange either a refund or an exchange.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Important Notes:

  • Ensure to have the receipt or proof of purchase available before initiating a return.
  • We cannot process a return or exchange if the item is sent back to the original shipping address before contacting our support team.
  • Please verify your shipping details before confirming your order. We're only able to ship an order once per purchase. Therefore, if an incorrect address was provided during purchase, we won't be able to offer a refund or redirect the product to a new address.


At Drawlish, we strive to dispatch all orders promptly, typically within 1-2 business days. Once shipped, delivery within the UK generally takes 3-5 business days. We're delighted to offer free shipping within the UK for your convenience.

For customers residing in other European countries interested in purchasing our pens, kindly contact us at ( with your shipping address. We will confirm the availability of free shipping for your specific location.

It's crucial to provide the accurate shipping address during purchase since we can only ship your order once. If an incorrect or undeliverable address is provided during the purchase, regrettably, we won't be able to issue a refund or redirect the product to a new address.


Addressing the scenario of shipping to the wrong address is a critical aspect that impacts the successful delivery of purchased items. Here's a detailed explanation:

Shipping to the Wrong Address:

At Drawlish, we understand that providing the accurate shipping address is crucial for successful delivery. However, if an incorrect or outdated address is provided during the ordering process, it can result in complications and possible failed delivery attempts.

Implications of Providing the Wrong Address:

If the shipping address provided during the purchase is inaccurate, the package may be sent to the wrong location. Unfortunately, once an order has been shipped, it becomes challenging to reroute the package to a new address or to intercept it for a change of destination. This may lead to the package being returned to our facility or considered undeliverable.

Resolving Issues with Wrong Address Shipments:

In the event of a wrong address being provided during purchase, here are the possible scenarios:

Package in Transit: If the package is in transit, and the error is identified, please contact our customer support team immediately at We'll do our best to assist in any feasible manner to rectify the situation.
Package Returned to Sender: If the package is returned to us due to an incorrect address, we can attempt to reship it to the correct address. However, this might involve additional shipping fees or charges associated with re-routing the package.
Failed Delivery Attempts: In some cases, the courier service might attempt to deliver the package to the incorrect address. If it cannot be delivered successfully, the package may be held at a local facility for a specific period. It's crucial to contact the courier service directly to make necessary arrangements for correction or collection.

Preventing Shipping Errors:

To avoid issues related to incorrect shipping addresses, we strongly advise customers to carefully review and confirm the accuracy of their shipping information before finalizing their purchase. Double-checking the address details, including street names, building numbers, and postal codes, is vital for a smooth and successful delivery.


Once your order is processed and shipped, you'll receive an email containing tracking details. This information allows you to monitor your package's journey from our warehouse to its destination.

Utilize the provided tracking number to access real-time updates on the shipping carrier's website or app. This enables you to stay informed about the status of your order, including transit, delivery, and receipt.

Although rare, slight delays in tracking updates may occur due to high shipping volumes or unexpected circumstances. For any concerns about tracking, contact our customer support team for assistance.
When it comes to customs duties and taxes, these charges are often levied by government authorities on goods imported into a particular country. Here's a detailed breakdown:

Customs Duties:

Customs duties are tariffs or taxes imposed on goods when they are transported across international borders. These charges are set by the government and are typically based on the type of goods, their value, their country of origin, and any trade agreements between countries. The purpose of customs duties is to regulate trade, protect domestic industries, and generate revenue for the government.

The rates for customs duties vary widely and are specific to the importing country's regulations. They might be fixed, based on a percentage of the declared value of the goods, or calculated using a combination of both. Some items may be exempt from customs duties due to trade agreements or specific regulations.


Apart from customs duties, imported goods are also subject to various taxes. These might include Value Added Tax (VAT), goods and services taxes, or other local taxes applicable in the importing country. VAT is a consumption tax placed on a product whenever value is added at each stage of the supply chain, with the final burden usually falling on the consumer.

Responsibility for Payment:

Typically, the responsibility for paying these customs duties and taxes lies with the importer or the buyer of the goods. When making a purchase from an international vendor, it's essential to be aware that you may be required to pay additional charges upon delivery.

Assessment and Payment:

Upon arrival in the destination country, customs officials assess the value and nature of the imported goods. They determine the applicable customs duties and taxes that the recipient must pay to release the goods. If these fees are not paid, the goods might be held by customs or returned to the sender.

Information and Declarations:

Accurate and complete information about the contents and value of the package is crucial for customs assessment. Inaccurate or incomplete declarations might lead to delays, additional charges, or even confiscation of the goods.

Transparency and Disclosure:

As a responsible business, Drawlish aims to provide transparency regarding potential customs duties and taxes. However, these charges can vary widely and are beyond our control. We encourage customers to be aware of their country's customs regulations and the potential additional costs associated with international purchases.


It's important to be informed about the customs duties, taxes, and regulations in your country when making international purchases. While we aim to provide information, the final responsibility for understanding and paying these charges falls on the buyer as per their country's laws and regulations.

If you have any specific queries or require further details regarding customs duties and taxes, feel free to contact our support team at for assistance and guidance.

Questions or Further Assistance:

If you have any queries or need clarification about our refund policy, please do not hesitate to contact us at We're here to assist and ensure your shopping experience with us is as smooth and enjoyable as possible.

From our customers


I use these to make Christmas mugs with my kids. They're fun and easy, with bright colors and smooth ink. You can fix mistakes with water. Baking instructions are clear, and we're happy with the results and recommend them.

Charlotte S.
United Kingdom

My son has really enjoyed using these to experiment with different shading on his pictures. He’s new to this but he’s doing well. I can’t imagine that a more expensive set would be of any greater benefit to him.

United Kingdom

Bought for decorating and my art sketchbook. My artist granny taught me quality. These paints are super pigmented, great for mixing colors. Pros: pigmented, mix well, dries nicely, can use water, comes with 3 brushes.

United Kingdom

Got these pens for my teenager, and they love them. They're slim, easy to transport, vibrant colors. The nib is great for detailed work. They match the cap colors to the ink, which is great. These pens compare well to pricier brands.

Sharon V.
United Kingdom

My table used to be a complete mess, never had the time to tidy it up. So, got four of these blue folders, and it's like a miracle. These are incredibly sturdy; they can hold over 200 papers. Definitely buying again!

Desmond Okoro
Houston, USA

I absolutely adore Drawlish paint pens. They've become a must-have for every painting I do, adding that perfect touch of detail and outlining. The black and golden metallic pens infuse my artworks with a magical shine.

Imogen Sinclair
London, UK

My 13 year old daughter adores drawing, so I got her the Drawlish sketching pencils for this christmas, and she's in love with them. The box looks very luxurious too. All of her friends like it. Will definitely buy more from their collections.

Alistair Wren
Charleston, USA

Adore these acrylic pens! Perfect for art. Well-packaged, versatile colors, extra-fine point for details. Excellent on faux leather and watercolor paper. Highly recommend for quality and price.

Mrs. Jenkinson
United Kingdom