Contact , Stockists & FAQs

Have a question about a product, or want to discuss a commission? Just use the following details to get in touch. We’ve listed our Frequently Asked Questions below for useful info.

Email: hello@marksnpencils.com

Phone: 07411 298118

Postal Address:

4 West Park

Wick

Caithness

KW1 5QE

Prefer to shop in-store?

We are proud to work with a variety of independent retailers across the Highlands & Islands. Find us at:

Interested in working with us?

Email hello@marksnpencils.com to find out more and request a trade brochure.

FAQs

What’s the best way to wash and maintain your products?

Our range of glassware is dishwasher safe (the mugs are microwave safe too!), however, we find the best way to care for your glass is to wash by hand, and dry with a clean dish towel or kitchen roll. The etched area may temporarily darken when washed, but will return to normal as it dries. If watermarks are present, simply wet the area and dry with sheets of kitchen roll.

For mirrors and glass panels, we recommend a quality glass-cleaning spray and a soft cloth, as you would with any regular decor. Always take care to ensure your cloth is clean and dry.

Are your products and packaging recyclable?

We try to use eco-friendly and recyclable products as far as possible throughout the production and packaging process. The glass itself is widely recyclable, should the need arise, and every part of its packaging, from the gift tag and tie to the wood-wool filling can go in your cardboard/paper recycling. Our gift boxes are sourced from a UK company, and are sustainably and ethically made, and environmentally friendly.

The sand Mike uses during the etching process is cleaned, filtered, and then re-used as much as possible to minimise waste. 

We do occasionally use bubble-wrap for longer-distance postage, however this is mostly sourced and recycled from local stores, and can be reused after delivery. Feel free to contact us for more info on our suppliers and process.

When will my order be delivered?

We aim to dispatch any in-stock items within 3 days of your order being confirmed. If this isn’t possible, we’ll let you know. Once we’ve processed your order, we’ll provide an expected arrival date, and you can contact us if you have any concerns while you await delivery. Any non-stocked items, such as personalised glasses or custom commissions, will take longer to dispatch. We use a lead-time of 1 week for a personalised standard design, and 2 weeks for a custom design or image. Larger commissioned items will take longer, and we’ll be able to advise on a schedule once we discuss your needs.

If you need your order within a specific timeframe, let us know when you place your order, and we’ll get in touch to confirm.

What if I need to cancel an order?

In the event you’ve made an error and need to cancel or amend an order, simply let us know and we’ll do our best to accommodate. Once orders are placed, we send you confirmation via email with an estimated dispatch date and all the information you need. You can let us know, then, if you need to make an amendment, and we can advise on the available options, or issue a refund. If an item has been personalised, we’re unable to issue a refund on the item, unless there’s a fault with the product. 

What if I need to return an order?

You can return any of our standard products if they are not what you expected. These will need to be returned within 14 days of delivery, and we will give you a full refund, excluding any carriage costs. This does not affect your statutory rights for damaged goods, where we will either replace the items or issue a full refund, including carriage.

I want to see the products in person, where can I find them?

A variety of our glassware and a selection of larger items, such as mirrors and tableware, can be found at our stockists listed at the top of this page. You can always arrange an order through these outlets, if you can’t find what you’re looking for in person, including personalisations.