Frequently Asked Questions

Engraving

How do I add engraving to my order?

To add engraving, click the "Personalise It" button on any product page. A window will open where you can type your text, choose a font, and see a live preview of exactly how your engraving will look before you add the pen to your cart.

Can I see a preview of my engraving before I buy?

Yes — every product page has a "Personalise It" button that opens our live preview tool. You'll see exactly how your engraving will appear on the pen, so there are no surprises when it arrives.

How many characters can I engrave?

We recommend up to around 35 characters per line for the cleanest, most balanced look. Longer messages are absolutely possible — we can engrave across two lines or on both sides of the pen. Just contact us with your request.

Can you engrave a logo as well as text?

Yes. We engrave company logos, custom artwork, and combined logo-plus-text designs in-house. Send us your logo via the contact form and we'll confirm what's possible and how it will look.

Can I have engraving on two sides, or two lines?

Yes — both options are available. Contact us with the text you'd like and we'll set it up for you.

What font options are available?

Four standard fonts are available directly in the preview tool. If you'd like a different font — including signature styles or a specific brand font — contact us with your request.

What colour is the engraving?

The engraving colour reflects the base metal of the pen barrel. Pens with a coated or lacquered finish reveal the brass underneath when engraved, giving a warm gold tone. Pens with a brushed stainless steel finish engrave in silver-grey, with a slightly different texture and reflection to the surrounding barrel.

Where on the pen is it engraved?

Engraving is positioned along the barrel of the pen. You'll see the exact placement on each specific pen in the live preview tool before you order.

Can you engrave signatures, dates, symbols or non-English characters?

Yes — signatures, dates, special symbols, and non-English characters (including Chinese, Japanese, Arabic, and more) are all possible. Contact us with what you have in mind and we'll confirm. Please note: all engraving is monochrome, not multi-colour.

How much time does engraving add before dispatch?

None — adding engraving does not delay your dispatch. We engrave in-house every business day. See our shipping page for current dispatch and delivery times.

Can you engrave a pen I already own or bought elsewhere?

No, we only engrave pens purchased from Individuated. This lets us guarantee the engraving quality and stand behind the finished product if anything isn't right.

Does engraving affect the manufacturer's warranty?

No — the full manufacturer's warranty still applies to your pen. Please note that engraved pens cannot be returned for change of mind, since the personalisation is permanent.

Orders & Delivery

How long will delivery take?

Typical delivery times for Australian orders after dispatch:

Metro areas: 2–5 business days
Regional areas: 3–7 business days

International orders typically take 10–25 days, depending on destination and customs processing. For up-to-date estimates, see our shipping page.

Where do you ship from?

All pens are engraved in-house and dispatched from Melbourne, Australia. We're not a dropshipper or an overseas reseller — every order is prepared locally.

Can you do an urgent or rush order?

Yes, in most cases we can. Contact us before placing your order with your deadline and delivery address, and we'll confirm whether we can meet it.

Do you ship internationally, or Australia-only?

We ship both Australia-wide and internationally. International orders typically take 10–25 days depending on destination and customs processing.

How do I track my order?

You'll find tracking details in two emails: your order confirmation email (sent when you place your order) and the shipping notification email (sent when your order leaves our Melbourne studio). Check the email address you used at checkout — and your spam folder, just in case.

Is local pickup available?

Not at this stage — we operate online only. Every order is shipped from our Melbourne studio.

What payment methods do you accept?

We accept all major payment methods: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Payments are securely processed through Shopify — we never see or store your card details.

Products & Stock

Are your pens genuine, and are they made in France?

Yes — every pen we sell is 100% genuine, sourced through authorised channels. Our premium ranges, including the Waterman Expert, Waterman Hémisphère, and Parker Sonnet, are made in France. Other ranges (such as the Parker Jotter and IM) are manufactured at the brand's own facilities in various locations around the world.

How do I know if an item is in stock?

If you can add it to your cart, it's in stock and ready to ship. Out-of-stock items are clearly marked with an "Out of Stock" label on the product page.

Does every pen come with a gift box?

Yes — every pen comes in its original premium gift box from the manufacturer, exactly as shown in the product photos. The gift box is included at no extra cost.

Which refill does my pen take, and how do I reorder refills?

Each pen takes one of three refill types depending on its style: ballpoint, rollerball, or fountain. We stock refills for all the pens we sell — if you're not sure which one yours takes, contact us with your pen model and we'll point you to the right one.

Ballpoint, rollerball, or fountain — which should I choose for a gift?

Ballpoint is the easiest, lowest-maintenance choice — no cap to lose, a simple click or twist mechanism, no smudging, and no drying out. It's the safest gift for most recipients.

Rollerball produces a richer, more vivid line that's closer to a fountain pen's character, but the ink takes slightly longer to dry. Best for someone who appreciates a smoother writing feel.

Fountain pen gives the classic, expressive writing experience prized by enthusiasts and collectors, but requires a bit more care. Best as a gift for someone you know loves to write.

If in doubt, choose ballpoint.

Can I swap the ink colour?

The factory-fitted refill can't be swapped before dispatch. However, you can purchase additional refills in different colours from our store and switch them yourself in seconds.

Returns, Changes & Warranty

Can I return or exchange an engraved pen?

Engraved pens cannot be returned for change of mind, as the personalisation is permanent. However, if there's a workmanship defect or an engraving error against the proof you approved, we will replace the pen at no cost to you. Your rights under Australian Consumer Law also apply in full.

What happens if there's a typo or mistake in my engraving?

This is exactly why we built the live preview tool — you see and approve the engraving before placing your order, so please check spelling carefully (especially names, dates, and surnames).

If we make an error against the proof you approved, we will engrave a replacement pen at no charge.
If the typo is in the text you supplied and approved, the engraving generally cannot be undone — but contact us as soon as you spot it and we'll do what we can to help.

Can I change or cancel my order after placing it?

Possibly — but orders are processed quickly, so please contact us as soon as possible. If we haven't started engraving, we can usually amend or cancel without issue.

What warranty comes with the pens?

Every pen comes with a 2-year manufacturer's warranty. If anything goes wrong during that period, contact us directly — we'd rather help you sort it out ourselves than send you off to deal with the manufacturer.

Gifting

Can you ship directly to the recipient at a different address?

Yes, absolutely. Just enter the recipient's address as the shipping address at checkout — your billing address can remain separate.

Can you include a gift note, and will the price be hidden from the recipient?

Yes to both. You can add a printed gift note to your order — simply type your message into the order notes field on the cart page before checkout. We also automatically exclude all pricing and invoice details from the parcel, so the recipient sees only the gift.

Can I order now for delivery on a specific date (birthday or anniversary)?

Yes — contact us before placing your order with the date you need it to arrive, and we'll do our best to time the dispatch so it arrives close to the big day.

Corporate & Bulk Orders

Do you offer bulk pricing, and what's the minimum order quantity?

Yes, bulk pricing applies from 20 pens or more. Contact us with the pens you're interested in, the quantity, and your timeline, and we'll send through a tailored quote.

Can you engrave our company logo across multiple pens?

Yes — corporate logo engraving is one of the things we do most. We've been trusted by Australian businesses of every size for over 7 years, from boutique firms to major corporates. Send through your logo and we'll confirm sizing and placement.

Can each pen have different engraving (e.g. individual names)?

Yes. Each pen in a corporate order can carry its own unique engraving — staff names, dates of service, milestone messages — alongside (or instead of) your company logo. This is one of the most common bulk requests we handle.

What's the lead time for large or corporate orders?

In-stock pens: 1–2 weeks from order confirmation.
Larger orders requiring stock from France: typically 2–3 months.

If your deadline is tight, contact us as early as possible — we can often accommodate urgent timelines.

Can I get a quote and pay by invoice?

Yes. Contact us with the pens, quantities, and engraving requirements you need, and we'll send through a formal quote and an engraving proof for your review and approval before any work begins. For corporate orders, you can pay by bank transfer against our invoice, or securely online by debit/credit card via a payment link we send through.

Business & Trust

Are you a registered Australian business?

Yes — Individuated is a registered Australian business with an ABN, and we are GST-registered. Every order includes a formal tax invoice.

Do your prices include GST, and will I get a tax invoice?

All prices shown on our website are GST inclusive unless stated otherwise. A formal tax invoice is issued for every order and emailed to you, making it easy to claim back if you're purchasing for a business.

Where are you based?

We're based in Melbourne, Australia, and have been online since 2019. We've served more than 20,000 Australian customers — from individual gift buyers to businesses of every size.

Still have a question? Contact us — we usually reply within one business day.