Purchased a pen for a friend's birthday, but it's been 14 days and I still haven't received the item. Have sent 3 emails asking to cancel the item and be refunded so that I could buy my friend's birthday present, but I still haven't received a refund; they just keep emailing me back telling me "we're looking into it with Royal Mail, and we'll be in touch". It's been 2 weeks. Her birthday is in 2 days. I don't have time now to wait now, and I can't afford to buy her a present. Will never use The Pen Shop's online service again, and would recommend against anybody else doing so