1. About us and these terms

This website and service are provided by Penned Ltd (company no. 12989856), registered in England & Wales, registered office Polhill Business Centre, London Road, Polhill, Halstead, TN14 7AA. By using this website or placing an order, you agree to these terms. If you're entering into them on behalf of a business, you confirm you're authorised to do so.

2. Our service

Penned produces handwritten letters, cards, notes, envelopes and related items — written with real pens using robotic handwriting technology — and posts them on your behalf or delivers them to you. Samples show the style and quality; the finished output may vary slightly, as each piece is individually written.

3. Quotes, orders and pricing

Quotes are valid for the period stated and are based on the requirements you provide. Prices exclude postage, which is charged at cost price based on your letter type and service. An order is accepted once we confirm it in writing. Payment terms are as set out in your quote or invoice.

4. Your content and responsibilities

You are responsible for the content, designs, logos and recipient data you provide. You confirm that:

  • you own or have the right to use all content and designs you supply, and their use by us does not infringe any third party's rights;
  • your content is lawful and not defamatory, misleading or otherwise objectionable;
  • you have a lawful basis to contact the recipients you provide, and recipient data is accurate; and
  • for recipient personal data you are the data controller and we act as your data processor, processing it only to fulfil your order (see our privacy policy).

5. Acceptable use

You must not use our service or website for anything unlawful, fraudulent, deceptive, or for unsolicited bulk mail that breaches applicable law. We may refuse or cancel any order that, in our reasonable opinion, breaches these terms.

6. Intellectual property

All content on this website (excluding your content) belongs to Penned or its licensors. You retain ownership of your own content and grant us the licence needed to produce and deliver your order.

7. Production and delivery

Turnaround times are estimates, not guarantees, and depend on volume, campaign type and approval. Posting is handled via Royal Mail (or an agreed carrier); once items are handed to the carrier, delivery timing is outside our control.

8. Changes and cancellation

Tell us as early as possible if you need to change or cancel an order. Once an order is in production it may not be possible to change or cancel it, and work already carried out may be chargeable.

9. Liability

Nothing in these terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or fraud). Subject to that, we are not liable for indirect or consequential loss, or loss of profit, revenue or goodwill, and our total liability for any order is limited to the amount you paid for that order.

10. Data protection

Each party will comply with applicable data protection law. Our handling of personal data is described in our privacy policy. Where we process recipient data on your behalf, we do so only on your documented instructions and apply appropriate security measures.

11. Governing law

These terms are governed by the laws of England & Wales, and the courts of England & Wales have exclusive jurisdiction.

12. Changes to these terms

We may update these terms from time to time; the current version will always appear on this page.

13. Contact

Email [email protected] or call 0333 090 9406.