Frequently Asked Questions

If you have any questions at all about your recent purchase, please don't hesitate to get in touch with Gemma. In the meantime though, you may find an answer to your question here in our FAQs:
SUMI PEN
  • Like a good pair of leather shoes the Sumi Pen will soften and become even more flexible with use. It will adapt to your style of writing and become unique to you. As such, it may take a little time for your pen to ‘settle in’. 
  • We recommend you flush your Sumi pen thoroughly before use. This will remove any oils from the nib which are present during manufacture, and will impede ink flow. Any of the following are good options: our Nib Cleaning Solution, distilled water or water with a touch of dish soap.
  • If you are having any problems with your nib 'rail-roading', this is usually down to ink flow issues and residual oil on your nib (see above). Make sure you are writing slowly so that the ink has a chance to catch up with your writing. You will also need to make sure your convertor is always topped up, if the ink starts to run low then you may experience rail-roading with this very ink-hungry nib.
  • We recommend using Diamine Inks which have been specifically tested for use with the Sumi pen. We do not recommend using ink cartridges as the ink flow will not keep up with your writing and is likely to result in 'rail roading'.
  • When inserting your ink convertor, you need to push it very firmly in - you should hear a click when it attaches, then you need to push it slightly further until you hear another 'click' which is the convertor connecting with the end of the nib feed. This will ensure good contact between the convertor and the feed, and will allow the ink to flow well. If there is any gap between the two then the ink may not flow properly.
FLOURISH PEN
  • If you are having trouble with your nib slipping, please watch this video   which shows you how to set your pen up correctly.
DELIVERY, RETURNS & REPAIRS
  • Our standard delivery time for non-custom items is 2 working days (UK) and 7-9 working days (International) although delays may happen due to Covid and Brexit. If you need your order urgently or for a specific date, please contact us first (UK only). Please note that there is a 3 day processing time for all orders and shipping times are calculated from dispatch. 
  • Our returns policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange, unless your item is faulty. Our return address is:

9 East View Road, Ringwood, Hampshire, BH24 1PP

  • Our handmade products are made to last a lifetime and we are able to repair or replace every single part of our pens. As such, we offer a complimentary repair service should your pen need a little TLC or you are not happy with the functionality. Please contact hello@tomsstudio.co.uk if you need to discuss a repair.

1 comment

  • Linda Goveia

    Hi Gemma!

    It wasn’t until I read this section that I realized that I should have probably sent the email(s) the I sent to Tom, to you here. I’ve copied the one that I just sent below, instead of going over it all again. The only thing not included are copies of my receipt showing the order (#3884) and the credit card charge. So, I guess now I’ll ask you what I asked Tom…If you wouldn’t mind just confirming that you have the order and the possible status of it that would be great.
    While I did include my phone number in the email below, I’ll include here as well. Please feel free to call me if that ’s easier for you and/or if you have any questions. (+1 949 300 3011)
    Sincerely,
    Linda Goveia

    Written: 06/03/21 approx. 9:00PM PDT:

    Hi Tom,

    I’m writing again because it seems as though somewhere along the line something has gotten messed up. I sent the email below to you very early this morning (my time PDT, California, US) and when I didn’t hear back from today I just had a gut feeling something wasn’t right.
    The thing is is that I’ve received several emails from you throughout the first 3 weeks of May, with the final one being on May 25th. After that I placed an order with you on May 31st., but have heard nothing back from you since then.

    As I said in the email below, because I’d gotten no order confirmation from you I started to wonder if that was normal, which is why I originally wrote the email.
    I also tried logging onto your site through my account but it said my account info wasn’t valid, so I created a new account with the same info. Then when it said that I had no orders, I became just a bit more concerned and confused as I have the receipt and the charge of $190.80 was made to my account on the same day as the order, May 31, 2021.

    (Below is another copy of the receipt as well as a copy of the charge to my bank card to your studio.

    As you’ve gotten my past emails, I thought it was strange that you didn’t get the one I sent earlier to day. It’s also why I cc’d your other email account. Just covering my bases.
    Or maybe you did received it and I haven’t given you enough time to reply. If that’s the case I totally apologize for my apparent impatience.

    If you could just confirm that you have the order below and what the status of it is, that would be great. Like I said I have an event coming up in Mid June and am hoping that I have my Black Flourish pen by then. 🤞🏻 🤞🏻

    If it would be easier to contact me directly by phone that’s totally fine, my number is 1+949 300 3011, please feel free to call me. Later in the day or night is better for me as I’m usually up until around 1:00-2:00AM on any given night.

    Thank you Tom, I look forward to hearing back from you.

    All the best,

    Linda Goveia


Leave a comment