About Us

Who are we?
Cityorgy.co.uk is part of the City Organiser group. We have been trading as a retailer since 1987 (and online since 1997). We have specialised for many years in selling a full range of pen refills from all the major brands.

The aims of our customer service
To be friendly, knowledgeable and efficient. We appreciate that in shopping at City Organiser, you have bypassed many larger, online retailers who would be glad to have your business. Being small allows us to be fast, flexible and friendly; we will always try to help you in the same way that we would like to be helped ourselves. In the world of pen refills, we will take time to research new products and monitor the quality of existing ranges so that we are offering the very best that our suppliers have to offer. Online, we have tried to minimise the amount of data capture, unnecessary questions and memory-hungry graphics that stand between you and your order.
We are always keen to have feedback from our customers about the quality of our service. Praise or criticism helps to shape the way we run our website. If you have any suggestions or comments please email them to Andy Morse, managing partner of City Organiser.

Our refund policy
In accordance with your legal rights, we will give refunds (or arrange repair/replacement) for any item that is bought from us and is found to be of unsatisfactory quality, not fit for its intended purpose or wrongly described. To qualify for a refund, the item and proof of purchase must be returned to us within a ‘reasonable time’; on most of our products this is considered to be 28 days. In other cases, we will consider an exchange or repair. Please remember that you are not entitled to a refund if you have simply changed your mind, damaged the goods after you’ve bought them or if you were aware of the defect at the time of purchase. When you are returning an item to us by post we recommend that you get proof of postage.

Our procedure on items that are returned because they are faulty
We have designed a procedure to deal with a problem as quickly and fairly as possible. We never intentionally sell products that are substandard and are always happy to have feedback from our customers on the long term ‘life’ of our products. Our returns procedure is as follows...
To say we are sorry when items we have sold have either proved faulty or do not work properly.
To allow our customer to explain fully what the trouble is.
To inspect the item, or have the item inspected by the manufacturer, so that the cause of the problem can be assessed.
To determine when the customer bought the item (to this end some proof of purchase is necessary)
If the defect is assessed as a fault of design or manufacture and the item has been returned in a reasonable period of time then we will offer a refund, repair or replacement as appropriate.
If the defect is not obvious or the period of time is not deemed to be reasonable then the shop manager (or acting shop manager) will be responsible for assessing the item and determining the correct course of action.
If you are returning items bought online then the returns address is
Cityorgy.co.uk, City Organiser, Mail Order Returns, 40 Bow Lane, London, EC4M 9DT.

Our policy on cookies and security
We do not disclose buyers information to third parties. Cookies are used on our shopping website, but only to keep track of the contents of your shopping cart once you have selected an item and, if you choose, to record your delivery details to speed up any further orders you place. Our site uses 128 bit security encryption (your credit card details are not held in real text anywhere on our site) and the payment screen is processed on a secure SSL page - you will see the golden padlock. There have been no known cases of a security breach in the years that we have been trading on-line.

Our website charging & notification policy, tax charges, back order procedure
On placing your order you will receive an automatic email confirming that your order has been safely received. When we process your order, we will email you if there is a stock problem or if there is going to be a delay. We do not take payment for any item until it is ready to ship.
VAT (where applicable) is included in our quoted prices. If you are resident in the UK then our featured prices include VAT, if you are resident outside the UK then our featured prices are net of all taxes. Because we aim to keep in stock everything that is shown on our web catalogue we do NOT generally operate a back-order system; if there is likely to be a delay on one part of your order we will generally contact you to ask whether you would like the order to be sent complete.