HOW TO ORDER

• Do I have to create a customer account?

You can browse freely on our website, but in order to know both final sales prices to your destination and to calculate the shipping fees, it is recommended to create a customer account, which only takes a few minutes and will save your data for future logging.

To place an order, the creation of a customer account is mandatory.

• How can I know the shipping fees prior ordering?

The simplest and fastest way is to create a customer account. The system will display the available options and prices to your delivery address; no purchase is necessary before the payment process and you can try as many times you wish.

• How much are the shipping fees and how to choose among the suggested options?
  

For deliveries within Metropolitan France, we suggest shipments by the Post-Office, delivered with or without signature according to available options.

For foreign countries: shipment are processed either by Colissimo International® or PostExport® (average of 3 to 10 business days according to destinations), delivered by your local Post-Office, or by FedEx Express Priority® (average of 1 to 5 business days), door-to-door service and signature required.

• Why your prices are different for the same item on the English and French version of your website?
  

Before knowing in which country you live or wish to be delivered, the French version displays prices with French Sales tax included (19.60%), the English version displays tax-free prices for export. Once logged in your account, the order form will possibly adjust prices according to your delivery address (for example, it will add the French Sales Tax if your delivery address is located within the European Union such as United Kingdom or Italy, but will remain tax-free if your delivery address is in the USA , Australia or Switzerland).

• I would like to be delivered to my office or to my vacation address..How do I proceed? 
  

Simply by creating a new delivery address from your customer account options ("my addresses" section) and selecting it when asked to confirm your delivery address on the order procedure.

• I want to gift someone; is it possible and how much will I pay?
  

It is quite possible by creating a new delivery address from your customer account options (free service).

The delivery address is the one that determines the sales prices (tax-free or with French VAT included):

If the delivery address is located within the European Union (EU), the French Sales Tax (19.60%) must be paid when purchasing and will be added automatically on the order form, even if your billing address is outside the EU.

On the contrary, if your delivery address is outside the EU*, you will pay tax-free only, for the export is processed by us, even if your billing address is within the EU.

*however, please note that you or the recipient will have to pay possible import taxes and customs fees, according  to local laws of the country of destination.

STATUS OF MY ORDER

• How can I track my order?
  

When you place an order on our website, 3 emails are sent to you:

1/ the order resume: reminder of your delivery address, ordered item and total amount

plus a optional one as a reminder if your order includes one or several items with a prior notice as displayed on the item-page near the "add to cart" button

2/ the preparation status: confirmation of payment and availability of  ordered items (onstock or from the supplier for items with a notice prior shipment), 

3/ the shipment of your order: with your tracking number (if available)

• What is the delivery notice?
  

As soon as the order is shipped: D + shipment notice according to your selected option (in business days, from Monday to Friday) = delivery 

Metropolitan France (Corsica and Monaco included) 

Colissimo suivi® = D+2 delivery, signature required

Lettre Max® = regular mail notice dropped in your mailbox without signature

Foreign countries

PostExport® (or Colissimo International®) : D+3 to 10 according to destinations, delivery with or without signature according to the value of your order

FedEx Express® : D+1 to 5 according to destination, signature required

DELIVERY

• I live outside France. How much are the customs taxes I will have to pay?
  

If the delivery is within the EU, no customs taxes must be paid (French Sales Tax has been already paid when you order). 

For the rest of the world (French Overseas Territories and Switzerland included), as a general rule, local sales tax + possible customs taxes are to be paid upon delivery, based on the total of paid order, shipping fees included.

Further information is available, either from the Customs Services or from your local  Post-Office.

• The package has arrived with a delay. Can I refuse the delivery? 
  

No, accept it in any case for the responsability of the shipment is transferred to the carrier as soon as the package leaves our stocks and you shall not be able to ask for a possible compensation on shipping fees if they are guaranteed.

In case of a delay by Colissimo Suivi 48h®, the shipping fees will be compensated by us after confirmation by the online tracking (see General Sales Conditions of Colissimo® on www.colissimo.fr for possible exclusions).

For FedEx Express®, please contact us for thea possible compensation, if available in your case.

• My package is lost or was received spoilt. How can I complain?
  

In any case, even if the package seems in a perfect condition, we strongly advise you to inspect the contentin the presence of the delivery agent; your signature on the delivery receipt is considered as an acceptance of conformity of the shipment.

If the package is spoilt and seems to have been opened/closed again*,refuse it to be allowed to a possible refund.

*Caution: please note that for international shipments , packages can be inspected by the customs; check content before refusing your order

If a package cannot be tracked (with or without tracking number), please contact us in order to inquire from the carrier.

By default, in case of loss, robbery or spoilage, Colissimo Suivi® includes a limited insurance of 23 euros/kg maximum (shipping fees included) as by 9/1/2010.

For FedEx Express®, compensations are limited to the highest amount between the applicable amounts from Warsaw Convention or equal to 22€ /kg, as by 9/1/2010.

SECURITY/CONFIDENTIALITY

• I am not confident to order for I don't want to pay online with my credit card
  

Although our system is very secure*, if you don't feel comfortable with this way to pay, choose the option "payment by fax" suggested in the order process

Print your order and fax it to us, completed with your credit card numbers, expiration date, security code and signature for approval.

* direct payment on our bank page LCL (SSL 128 bits). By this system, we don't have any knowledge of your credit card data on our servers.

• What is your antispam policy?
  

Juste like you, we hate spam and respect your privacy. As mentioned in our General Sales Conditions, all your confidential data (such as name, address, e-mail,...), will never be sold or lent to external partners, even for free.

The only messages you can get from us as a registered customer are the order steps of your orders and possibly our newsletters if you have subscribed (you can unsubscribe/subscribe again anytime by managing your options on you customer account).

MODIFY/CANCEL MY ORDER

• How can I modify or cancel my order?

Don't postpone for we ship very quickly (at least for all onstock items). 2 solutions to advise us:

1/ Log on your account, check your pending order ("my orders" section), click on the link to display, you will find a message field at bottom of the page to fill with your comments

or

2/ Send us back your order resume asap and tell us what you wish to modify (or just cancel)

- If your order is ready but not shipped yet, we still can modify or cancel it

- If your order is already shipped and yet to be received, just refuse the package (please advise us of your decision)

- If you have received your package, contact us in order to get a return number and then ship it back to us (see item on our "return policy" below)

• I wish to return one or several items. Can I ask for an exchange or be refunded?
  

You can return an item still in new condition that would not meet your expectations.

- for an exchange or credit note, within a 2 (two) week notice, starting from delivery date,

- for a refund, within a maximum notice of 7 (seven) days, starting from delivery date.

Return fees are at your expenses in all cases.

*on sale, discounted seasonal (planners) and customized items are excepted; returned items must be still on new condition and with all accessories (boxes, instructions, warranty card, batteries, A/C cord/charger, etc.).

AFTER SALES SERVICES

• I have received an item but it does not work

We inspect carefully all our items before shipment; however, if you notice a possible defect or malfunction, please contact our services first who will try to help you without a return (for electronic devices, read carefully the instructions before any operation or inserting batteries).

If a solution cannot be found from a distance, we shall give you instructions for an exchange or refund (see item on our "return policy" below)

• I have spoilt the nib of the fountain pen I bought from you. How to fix it?

We sell some spare parts from our selections of brands (Lamy, Pilot,…) that you can purchase separately and change the part yourself easily.

If the pen needs to be returned to the manufacturer's after sales services:

- If you are in France, you can either return your pen to us (see item on our "return policy" below), or ship it directly to the manufacturer's after sales services (please ask us for addresses).

- If you live outside France a lot of our selected brands have a local representation for a quicker service, but you can also return the pen to us if you prefer (see item on our "return policy" below).

In the case of a paying service over 50 (fifty) euros or over 50% of the original value of the pen, a quotation will be sent to you to ask for your prior agreement.

• I have an item that was not bought from you, but  you carry the brand, can you take care of repairs?
  

We don't have a repair workshop and all after sales services are sent to the concerned manufacturer's.

You can return your pen by visiting our shop or by sending it back to us (see item on our "return policy" below); we can also give you After Sales Services addresses that will take care of the repair for you directly. for a quicker service.

• And if you don't carry the brand of my pen?
  

Unfortunatelly, we don't have access to After Sales Services of the brands we don't carry. We invite you to contact an official dealer (in most of cases, lists of dealers are available from manufacturer's websites).

BUSINESS GIFTS

• I am looking items for business gifts/I wish to buy in big quantities. Do you have special sales conditions/can you customize items?
  

We invite you to check out our targeted selections on our professional site; for special requests, our teams are trained to assist you with special selections at the best prices for this type of order.

• Can I get a catalog of your products?
  

We propose you a printer-friendly catalog online; we don't print any paper catalog due to regular changes in our selections, but if you have any questions, feel free to ask, we shall be happy to assist you.