Returns & Exchanges
📌I've bought this item from your website, and I just don't like it. How do I return it to you? Will I be charged a restocking fee to return an item?
To qualify for a return, the item must be in the exact same, brand-new condition it was received, including the original packaging, plus any accessories, parts, and paperwork that came with the item. We cannot accept opened and used bottles of ink, ink cartridges, used notebooks, engraved pens, or pen cleaning supplies. Transparent pens that have an internal filling system (like a piston fill or vacuum fill) cannot be returned for refund once they have been inked. For those types of pens, we strongly suggest dip testing the nib.
Please understand that you will be responsible for the shipping costs on returns.
Free items or free gifts with purchase cannot be replaced or refunded.
📌How do I exchange for a different color, finish and nib size, etc ?
Exchanges have the time window of 7 days after delivered. If you are not entirely pleased with your purchase and know what you would like to exchange the item for, you may email us to make your request be known. Follow the instructions about how to proceed with a normal return. Exchanges are shipped at the customer's expense.
📌The item I have purchased has arrived damaged/defective (or is not the item I have ordered). How can this be fixed?
Before contacting us, please make sure to check the box that your order arrived in and make sure that there are no loose items at the bottom of the packing material. If the box appears damaged or tampered with during shipping, please note this when contacting us. In the event that any item arrives damaged, please contact us feel free. It is better to attach a photo.
📌I've purchased a beautiful fountain pen from your company but it does not seem to work well. The pen skips and the inkflow is poor. Can I return this to you?
Within 60 days when you got the pen, if the above problems happen, we are willing to replace it for free. More than 60 days we would like to guide you to purchase replacement parts until it is fixed.
📌How long will it take to process a return or exchange?
Once received, your refund or exchange items will be processed within 7 - 10 days.
Approval of all returns is subject to the discretion of Pen&Friend, who reserves the right to decline refund requests if the product has been improperly used, damaged, modified or is otherwise unable to be resold.