CUSTOMER SERVICE POLICY
our customer service team adheres to the core service concept of professionalism, sincerity, patience and efficiency, providing full-cycle and high-quality shopping support for all fountain pen and stationery customers worldwide. we fully understand that purchasing professional writing instruments online involves many professional details, including nib softness, ink compatibility, writing smoothness, material maintenance, size selection and scenario matching, so we provide comprehensive pre-sales consultation, in-order tracking, and thoughtful after-sales problem solving to ensure that every customer can shop with confidence and use the product with peace of mind.
during the pre-purchase stage, our team provides detailed professional guidance for all products. we can answer questions about fountain pen nib types, writing thickness, ink flow performance, pen body material characteristics, ink color difference, paper matching effect, daily maintenance methods, collection value, and gift-giving suitability. we will objectively analyze the advantages and applicable scenarios of different styles according to your usage habits, whether for daily journaling, signature writing, practice creation, business office use or holiday gifts, helping you avoid blind purchases and select the most suitable writing tools.
after you place an order successfully, we will monitor the whole process of order processing, including order information verification, product quality inspection, ink sealing test, pen appearance inspection, accessory arrangement, safe shockproof packaging and carrier delivery docking. all stationery products are fragile and precise instruments, so our warehouse will carry out secondary careful inspection and reinforced packaging to reduce the risk of damage during international transportation. if you find any information errors after placing an order, please contact us in time. we can modify the address, recipient and product specifications for unshipped orders to ensure accurate delivery.
for abnormal order problems such as product damage, ink leakage, defective nib, missing accessories, wrong delivery and packaging damage during transportation, we will provide fair and reasonable after-sales solutions unconditionally. you only need to provide clear photos of the product, packaging and problem details, and we will quickly verify and provide full refund, partial refund, free replacement or supplementary accessories according to the actual situation, so as to solve customer problems in the most efficient way and avoid tedious communication delays.
we guarantee to reply to all customer consultation messages within 24 business hours. our working hours are monday to friday, excluding us statutory holidays and weekend rest time. during summer promotion seasons, new product launches and peak shopping periods, the volume of customer consultations increases significantly, and the reply time may be slightly delayed. we will try our best to reply in order and ensure that every customer’s problem is properly handled. all our replies are manually refined targeted replies, without rigid template perfunctory responses, ensuring that every doubt is accurately resolved.
we always respect every customer’s feedback and experience. whether it is recognition of our writing experience and product quality, or valuable suggestions for product optimization and service improvement, we will record and feed back to the product selection and operation team in a timely manner to continuously upgrade product quality and shopping experience. at the same time, we require all customers to maintain polite and respectful communication. we reserve the right to refuse service and restrict subsequent ordering rights for malicious abuse, harassment and unreasonable excessive demands.