Are Pennonia inks vegan?
Yes. We don’t use any animal products and don’t do any tests on animals.
Can I modify my order?
Yes. As long as your order hasn’t been sent out by us it’s more than likely that we can remove, add or swap out items for you.
Just let us know as soon as possible!
Can I use PayPal to pay?
Unfortunately we do not accept payments via PayPal! You can complete purchases via bank cards, specifically: MASTERCARD and VISA bank cards.
Our payment processor is : BANCA TRANSILVANIA
https://en.bancatransilvania.ro/
BANCA TRANSILVANIA S.A . is a credit institution, a Romanian legal person with its registered office in Cluj-Napoca, str. Calea Dorobantilor, nr. 30-36, Cluj, postal code 400117, phone 0264 308 028, registered with the Trade Register under no. J12/4155/1993, having the unique registration code RO 5022670.
Do I have to pay customs or taxes?
The company is registered in Romania, a member state of the European Union so you will have to pay VAT if you are also from another country of the European Union or the European Economic Area.
Non EU orders are processed VAT free. Once it reaches your country you might still be eligible to customs fees and taxes. We can’t control how other countries operate so please contact your country’s customs office for more information.
Do you offer free shipping?
Yes.
Shipping is free to EU/UK/US/CA on orders above 200 €.
Do you offer refunds?
Yes. We offer a full refund for items that are sent back to us in their original condition at latest 15 days after you have received them.
We’ll take back pens that have been inked. We’ll give them a proper cleaning and verify everything before we put them back on sale.
Upon discretion we may offer partial refunds if you are responsible for any damage or if there was any use which reduces the value of the item in question.
There are some products that are exempt from this rule:
- goods made to order or clearly personalized
- opened inks, ink samples, ink additives
- notebooks that have writing in them or torn pages
- pens or other products that have been modified in any way
Please contact us at contact@pennonia.eu and we’ll work things out.
In your e-mail include the following information:
- Your name
- Order number AND invoice number
- Whether the items are used or not
How and / or where can I get a coupon?
Coupons are usually handed out in case of refunds or special promotions. However since you are already here, please use this one to get a one time 10% off your next purchase: WELOVEINKS
How can I pay for my order?
We accept bank card payments and bank transfers.
Please note that we do not ship out orders until we receive the full payment from you.
How can I track my order?
You will receive the tracking number for your package in an e-mail usually with a direct link to your package.
Tracking pages for our couriers:
For the rest of the world we use DHL Express Airmail: https://www.dhl.com/en/express/tracking.html
For Hungary we use DPD: https://tracking.dpd.ro/?shipmentNumber=&language=en
For Romania we use FAN Courier: https://www.fancourier.ro/
How much does shipping cost?
We ship worldwide to supported and unsanctioned countries using DHL Express
Shipping is automatically calculated based on your delivery address. You can verify the exact shipping rates by either registering an account and updating your delivery address or by clicking on “Change address” when in the shopping cart. In the later case, no account is necessary.
If there is no shipping address set, the estimated cost will be displayed, which is 35 € (including VAT 19%).
Hungary and Romania
In the case of Hungary and Romania we also offer the following:
Hungary: DPD Express Regional
Romania: FAN Courier
I didn’t get what I ordered or something missing!
Our most sincere apologies!
Sometimes things might get mixed up. Just let us know if it does and we’ll ship the correct items to you for free. We might ask you to send back the product in which case we kindly ask of you to repackage the item and hand it over to the courier when they go for the pick-up!
I have a company, can you provide VAT free EU invoices?
Yes. VAT IDs are automatically checked by the website using the VIES system.
Please note that in certain times of the day (nights), the VIES system is not available in all EU countries, therefore you won’t be able to check out VAT free only at a later time.
My order arrived but the items are damaged!
We are sorry for any heartbreak and inconvenience caused!
We usually pack the product well but the package may become damaged during shipping. Please contact us here and we will work something out.
If you see the package is damaged upon receiving it please take photos of the box before opening it as we are in constant contact with DHL and it will help us recuperate some of the costs of the damaged goods.
When do you ship my order?
It usually takes us around 3-5 business days to ship your package if everything you ordered is in stock. Fountain pen inks and any additives are created on demand and this might extend fulfillment time. Rest assured that we are working on it!
Please note that we do not ship out orders until we receive the full payment from you.
Things might take longer if we have to backorder items from our suppliers. If that’s the case, we will let you know!
When will my order arrive?
It usually takes a week for intercontinental orders to arrive but unforeseen circumstances may lengthen the time needed. The most common problem we have is with customs keeping packages for days until they verify if any taxes are owed.
Within Europe and USA, delivery should be 2-3 days with DHL Express Airmail.
In any case we’ll provide a tracking number for your package so you can know exactly where it is.
Which countries do you ship to?
We ship to locations that are supported by the Romanian subsidiary of DHL. We do not offer delivery to sanctioned countries.
Please note that under certain conditions out of our power we might not be able to send the package to you. If that is the case and payment has already been made, we will refund your purchase and will have to regrettably cancel the order.