FREQUENTLY ASKED QUESTIONS

How long do I have a guarantee on my items?

Here we refer you in detail to the manufacturer's guarantee, but in principle we can state the following guarantee periods from the date of purchase: Wancher Pen: 1 year warranty Lamy: 2 year warranty Graf von Faber-Castell: 2 year warranty Visconti: 2 year warranty Pelican: 3 year warranty Otto Hutt: 10 year warranty Pilot Namiki: Lifetime Warranty Excluded from this are self-caused damage and defects.
Who do I contact to make my warranty claims?

Please contact us to assert your warranty claims. We decide on a case-by-case basis how to handle the warranty case and approach the manufacturer. It may not be necessary to send in the entire writing instrument, or we can send you a replacement part so that you can use your writing instrument again as quickly as possible and it is not necessary to send it back in its entirety.
Where can I find reviews about missing-pen?

You can get the best picture of us in our eBay shop. There you will find our 100% positive rating with 27,000 sales (as of 02/2022).
I would like to give a feedback, where can I do that?

You are welcome to leave us a Google review or write to us directly, we welcome any kind of feedback. Because only your positive and negative criticism will help us to become even better in the future. Satisfied customers are our claim and also make us happy.
Will I get a notification when my order has been shipped?

Yes, of course you will receive a notification including a tracking number.
By when do I have to order for my package to be shipped the same day?

We do our best every day to hand your order over to the shipping service provider on time. Normally we ship packages on the same day if the order arrives by 2 p.m. (German time). In individual cases, this can also apply to later orders. However, for organizational reasons, it is very rare for your package to leave our warehouse the next day.
With which shipping service will my order be shipped?

We ship your package with Deutsche Post or UPS. So we can offer two parcel services with different advantages. Would you prefer FedEx or DHL Express? Please contact us and we will find a solution.
Do you also deliver to my country?

Yes, we deliver worldwide and are proud to have already delivered to 112 out of 195 countries in the world. There are only a few exceptions such as North Korea, war and crisis areas.
I want to add something to my order, is that still possible?

As long as your previously placed order has not yet left our shop, we will be happy to add something to it. There are usually no additional shipping costs, but that depends on what else is in the package.
When will my order be shipped without shipping costs?

In Germany we ship free of charge from an order value of 50 EUR. Otherwise, worldwide free shipping is guaranteed from 250 EUR.
How long do I have to wait for my order?

As a rule, your order will be delivered with UPS within 1-5 days. The Deutsche Post needs a little more time and we give the delivery time as 2-10 days. However, this is no guarantee, especially during the pandemic, the terms are significantly longer. We have no influence on this and ask for your understanding.
Why can't I choose between UPS and Deutsche Post in the shopping cart, even though both shipping service providers are used?

At this point we have made a pre-selection and only ship to selected countries using a service provider. This is based on our many years of international experience and the constantly changing regulations. Feel free to contact us if you have any further questions!
Where can I track my package?

You can track your Deutsche Post parcel here: https://www.deutschepost.de/sendung/simpleQuery.html Und hier Ihr UPS Paket: https://www.ups.com/track?loc=de_DE&requester=ST/
Which shipping service provider is better, UPS or Deutsche Post?

We enjoy working with both of them and can only give positive feedback. For almost all shipments, you choose UPS, which is significantly faster and therefore more expensive. Deutsche Post, on the other hand, is cheaper, so delivery is later. For the continents of Asia and South America we recommend Deutsche Post. for North America we recommend UPS. For European countries, both are considered very reliable.
Is my shipment insured?

Of course, your order is insured and you have no risk!
Will there be any additional customs duties or taxes?

We do not add any fees to the packages. However, there may be country-specific fees when importing your package. Please find out in your country what fees you have to expect when importing. Since we deliver worldwide, the fees are individual and we cannot give a general answer to this question. However, we look forward to your questions here as well and can pass on empirical values for a number of countries.
Do I incur any costs for the return?

Yes, in principle the buyer bears the return costs. We also reserve the right to withhold part of the amount if the item is not returned in perfect condition. If the item is returned for other reasons, possibly because it was damaged in transit or because of other defects, we will pay for the return costs and send you a label with which you can send the item back to us free of charge.
How can I return my item?

In any case, please contact us beforehand. We are interested in understanding our customers' problems and finding good solutions for both sides. Address for returns: Rolf Thiel e.K. / missing-pen Dr.-Haußner-Straße 15 67435 Neustadt an der Weinstraße Germany
I want to return my item, is that possible?

Yes, of course. We offer a 30-day return policy on all goods. Of course, we expect the item to be returned in the same condition in which it was sent.
When and how do I get my money back?

We will check your return immediately after we have received it. If we have no complaints, we will immediately write you back the amount using the payment method you have chosen.
Does my pen come with a converter or refill?

With most fountain pens, a converter is included in the purchase price. Please look at the pictures and the product description. If anything is unclear, please contact us. If you buy a ballpoint pen, rollerball pen or pencil from us, there is always a new refill in it. In the Ink / Refills area you will find the necessary accessories for your screaming device. If you are unsure whether and what fits, please do not hesitate to contact us!
Can I use any ink for my fountain pen?

In principle, you can use any ink. There is such a variety of inks that it is almost impossible to know everyone. We only offer a small selection, according to the motto: "small but nice". So you can choose a great ink for your new writing instrument and then lose yourself in the world of ink. In general, it is important to follow the manufacturer's instructions.
How do I change the nib on my writing instrument?

The change is at your own risk. We recommend that you go to a local expert. All nibs & nib sections that we sell are very easy to assemble and disassemble. If you have any questions about your specific model, we will be happy to help. Please use the contact form, the live chat or simply send us a message via WhatsApp (+49 15678 434251).
I only know missing-pen from eBay and would like to order an item from eBay directly from you, is that possible?

Of course you can, here we can even give you a 10% discount because we don't have to pay the eBay fees. This discount does not apply to new items. Contact us and name the eBay item number if possible so that there are no misunderstandings.
Can I have my pen engraved directly with you?

No, we generally do not offer an engraving service. However, it is possible, depending on the manufacturer, to have the engraving carried out directly there. We would be happy to clarify that for you!
Can I have my writing instrument repaired by you?

If you bought your writing instrument from us, we will be happy to help you! In principle, we do not offer repairs, but we would be happy to put you in touch with the right colleagues. On request we offer nib smoothing work.
I would like to order a writing implement, a replacement nib, a case or other accessories from missing-pen, but I can't find them on the homepage?

In this case you are welcome to contact us, simply contact us via the contact form, the chat function or via WhatsApp (+49 15678 434251). In principle, we can supply all writing implements and accessories for the brands we carry. Unfortunately, it is currently not possible for us to show the full range of manufacturers on our homepage. We will also be happy to get you other brands that are not listed. We are well connected in the writing instrument industry and if we cannot help you directly, we will be happy to refer you to one of our colleagues.
Why can't I find all eBay items on the website store?

There are two reasons for this. On the one hand, our homepage has only been available since September 2021 and we are working on expanding the product range every day. On the other hand, here you will find a selection of our eBay items made for you.
I'm in the area at the moment and would like to try out a pen from you or pick up my order directly, is that possible?

We are only present online and unfortunately cannot hold any appointments on site due to our capacities.
Why do I sometimes find different prices for one and the same item on eBay and on the homepage?

The price differences are related to the fees on the two platforms and should be minimal. Please contact us if there are any inconsistencies.
Which brands do you carry?

In the shop you will find a mix of selected new and old goods from these manufacturers: Pelikan, Elysee, Parker, Lamy, Rotring, Otto Hutt, Graf von Faber-Castell, Platinum, Montblanc, Namiki, Iroshizuku, Sheaffer, Rhodia, Visconti, Waterman and Kaweco. We are working on further expanding our range of brands. We can already offer you other items from these manufacturers on request without any problems. The same applies here: "It's free to ask questions", we're happy to help you.
What does "Found in an old pen store" mean, is the writing instrument new or used?

These are writing implements that we were able to acquire from store liquidations. There are often articles that are no longer produced by the manufacturers. Fountain pens that were in the shop window and therefore often no longer have their original packaging. So you can say that the writing instrument is absolutely new. If there are any defects, we will point them out explicitly in the form of pictures as well as in the product description.
Do I have to expect different fees for the different payment methods?

No, the final amount in the shopping cart remains the same, no matter which payment method you choose. At this point we refer to your personal conditions with the payment service providers.
What are my payment options?

With us you can pay with Klarna, Apple Pay, PayPal Giro Pay, debit card (Electron & Maestro), credit card (Visa, Mastercard, Amex, China Union Pay, JCB, Diners, Cartes Bancaires, Discover). We always work to be up to date and offer you as many options as possible.
Why do I see a different amount in the shopping cart than on the item page?

In our online shop, all prices are displayed without VAT and shipping costs. There are different VAT rates (e.g. 19% for Germany & 20% for France). Since we have customers from all over the world, there are different levels of taxes that we have to pay. This is the reason why the final amount can only be displayed in the shopping cart and after specifying the destination country. We do not have a higher profit as a result, but have to pay the listed tax accordingly.

How long do I have a guarantee on my items?

Here we refer you in detail to the manufacturer's guarantee, but in principle we can state the following guarantee periods from the date of purchase: Wancher Pen: 1 year warranty Lamy: 2 year warranty Graf von Faber-Castell: 2 year warranty Visconti: 2 year warranty Pelican: 3 year warranty Otto Hutt: 10 year warranty Pilot Namiki: Lifetime Warranty Excluded from this are self-caused damage and defects.
Who do I contact to make my warranty claims?

Please contact us to assert your warranty claims. We decide on a case-by-case basis how to handle the warranty case and approach the manufacturer. It may not be necessary to send in the entire writing instrument, or we can send you a replacement part so that you can use your writing instrument again as quickly as possible and it is not necessary to send it back in its entirety.
Where can I find reviews about missing-pen?

You can get the best picture of us in our eBay shop. There you will find our 100% positive rating with 27,000 sales (as of 02/2022).
I would like to give a feedback, where can I do that?

You are welcome to leave us a Google review or write to us directly, we welcome any kind of feedback. Because only your positive and negative criticism will help us to become even better in the future. Satisfied customers are our claim and also make us happy.
Will I get a notification when my order has been shipped?

Yes, of course you will receive a notification including a tracking number.
By when do I have to order for my package to be shipped the same day?

We do our best every day to hand your order over to the shipping service provider on time. Normally we ship packages on the same day if the order arrives by 2 p.m. (German time). In individual cases, this can also apply to later orders. However, for organizational reasons, it is very rare for your package to leave our warehouse the next day.
With which shipping service will my order be shipped?

We ship your package with Deutsche Post or UPS. So we can offer two parcel services with different advantages. Would you prefer FedEx or DHL Express? Please contact us and we will find a solution.
Do you also deliver to my country?

Yes, we deliver worldwide and are proud to have already delivered to 112 out of 195 countries in the world. There are only a few exceptions such as North Korea, war and crisis areas.
I want to add something to my order, is that still possible?

As long as your previously placed order has not yet left our shop, we will be happy to add something to it. There are usually no additional shipping costs, but that depends on what else is in the package.
When will my order be shipped without shipping costs?

In Germany we ship free of charge from an order value of 50 EUR. Otherwise, worldwide free shipping is guaranteed from 250 EUR.
How long do I have to wait for my order?

As a rule, your order will be delivered with UPS within 1-5 days. The Deutsche Post needs a little more time and we give the delivery time as 2-10 days. However, this is no guarantee, especially during the pandemic, the terms are significantly longer. We have no influence on this and ask for your understanding.
Why can't I choose between UPS and Deutsche Post in the shopping cart, even though both shipping service providers are used?

At this point we have made a pre-selection and only ship to selected countries using a service provider. This is based on our many years of international experience and the constantly changing regulations. Feel free to contact us if you have any further questions!
Where can I track my package?

You can track your Deutsche Post parcel here: https://www.deutschepost.de/sendung/simpleQuery.html Und hier Ihr UPS Paket: https://www.ups.com/track?loc=de_DE&requester=ST/
Which shipping service provider is better, UPS or Deutsche Post?

We enjoy working with both of them and can only give positive feedback. For almost all shipments, you choose UPS, which is significantly faster and therefore more expensive. Deutsche Post, on the other hand, is cheaper, so delivery is later. For the continents of Asia and South America we recommend Deutsche Post. for North America we recommend UPS. For European countries, both are considered very reliable.
Is my shipment insured?

Of course, your order is insured and you have no risk!
Will there be any additional customs duties or taxes?

We do not add any fees to the packages. However, there may be country-specific fees when importing your package. Please find out in your country what fees you have to expect when importing. Since we deliver worldwide, the fees are individual and we cannot give a general answer to this question. However, we look forward to your questions here as well and can pass on empirical values for a number of countries.
Do I incur any costs for the return?

Yes, in principle the buyer bears the return costs. We also reserve the right to withhold part of the amount if the item is not returned in perfect condition. If the item is returned for other reasons, possibly because it was damaged in transit or because of other defects, we will pay for the return costs and send you a label with which you can send the item back to us free of charge.
How can I return my item?

In any case, please contact us beforehand. We are interested in understanding our customers' problems and finding good solutions for both sides. Address for returns: Rolf Thiel e.K. / missing-pen Dr.-Haußner-Straße 15 67435 Neustadt an der Weinstraße Germany
I want to return my item, is that possible?

Yes, of course. We offer a 30-day return policy on all goods. Of course, we expect the item to be returned in the same condition in which it was sent.
When and how do I get my money back?

We will check your return immediately after we have received it. If we have no complaints, we will immediately write you back the amount using the payment method you have chosen.
Does my pen come with a converter or refill?

With most fountain pens, a converter is included in the purchase price. Please look at the pictures and the product description. If anything is unclear, please contact us. If you buy a ballpoint pen, rollerball pen or pencil from us, there is always a new refill in it. In the Ink / Refills area you will find the necessary accessories for your screaming device. If you are unsure whether and what fits, please do not hesitate to contact us!
Can I use any ink for my fountain pen?

In principle, you can use any ink. There is such a variety of inks that it is almost impossible to know everyone. We only offer a small selection, according to the motto: "small but nice". So you can choose a great ink for your new writing instrument and then lose yourself in the world of ink. In general, it is important to follow the manufacturer's instructions.
How do I change the nib on my writing instrument?

The change is at your own risk. We recommend that you go to a local expert. All nibs & nib sections that we sell are very easy to assemble and disassemble. If you have any questions about your specific model, we will be happy to help. Please use the contact form, the live chat or simply send us a message via WhatsApp (+49 15678 434251).
I only know missing-pen from eBay and would like to order an item from eBay directly from you, is that possible?

Of course you can, here we can even give you a 10% discount because we don't have to pay the eBay fees. This discount does not apply to new items. Contact us and name the eBay item number if possible so that there are no misunderstandings.
Can I have my pen engraved directly with you?

No, we generally do not offer an engraving service. However, it is possible, depending on the manufacturer, to have the engraving carried out directly there. We would be happy to clarify that for you!
Can I have my writing instrument repaired by you?

If you bought your writing instrument from us, we will be happy to help you! In principle, we do not offer repairs, but we would be happy to put you in touch with the right colleagues. On request we offer nib smoothing work.
I would like to order a writing implement, a replacement nib, a case or other accessories from missing-pen, but I can't find them on the homepage?

In this case you are welcome to contact us, simply contact us via the contact form, the chat function or via WhatsApp (+49 15678 434251). In principle, we can supply all writing implements and accessories for the brands we carry. Unfortunately, it is currently not possible for us to show the full range of manufacturers on our homepage. We will also be happy to get you other brands that are not listed. We are well connected in the writing instrument industry and if we cannot help you directly, we will be happy to refer you to one of our colleagues.
Why can't I find all eBay items on the website store?

There are two reasons for this. On the one hand, our homepage has only been available since September 2021 and we are working on expanding the product range every day. On the other hand, here you will find a selection of our eBay items made for you.
I'm in the area at the moment and would like to try out a pen from you or pick up my order directly, is that possible?

We are only present online and unfortunately cannot hold any appointments on site due to our capacities.
Why do I sometimes find different prices for one and the same item on eBay and on the homepage?

The price differences are related to the fees on the two platforms and should be minimal. Please contact us if there are any inconsistencies.
Which brands do you carry?

In the shop you will find a mix of selected new and old goods from these manufacturers: Pelikan, Elysee, Parker, Lamy, Rotring, Otto Hutt, Graf von Faber-Castell, Platinum, Montblanc, Namiki, Iroshizuku, Sheaffer, Rhodia, Visconti, Waterman and Kaweco. We are working on further expanding our range of brands. We can already offer you other items from these manufacturers on request without any problems. The same applies here: "It's free to ask questions", we're happy to help you.
What does "Found in an old pen store" mean, is the writing instrument new or used?

These are writing implements that we were able to acquire from store liquidations. There are often articles that are no longer produced by the manufacturers. Fountain pens that were in the shop window and therefore often no longer have their original packaging. So you can say that the writing instrument is absolutely new. If there are any defects, we will point them out explicitly in the form of pictures as well as in the product description.
Do I have to expect different fees for the different payment methods?

No, the final amount in the shopping cart remains the same, no matter which payment method you choose. At this point we refer to your personal conditions with the payment service providers.
What are my payment options?

With us you can pay with Klarna, Apple Pay, PayPal Giro Pay, debit card (Electron & Maestro), credit card (Visa, Mastercard, Amex, China Union Pay, JCB, Diners, Cartes Bancaires, Discover). We always work to be up to date and offer you as many options as possible.
Why do I see a different amount in the shopping cart than on the item page?

In our online shop, all prices are displayed without VAT and shipping costs. There are different VAT rates (e.g. 19% for Germany & 20% for France). Since we have customers from all over the world, there are different levels of taxes that we have to pay. This is the reason why the final amount can only be displayed in the shopping cart and after specifying the destination country. We do not have a higher profit as a result, but have to pay the listed tax accordingly.

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FREQUENTLY ASKED QUESTIONS