Terms & Conditions
Your order for goods is accepted and a contract is formed between Santini Italia and you when we dispatch the goods you have ordered and not before. A contract is not formed at the point in time that payment has been taken from you by Santini Italia, not at the point in time that you receive an email from Santini Italia acknowledging receipt of your order. Until the goods are dispatched the order may not be accepted by Santini Italia, or may be cancelled by you.
Exceptions apply to orders for personalised items and goods made to your order which cannot be cancelled by you once you have received an email confirmation that your order has been received, as such items and goods may already be in production as a result of your order. For a full list of exceptions to items you can return please see under the heading EXCEPTIONS TO THE RETURNS POLICY.
All payment transactions are in EUR and are not inclusive of VAT.
No VAT surcharge will be requested at checkout for EU members, this is a temporary promotion and is valid until 31st December 2023 (the promotion can be extended by Santini Italia) The promotion of "VAT" is not valid for single nib units.
Local taxes and import duties may be required upon delivery for those orders destined outside the European Union.
Please check that all details and shipping/invoicing addresses are correct before submitting the order. In case there are errors please let us know as soon as possible at email@example.com
ALL PICTURES SHOWN ON THE WEBSITE ARE FOR ILLUSTRATION PURPOSE ONLY. ACTUAL PRODUCT MAY VARY DUE TO PRODUCT ENHANCEMENT.
To make your shopping fast and easy, you do not need to create an account. Add the items to the bag and proceed with checkout. Fill the request form with necessary shipping information and go to the payment. Press the bottom BUY NOW, you will be directed to Paypal or credit card system to complete the payment. If you want to make the payment by Bank Transfer, we will send you our banking specifications once the order is placed.
When your order is complete, you will receive an e-mail. As soon as your order has been dispatched, you will get the tracking information. If you need a help, please contact our customer service or use live chat.
Please note if you have a problem to complete the Payment through PayPal by PayPal error, we will send you a direct payment request by PayPal. If you have questions please don't hesitate to contact us via email or Live Chat.
LIVE CHAT is available from 9 am to 9 pm (local Italian time). It may not be available on holidays. You can send us an e-mail, we will answer you as soon as possible.
Nib exchange. If within 14 days of purchase, you realise that the nib of your fountain pen is not entirely suited to your writing style, we offer you the complimentary benefit of exchanging it for any nib of the same value, provided it is undamaged and in excellent condition.
The nib can not be exchanged if it was made in custom size like Right Oblique, Fine Cursive Italic, B Oblique or other special sizes made by request.
Under Consumer Regulations you have the right to cancel your order as long as you do so no later than 14 days after the day on which you receive the goods or service. Please be aware that your right to cancel does not apply to certain goods that we sell, for example, items made or customised to your order, personalised goods, special color requests etc.. You must inform us of your wish to cancel in writing by email within a period of 14 days beginning on the day after the day you receive your goods. You must take reasonable care of the goods and not use them. You should return goods to us in their original packaging, wherever possible, within 14 days of informing us of your wish to cancel. If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage. See the RETURNS section for details of how to return goods to us.
We accept PayPal method of payment, Credit Cards and Bank Transfer.
PayPal allows you to make payments using a variety of methods including PayPal balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance. For more information or how to create a Paypal account, please visit www.paypal.com
If you want to make a payment by Bank Transfer, we will send you our banking specifications.
Dispatch time on regular production.
All writing instruments, fountain pens, and roller balls of regular production are in stock and will be dispatched within 5 working days unless the longer dispatch time is specified on the home page or in order. If for some reason, we have limited stock on sale and the purchased item is currently not available, you will be contacted by e-mail or telephone to resolve the problem. It will be your choice to wait, to choose another item, or to cancel your order.
Please allow extra days for delivery during Italian or European national holidays, weekends, and sale time.
Dispatch time on Limited Edition pens.
Our Limited Edition pens need many hours of work and for the moment will be ordered just by custom request, unless it is specified on the website the availability of the pen (IN STOCK).
dispatch time if in stock: 5-12 working days
dispatch time out of stock: 20-30 working days
Special Limited Edition pens: 30/35 working days
When you order a Limited Edition pen, you can choose an available serial number on request.
Please contact our customer service for the availability and information.
We offer FREE world wide shipping by DHL for all fountain pens (exclude single nib units) to the following countries:
USA, CANADA, EUROPEAN UNION, UNITED KINGDOM, SWITZERLAND, NORWAY, HONG KONG.
Shipping cost to the other countries: 30 Euros
Shipping cost of single nib units worldwide: 30 Euros
(for information - www.DHL.com )
We ship from Monday to Friday, except national and European Holidays.
Europe delivery with DHL, UPS, TNT courier within 5 working days.
Please allow extra days for delivery during Italian or European national holidays, weekends and sale time.
Please be aware the courier is unable to deliver to some remote locations outside their service area. If this is the case courier will contact you to collect your parcel from your nearest collection point.
We’re sorry, shipping to an alternative address other than the order registered address is not possible. This includes PO Box or an address in another country.
Please be aware that if you place multiple orders close to each other, they may be packed together to ensure you receive the goods as quickly as possible.
All our USA Customers will receive orders within 2-5 working days after the shipping. We offer free express delivery to USA / Canada with DHL.
Local duties and taxes are not included in the price of the goods you purchase online and they will be calculated by your local custom with delivery of goods.
International delivery outside EU
International orders outside of EU will be delivered by DHL/UPS within 5-10 working days.
International shipments outside of the EU will be subject to local customs regulations and duty and tax charges. These duties and taxes are calculated based on both the type and the value of the item being shipped.
Duties and taxes are not included in the price of the goods you purchase online and they will be calculated by your local custom with delivery of goods.
From 1st January 2021, the United Kingdom is no longer part of the EU. If you are buying from the UK you may have to pay customs duty and tax when you receive your order.
Our priority is customer satisfaction. We are conscientious about our descriptions and always strive for accuracy, but the possibility that an error might occur cannot be excluded. So if on receipt of an item the customer feels our description was not fair and accurate, or for some other reasons you can return the goods to us.
We accept returns within 14 days as long as the item is returned in the original condition including all packaging, documentation etc. Please do not rip or write on the item's branded packaging. We inspect all returned items for authenticity and condition. All refunds are based on final inspection.
Buyer pays any return shipping cost. Please use a trackable shipping method.
Reimbursement will take place after we get the goods back.
TO START THE PROCESS FOR RETURNING ITEMS, PLEASE REACH OUT TO CUSTOMER SERVICE.
DO NOT RETURN ITEMS OR ORDERS TO COMPANY ADDRESS WITHOUT GOING THROUGH CUSTOMER SERVICE FIRST.
-contact our customer service
-fill the return form request sent by customer service
-ship the item by registered mail
-the rejected goods reach us within 21 days of the date of receipt by the customer
-most importantly, the goods reach us in the same condition as when dispatched.
Please be aware that the return will not be accepted if:
· pen was inked
· pen was used
· pen was damaged
· pen was disassembled
· missing box, documents or pen parts
· broken piston filling
We inspect all returned items for authenticity and condition. All refunds are based on final inspection.
Damaged or used items will not be accepted and send back to the buyer.
• The return can not be accepted if customer refuse pay local custom taxes and duties.
EXCEPTIONS TO THE RETURNS POLICY.
Situations where an item or items MAY NOT be returned or refunded for any reason except where applicable by law.
• Made to Order Products.
• Items that have been used.
• Items that have been damaged or are not in their original condition.
• Any Item that has missing parts or has been played with
• Any Item returned more than 14 days from the time the items were received by the customer.
• Any items that we not purchased from the Santini Italia Online Store.
All sales are final on Limited Edition, Timed Edition or Exclusive Products that are made to order. Your purchase of these items reserve your specific item and cannot be refunded or returned after the order is placed.
These items can include:
• Limited Production Pens
• Personalised products
• Promotional Items
If you ordered a wrong color or size fountain pen, we are happy to exchange it. Please contact our Customer Service.
You can return a product ordered in error under our Return Policy guidelines. Please take care ordering products from Santini Italia.
In case you ordered the wrong nib size or it simply does not match to your handwriting, we offer a free exchange on nib sizes. You have 14 days to decide after receiving the order. Please note that the nib has to be returned in a perfect condition, not damaged. Please contact our Customer assistance for the information and instructions how to proceed.
DAMAGED OR DEFECTIVE ITEMS.
If you've received a product that was damaged in shipping or defective. Please reach out to Customer Service. We will provide you with instructions on how to receive a replacement.
RETURNING LIMITED EDITION & COLLECTOR'S EDITION ITEMS.
Limited Edition items are produced in limited quantities. Santini Italia, reserves a very small percentage of limited items for customers who might potentially receive damaged goods. We will make all possible considerations to address issues that arise from Limited-Edition items that arrive damaged to customers. However, if our supply of replacements is exhausted we will offer the customer a refund of the items purchase price. These cases fall under our standard return policy.
Refunds can only be made to the original purchase method provided at time of checkout.
If we are unable to process a refund to your original payment method we can offer store credit via a gift card.
Refunds CANNOT be made to alternative payment methods, new cards or accounts. Please contact your payment process or bank for information about how to receive refunds from online purchases made from cards or accounts that are no longer active or valid.
How long does it take for me to receive a refund?
It may take 4-5 business days for your return to reach us, up to 20 days for International buyers. Once it is received and inspected, your refund will be processed and automatically applied to your Paypal or credit card account. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to be posted to your account.