Pilot - Custom Urushi Vermillion

How much is my shipping? 

We ship all of our packages outside Romania through DHL using the Express only service. Simply add the items you want into your cart to view the options, which vary based on location and weight/size of the parcel. All of our shipping methods include tracking. The shipping price is calculated when you reach the check out page and place the order, depending on the address and the weight of your products.

For packages in Romania we use the local DPD services.

I'm I going to pay taxes ?

Pen Venture is a company operating from Romania, which is part of the EU. Any orders with a shipping destination outside of EU are going to be charged a price without VAT*(*value added tax) on the Pen Venture website, depending on the country / state (USA) or regulation from the destination of the parcel, local customs agencies may add taxes like VAT or import taxes - the amount of these taxes going to be charged on the customer that is responsible for the import process. Any orders placed from EU countries will be charged the price without VAT*(*value added tax) on the Pen Venture website and added on top the VAT*(*value added tax) rate from the destination country of the parcel.

When will my order ship?

 We ship five days a week, Monday through Friday. Sometimes our mail pickup comes in early afternoon, so tracking for orders shipped later that day may not update until the following business day.

You will receive a shipment confirmation with tracking information via email when your order has shipped. You can also sign in and click the My Account link at the top of our site to track the status of your order.

When will my order arrive?

For each order, there is an estimated time of delivery calculated by DHL. It apperas after you introduce your shipping address. Delays attributed to customs process are not taken in the estimation for the delivery time.

DHL international: Usually takes 2-5 business days to arrive.

DPD : Usually takes 1-2 business days to arrive.

Oops, I gave you an incorrect shipping address!

Please email us at penventure@yahoo.com immediately if you realise that you gave us the wrong shipping address — if it hasn't shipped yet, we should be able to correct it before it goes out the door.

If your order ships and ends up being returned to us, then you are responsible for paying the cost of shipping again to resend it to you. If you decide to cancel your order instead, we'll refund you for the products less the original shipping charges. We'll reach out to you to coordinate your options before re-shipping.

If your order ships to an incorrect address that was initially mentioned or stated as shipping destination and is not retrievable, unfortunately we are not responsible and cannot offer reimbursement nor for the shipping cost nor for the items.

Refund Policy

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Returns 
Our policy lasts 15 days. If 15 days have gone by since your order was delivered, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return(refund/partial refund/exchange), your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned, goods such as : personalised goods (pen cases and others), notebooks (used), fountain pen inks (open packaging/used) and any fountain pen that was requested to be customised (nib smoothing/nib swapping/nib adjustments) prior of purchase by the customer and also fountain pens customised (nib smoothing/nib swapping/nib adjustments) by the customer after receiving them, items advertised and sold as being pre-owned through our consignment section, cannot be returned.

To complete your return, please contact Pen Venture through : email / message WhatsApp / call - we will pick up the item with our DHL services only*. Prior to shipping we want you to send us pictures documenting the present condition of the item in order to not be then damaged in shipping and to have issues related to delivery condition.

*we use only our DHL account to pick up returning inventory because our company has its licence to import sold goods only through DHL and we are not having signed agreements with other sipping services providers nor the local post office. Any items sent without notice using other shipping providers besides DHL prevents us from importing them as sold inventory and would result in us not being able to receive them.

You will be responsible for covering return shipping costs and payment fee of the payment provider (PayPal/Stripe) for the transaction.

In case that the product(s) we shipped is (are) different from what you ordered or we made other errors concerning your order, we will reimburse your return shipping cost, in the limit of the initial shipping cost (or maximum 24 eur).

Please do not send your purchase back to the manufacturer without initial communication exchanged with Pen Venture.

There are certain situations where only partial refunds are granted (if applicable). 
Any item not in its original condition (used / different condition than sold initially), is damaged or missing parts for reasons not due to our error is eligible only for a partial refund.

Any item must be returned within 15 days after delivery.

Refunds (if applicable) 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed and once we determine the agreed amount that is to be refunded a credit will automatically be applied to your credit card or original method of payment, within 30 days from us receiving the returned item.

Late or missing refunds (if applicable).
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at penventure@yahoo.com.

Exchanges (if applicable) 
We only replace items if they are defective or damaged and within our available stock. 
(We can't exchange items from limited editions if they are sold out on our website and we will offer a in store credit that you can use to exchange your item). If you need to exchange it for the same item, send us an email at penventure@yahoo.com and send your item to: Strada Ciocarliei, Nr 13 Radauti, Jud. Suceava RO 725400.

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping 
To return your product, contact Pen Venture and ask for a waybill though the shipping services providers. (Do not send items through postal services or providers of shipping services that Pen Venture are not having signed contracts for such services - this will end up in a refusal of delivery due to the customs law of Romanian imports stating the need to hire a outside customs declarant and taxes imputed to the receiving party). Contact us for further details in cases of returns/exchanges.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs for initial order are non-refundable, unless your order has missing items / wrongly sent items - due to actions of Pen Venture. When receiving the refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.