Frequently Asked Questions

FAQ

  • How Do I Become a Member of The Pen Family?

    When you purchase your first Armando Simoni Club, Bexley, Conway Stewart or Molteni pen, you automatically become a member of the The Pen Family.


    With each purchase of an ASC, Bexley, Conway Stewart or Molteni pen, you will receive a membership card. Head to the top of our website where it says Activate Your Warranty. Enter all your information, and that’s it!


    You will get significant benefits, such as: special offers for purchases through our online store, private events sales before pens are available to the general public, reserving a series number, free shipping to addresses in the USA, and much more.

  • How Do I Care for My Pen?

    Fountain Pen Cleaning

    • The nib of the pen and the converter must be thoroughly cleaned before changing ink color.
    • Empty the barrel of ink by refilling and expelling the piston-filler several times with room temperature or cool water. (Never use warm or hot water or any chemicals.) Repeat until the expelled water is almost clear.
    • Wipe thoroughly.
    • The pen is ready for use.

    Periodic Service: It is a good practice to empty the pen of ink and flush the filling system with cool water once a month or when you are changing ink colors.

    Preparation for storage: If you will not be using your pen for an extended period, following the cleaning instructions and let dry completely uncapped before recapping and storing. Make sure you keep your pen away from sunlight when you are storing it, as it may damage the material over time.

  • How Do I Shop/ Place an Order Online?

    All products with the “Add to Bag” shown can be purchased online. Once you have made your selection, click on “Add to Bag” to add the item to your shopping bag. After making your selection, click on “Proceed to Checkout” in your shopping bag. You will then be guided through the remaining purchase process. To place an order, you can create an account or log into your existing account, unless you have selected the “Checkout as Guest” option.
  • How Will I Know My Order Has Been Placed

    Once your order has been submitted, you will receive an order number and email confirming receipt of your order. Please check your Spam folder if you do not receive this email in your Inbox.
  • Can I Change An Order Once It Has Been Placed?

    In order to request a change to an existing order please contact The Pen Family Online Shop as quickly as possible via email to customerservice@thepenfamily.com. Our hours are 9:00am to 5:00pm Mondays to Fridays.
  • When Will I Be Charged For My Order?

    Your debit/ credit card or other payment method will be charged once your order has been placed. Some orders placed will dispatched once the pen has left the atelier (workshop). Customer support will be in touch with you as time approaches for your delivery.
  • Is Shopping Online With You Secure?

    We want you to feel confident about using ThePenFamily.com and we are committed to protecting the personal information we collect. We limit access to personal information about you to employees who reasonably need access to it in order to provide products or services to you. We have appropriate technical and organisational, physical, electronic, and procedural safeguards in place to protect the personal information that you provide to us from unauthorised or unlawful processing and to prevent accidental loss, damage or destruction.
  • May I Change The Payment Method After Placing My Order?

    It is not possible to change the payment method after making an order.
  • How Long Will It Take to Receive My Order?

    We use USPS to ship your ordered items within the USA and use DHL Express for worldwide shipping. For Members, USA shipping is free of charge and takes about 3-5 working days. For orders outside of the USA, shipping will be about 3-6 working days, depending on the country.

    If you have any questions, please contact our Customer Service team by Email.
  • May I Cancel, Return, Or Exchange My Purchase?

    You can exchange The Pen Family products purchased on the website within thirty (30) days following the day on which The Pen Family sends a Confirmation of Order and ships the product.


    To do this we need to organise a USPS / DHL return label to send to you. As soon as the product has arrived back to us, and gone through a quality check, we will exchange the product for another one of your liking and a refund or additional charge to cover the any difference will be applied to your credit card.


    You can always email The Pen Family Online Shop at customerservice@thepenfamily.com. We will get back to you as quickly as we can 9:00am to 5:00pm, Mondays to Fridays.

  • Do I Pay Return Shipping Costs?

    USA: The Pen Family will arrange for a free USPS print label for any returns. You must ensure that it is correctly addressed and packaged sufficiently and that it is returned safely to our address and not damaged or lost during transportation. You can find all information on the return process here.
  • Where Can I Have Your Products Serviced/ Repaired?

    The Pen Family products must be serviced by us. Please contact customerservice@thepenfamily.com for further information.
  • What About Warranty?

    Our Promise: any defects covered under warranty and their related shipping costs, will be handled by The Pen Family.


    Any problems due to wrong use or damage not covered by the factory warranty will be charged to the customer. This includes spare parts, labor and shipping.


    In certain rare cases where the pen cannot be repaired:

    • If the pen is under warranty, The Pen Family Online Shop will give credit for future purchase or we will refund the pen in full.
    • If the pen in not under warranty, we will send the pen back or discuss with the customer on case by case basis.