Question 1

Do you sell original products?

Accepted Answer

Of course! Anything else would be illegal. We buy our goods from German Montblanc retailers. Therefore, you will always receive new goods from current production periods and in the same 1A quality that all reputable dealers offer.

Question 2

How can I be sure that it is original?

Accepted Answer

Every current Montblanc writing instrument and most collector's items have an individual serial number. This can usually be found engraved in the clip or clip ring. You can also use this number to obtain proof from Montblanc that it is an original.

Question 3

Can I be sure that it is new?

Accepted Answer

Yes, we only sell new items. Items that are still active in the Montblanc program are always new and unused. Collector's items and limited editions are always in unused and collector-worthy condition, unless otherwise stated in the description.

Question 4

What do I do if something is not right?

Accepted Answer

Our foundation is 100% customer satisfaction. This is also reflected in our customer reviews on Google and eBay. Therefore, we do everything possible to ensure your shopping experience is positive. Despite all our care, mistakes can happen.

We are here for you! Call us at +49 (0)7563 5195288 or send us a message via the contact form.

Question 5

Is the product in its original packaging?

Accepted Answer

Yes! Unless otherwise stated in the description or shown in the image, the Montblanc item comes in its original packaging. This does not apply to items from the outlet/sale section, which are clearly marked as SALE in the description.

Question 6

What does the original packaging contain?

Accepted Answer

We deliver the goods as they are delivered by Montblanc. Most writing instruments come in the standardized Montblanc OVP with box, service guide and outer carton. The last picture usually shows the corresponding OVP. In the case of special editions with different packaging, this is also included and usually also shown. If something else is the case (mainly with “older” collector's items), this will be clearly communicated in the description and on the pictures.

Question 7

Are the writing instruments already delivered with mine?

Accepted Answer

Yes, all Montblanc writing instruments (except fountain pens) are supplied with a refill already fitted. In the case of ballpoint pens, rollerballs and fineliners, this is usually a black refill that is already fitted or supplied from the factory. Pencils are supplied with leads and an eraser (where provided).

Question 8

What is the situation with fountain pens?

Accepted Answer

Fountain pens are generally supplied without ink. Exceptions are various cartridge fountain pens, which have a full cartridge inside behind the empty demonstration cartridge.

Question 9

Does the penfabrik also sell ink, refills or other refills?

Accepted Answer

Unfortunately, we do not sell ink or other refills. You can easily order these via the official Montblanc homepage.

Question 10

What about the warranty?

Accepted Answer

You receive the statutory warranty of 2 years on all items. As we are an independent dealer, we do not stamp the last page of the service guide. As a rule, you will receive a separate in-house warranty card enclosed. If the shipment is made from an external warehouse and/or the warranty card is not enclosed, your invoice is absolutely sufficient as proof. We do not usually request the warranty card as we can see exactly when you purchased the item.

Question 11

What do I do if a defect occurs?

Accepted Answer

Statistically speaking, the risk that your Montblanc experiences a defect is very low. With us, the rate is about 0.5%. If a defect occurs within the first 2 years, we, as an independent retailer, are committed to matching the manufacturer's efforts. You must contact us first, as we handle the repair process. Just give us a call or use the contact form.

Question 12

How long does a repair take?

Accepted Answer

That depends on the defect. We can usually rectify the defect directly on site. The processing time is then 1 - 2 weeks. If the fault cannot be rectified by us, the writing instrument will be sent to the Montblanc service center. You will then have to be prepared for a longer waiting time. As the processing times there vary greatly, we are unable to provide any precise details.

Question 13

What if my Montblanc has a problem after 2 years?

Accepted Answer

After the first 2 years, you can contact Montblanc directly to have the item repaired. Montblanc offers various service flat rates, depending on the series and defect.

Question 14

What does the suffix “NOS” mean for the condition?

Accepted Answer

NOS means New Old Stock. Specifically, these are goods that were produced a long time ago but have never been used or filled (in the case of fountain pens). We mainly use the addition NOS for rarities, collector's items, special and/or limited editions that are already sold out and are no longer supplied by the manufacturer. In most cases, these writing instruments remain in private collections or as an investment in a safe without ever having been written with. They are practically new and have undergone our strict quality control and if you have any questions about how to be sure that such a writing instrument is really unused, we will be happy to help you by telephone!

There are a number of features and indications that can be used to determine whether a writing instrument has already been used or whether it is really unused, and with collector's items the question often arises as to whether a pen is only considered new or NOS if it is still in its original sealed condition. We don't think so and this is not common practice. Many writing instruments, especially older ones, have already had the foil removed.

Waren, die wir vom Einzelhandel und Fachgeschäften ankaufen, wurden oft schon geöffnet, jedoch nie benutzt. Oft wollen die Besitzer sicher gehen, dass das Schreibgerät auch enthalten ist. Daher gilt für uns der Zustand neu auch für Waren, die bereits ausgepackt wurden. Jedoch achten wir streng darauf, dass diese nie benutzt oder Probe geschrieben wurden. Gerade bei Sammlerstücken ist es absolut erforderlich, dass diese Schreibgeräte nie benutzt wurden. Für den seltenen Fall, dass es mal anders ist, werden wir das immer in der Artikelbeschreibung vermerken.

Question 15

Is there a free spring exchange for fountain pens?

Accepted Answer

Yes and no! As an independent dealer, we are not allowed to use the Montblanc nib replacement service. Nevertheless, we offer our customers a nib exchange within 4 weeks if we have the desired nib in stock.

Question 16

Does the penfabrik offer an engraving service?

Accepted Answer

Bei den klassischen Schreibgeräten bieten wir einen Gravur-Service an. Sie finden auf der entsprechenden Produktseite ein entsprechendes Eingabeformular. Ist dieses Formular bei einem Artikel nicht vorhanden, ist dieser bei uns nicht personalisierter, sehr wohl können diese aber in einer Montblanc Boutique Ihrer Wahl nachträglich graviert werden.

Alle weiteren Informationen zum Gravurservice finden Sie hier!

Question 17

Can I have my Montblanc engraved later?

Accepted Answer

Yes, that is also possible! This is the ideal solution if the writing instrument is to be given as a gift and it is not certain whether the recipient really wants the writing instrument. This is because personalization at the time of purchase invalidates the right of revocation, which means that a purchase contract can no longer be revoked. We therefore recommend the following solution: Montblanc offers an engraving service in its MB Boutiques for a certain but manageable fee. Every customer can have their writing instrument engraved by Montblanc, even years later. The only condition is that the writing instrument is not defective.

Question 18

Why can penfabrik offer Montblanc articles so cheaply?

Accepted Answer

We are an independent dealer and have no contractual obligations to the manufacturer. This means that we always base our prices on the lowest comparable market price without neglecting and/or restricting quality. As a pure online store, we have the advantage that we do not have to operate a large fixed cost block, which further favors the calculation of our products.

Question 19

Will I receive a proper invoice?

Accepted Answer

Yes, you will receive a correct invoice for tax purposes and in accordance with German law. Unless otherwise stated, the statutory VAT will be shown separately on the invoice!

Question 20

What does differential taxation mean?

Accepted Answer

This type of taxation is mainly used for collector's items that are no longer listed in Montblanc's current program and can no longer be purchased from Montblanc or its dealers. In the case of products marked with the paragraph (§25a UStG differential taxation), VAT is included, but is not shown separately on the invoice. This is mainly of interest to commercial customers who are entitled to deduct input tax. These are then NOS (new old stock) goods. This means unused “new stock” that was produced a long time ago and was already in private hands (usually collectors or investors).

Question 21

Are goods subject to differential taxation second-hand?

Accepted Answer

The differential taxation according to §25a UStG is usually used if the product was already in private hands. However, this does not mean that the product has been used and second-hand. Many private individuals and collectors buy Montblanc writing instruments as an investment or hobby without ever having used them. Some of them do not even open the foil. Online you will often find the designation NOS (new old stock) for this. In general, we only buy goods from private individuals if they are in unused “new condition”. These are mainly rarities, collector's items, special and/or limited editions that have long since sold out.

Question 22

Is VAT already included in the price?

Accepted Answer

Yes, all prices include the statutory value added tax.

Question 23

How high are the shipping costs?

Accepted Answer

National standard shipping (DHL parcel) is free of charge. Our complete shipping conditions (also for deliveries abroad) can be found here

Question 24

Do you also deliver to packing stations?

Accepted Answer

Since we work exclusively with DHL, delivery to a DHL Packstation or branch is possible. Please specify this separately as the delivery address, as we will otherwise always use the billing address.

For express shipping, we may also choose UPS as our shipping partner – please contact us before purchasing if you absolutely require express shipping via DHL.

Question 25

Do you offer worldwide shipping?

Accepted Answer

Except for a few countries, we deliver our goods worldwide. For this, we use DHL/Deutsche Post AG and FedEx as shipping providers. All shipping and delivery conditions can be found here!

Question 26

Is an invoice enclosed with the package?

Accepted Answer

In most cases, you will find a printed invoice in the parcel. From time to time, we may have goods shipped from an external warehouse. In this case, the parcel will not include an invoice. However, you will then receive this in advance in digital form by email. This also applies to items that are engraved and sent directly from the engraver.

Question 27

Is express delivery possible?

Accepted Answer

For an additional fee, we also ship within Germany via DHL Express. Orders received by 12:00 will be shipped on the same day. The delivery time for this is 2 days (Express 2nd Day).

Please note that while engraved products can be shipped via Express, the processing time for engraving is still 2-3 working days.

Furthermore, please note that DHL Express does not deliver on Saturdays, Sundays, and public holidays. Ideally, please contact us in advance via Contact to ensure that everything runs smoothly.

Question 28

How long do I have to cancel my purchase?

Accepted Answer

To provide you with comprehensive security and freedom when purchasing, we grant you a 1-month return policy. Further information on the statutory right of withdrawal can be found here!

Question 29

How can I exchange my goods?

Accepted Answer

During the withdrawal period of one month, you have the option of exchanging your writing instrument. You do not have to make a new purchase. Simply contact us and we will sort it out quickly and easily. In most cases, you will return the goods to us and then receive the new item. We will then only charge or refund the difference.

Question 30

Who bears the costs for the return shipment?

Accepted Answer

In the event of a withdrawal, the buyer bears the direct costs of the return shipment! We will be happy to provide you with a DHL returns label, which we will then offset against the credit note. The cost of the DHL return label is 5.90 euros incl. VAT.

Question 31

What is the best way to return the goods?

Accepted Answer

We recommend choosing a shipping method that includes insurance. This would be parcels from various parcel service providers, for example.

Question 32

Do I have a right to cancel / exchange / return engraved writing instruments?

Accepted Answer

If you have writing instruments personalized, e.g. by engraving, the right of withdrawal expires. Engraved writing instruments are therefore excluded from return & exchange!

Question 33

Is my purchase secured?

Accepted Answer

Yes, we offer Paypal as a payment method. This allows you to benefit from Paypal's buyer protection program and thus secure your payment. However, you also normally enjoy buyer protection when paying by credit card.

Some credit card companies already offer comprehensive protection for online purchases, and if you want to be absolutely sure, then visit us at our premises in the Allgäu region by making an appointment by telephone. We are located directly on the A96 Munich/Lindau highway and are easy to reach. We have a nice customer corner where you can take a look at Montblanc at your leisure. Of course we also serve coffee!

Question 34

Can I pay with my credit card?

Accepted Answer

Yes, our store system accepts a large number of major credit cards such as Visa, Amex and Maestro.

Question 35

Can I pay with Apple Pay?

Accepted Answer

We accept Apple Pay and Google Pay.

Question 36

Is a bank transfer also possible?

Accepted Answer

Bank transfer (in advance) via IBAN and BIC is possible and also our favorite, as we can book these payments most easily and there are no additional fees for us. Therefore, a big thank you to all those who trust us and transfer money to our account!!!

Question 37

Is it possible to purchase on account?

Accepted Answer

A purchase on account is possible if you pay with Klarna or Paypal. The provider will inform you about the requirements and options as soon as you have been redirected to their page in the payment process.

Question 38

Do you offer installment payments?

Accepted Answer

It is possible to choose the installment payment option via the Klarna and Paypal payment service. Further information and requirements can be found on the homepage of the respective payment service provider. Corresponding links and important information can also be found in our privacy policy.

Question 39

What quality can I expect from an outlet article?

Accepted Answer

When purchasing items for our outlet, we pay the utmost attention to their condition. We do not buy items that show signs of heavy use or even damage!

It is of the utmost importance to us to offer the best quality throughout, which is why we also pay particular attention to the condition of the outlet items, which we would also expect if we were to buy them.

24 months warranty and our quality promise not to supply any products that are not in very good to absolutely new condition.

Question 40

Are the product images always of the writing instrument that is on offer?

Accepted Answer

Yes, we photograph every writing instrument and you can be sure that the pictures were taken of the item that you will ultimately purchase.

It is important to us to provide the best possible information about the condition and scope of delivery. Product images are the best way to do this and we do not shy away from the effort of photographing each item anew in order to offer you the best possible transparency in the end, with the exception of our Meisterstück standard items from our exhibition.

As these do not show any signs of use or have different details, the pictures here are unchanged - you receive absolutely new and unused quality.

Please contact us if you are not sure about the condition of a product or need more details.

Question 41

What are storage marks?

Accepted Answer

We define storage marks as isolated areas/spots on the writing instrument that could best be described as slight superficial irritations.

These are at most micro-scratches that are barely visible to the naked eye under normal light.

Since we use very strong light and always a high magnification for the evaluation, these isolated spots are usually barely noticeable under normal circumstances.

However, these are by no means damage, deep scratches or visually disturbing changes to the surface.

Question 42

Do I have a right of return for sale items?

Accepted Answer

Of course, you also have a 30-day right of return for products from the sale section - as for all items that we offer in the Penfabrik. You can find more information on this in the “Returns & exchanges” section.

Question 43

Are customs duties/fees included in deliveries to non-EU countries?

Accepted Answer

Bei Lieferungen in Länder außerhalb der EU sind Zölle, Einfuhrumsatzsteuer und weitere Einfuhrgebühren nicht in unseren Preisen enthalten. Diese Kosten werden bei der Einfuhr vom jeweiligen Versanddienstleister bzw. den zuständigen Behörden erhoben und sind vom Empfänger zu tragen.

Question 44

When and how do I pay import duties?

Accepted Answer

Delivery usually only takes place after all applicable fees have been paid in full. Here's how to stay informed:

Check shipment tracking: Keep an eye on the status of your shipment. Depending on the shipping provider, you can pay the applicable fees directly via a payment link in the tracking information.

Check your emails: The shipping provider will usually inform you directly about applicable fees and available payment options. Please also check your spam folder.

Make payments promptly: Pay the requested amounts as soon as possible so that your shipment can be delivered without unnecessary delays.

Please note that payment processing is handled directly by the respective shipping provider. We therefore recommend that you regularly check your shipment tracking and your emails throughout the entire shipping process.

Question 45

Can the VAT be deducted from the purchase price?

Accepted Answer

Many of our collector's items and older editions, which are no longer part of the current Montblanc range, are offered under the differential taxation scheme. For these items, a separate invoice or deduction of VAT is not possible.

Whether an item is subject to differential taxation or another tax regulation applies depends on the specific product.

If you have any questions regarding VAT for a particular item, please contact us before placing your order. We will review each case individually and inform you transparently about the available options.

Question 46

Which shipping partners does Penfabrik use for worldwide deliveries?

Accepted Answer

We work with reliable shipping partners to ensure your order arrives safely, quickly, and reliably.

For deliveries to the USA, we ship with DHL Express and UPS. For international shipments worldwide, we primarily use FedEx and DHL.

We decide which shipping partner to use for your order individually, always with your best interests in mind. We consider factors such as the destination country, delivery time, and the best possible shipping solution for each situation.

Our goal is to offer you a first-class shopping experience – from placing your order to its safe and reliable delivery to your desired address.

Question 47

What do I need to consider when placing international orders?

Accepted Answer

Customs declaration for orders over €1,000:

For exports with a value exceeding €1,000, a prior customs declaration is required according to our described process. This can be submitted to German Customs by 2:00 PM for the following business day.

Customs will then be given a time window on the following day to review the shipment and release it for export. Once released, the Export Accompanying Document (EAD) will be generated. This document accompanies the shipment throughout the required export procedure.

What does this mean for you?

We will take care of the necessary steps and carefully coordinate the shipment. Please understand that processing high-value orders may take a little longer due to necessary security and customs procedures.

Our goal is to ship your order as quickly as possible and securely, in compliance with all applicable regulations. We will, of course, be happy to keep you informed about the further process.

Question 48

Accepted Answer

Write a clear and concise answer to guide your customers.

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