General FAQs

I've changed the nib of my Vision fountain pen and now the cap doesn't fit anymore. Could you please help me?

The most important thing is the small silver ring which you have to put on the new nib part when exchanging the nib. Here you will find the instruction for the change of the nib.

Can I buy a cap or nib for my ONLINE pen as a spare part?

In our ONLINE Shop you could order different nibs for your ONLINE pen. You will find them in the category "Nibs/Writing Tips" as well as on the product page of any ONLINE pen in the category "Related products" (at the bottom of the page).

At the moment we don't have single caps to order for your ONLINE pen. However we try to implement them in our product range for 2017.

What methods of payment are accepted?

Unfortunately we don't offer payment in advance.

Following methods of payment are accepted in our ONLINE shop:
Germany: credit card, Paypal, immediate transfer as well as purchase on account (for purchases totalling over € 25).
Austria: credit card, Paypal, EPS
UK: credit card, Paypal, MAESTRO
Other countries: credit card, Paypal

What are the delivery times?

Within Germany we ship your order placed in our ONLINE shop by DHL parcel service. You will receive your order in 2 to 3 business days after order confirmation.
The delivery times for orders outside of Germany as well as more information can be found here.

Does ONLINE send out product or advertising samples?

Are you a blogger? Then please contact info@online-pen.de or contact us by contact form and send us some information regarding your Blog.

For teachers we repeatedly offer promotions in our Teacher Portal where they can apply as product testers.

How do I send my ONLINE product back for repair?

We are very sorry if you are not satisfied with your ONLINE product.

To allow our quality management to find out what went wrong and to rectify the situation, we ask you to send a written complaint together with the defective ONLINE product to below address:

ONLINE Schreibgeräte GmbH
Kundenservice
Moosweg 8
92318 Neumarkt / Germany

How can I change a nib?

All nibs can be changed by unscrewing them from the barrel. You can buy original ONLINE nibs in retail stores as well as in our ONLINE Shop.

Under the following link you will find our video, which will help you by changing your nib.


If you don't know which spare part fits your pen we are pleased to help you. Please send a photo of your pen by email to following address: service@online-pen.de.

Where can I find spare parts for my ONLINE pen?

You can buy spare parts for our products in retail stores as well as in our category "Accessories" at our ONLINE Shop.

How do I subscribe to/unsubscribe from the ONLINE newsletter?


If you wish to subscribe the ONLINE newsletter, you can click on the "Newsletter" page and fill out the required fields.

 

If you wish to unsubscribe from our newsletter you can do that on above mentionned website via "Remove me from newsletter list" or by clicking on "Unsubscribe from newsletter" at the bottom of the newsletter.

Can I personalize my ONLINE pen?

You can have your ONLINE pen engraved, provided it is technically possible for that specific product.

You can choose the font and position of your engraving as well as symbols. In the category "engraving service" you will find the ONLINE products which are possible to get engraved.

Please note that engraved or personalised ONLINE products cannot be exchanged or refunded.

Can I have items delivered as gifts?

You can enter a delivery address different from the invoicing address, so that the gift is delivered directly to the person of your choice.

For special gifts, you may choose for your gift to be delivered with gift wrapping and a personal message.
For this you have to click the button "create gift box" in your cart and choose the gift box or greeting card you would like to add to your order.

What are the delivery costs?

Shipping charges for orders sent within Germany are € 4.95, regardless of size or weight of your order. Within Germany, for orders from an order value of € 25.00, the shipping is done free of charge. If your order is shipped in partial shipments, there are no extra shipping costs for the second shipment.

As international shipments cause significantly higher costs, the delivery charges for these orders are higher.
For information about delivery and costs for orders from other countries please check here.

How can I track my order?

After the order was shipped you will get a dispatch confirmation by email including the tracking number of your shipment. By clicking on the tracking number, you will be redirected to our courrier's website, specifying the status of your order.

What is the deadline for returning my purchase?

You can return your order to us within 14 days after receipt of the goods.
In the parcel you will find a return sheet. Please fill out the return sheet and print your return label.
For more information regarding your right of return please check out here.