FAQ
What is BigPen?
As a firm we have been around since 2007 when we opened an online store for artists’ materials called Zinkvit: www.zinkvit.se. Zinkvit is today one of Sweden’s most well stocked shops for artists’ materials. Writing instruments, however, require a different type of handling and that is why we have launched BigPen. Everything in our store is pervaded by design and quality. Also, we want to mix traditional and modern styles. We hope you enjoy our store and that you find something that suits your needs.

Where can I find BigPen?
BigPen is located in Uppsala, Sweden.
How do I contact you?
Contact us via our contact form. If you have any questions please check the FAQ that covers most of the questions we are often asked.
Who are your customers?
We sell globally to private persons as well as to companies and organisations, private and/or public.

What are your terms and conditions?
See our Terms & Conditions on a separate link
Are you an authorized dealer?
We are an authorized dealer for all our products and every item we sell is brand-new.
Is there a guarantee on your items?
Warranties apply in accordance with our manufacturers' or distributors' standard warranties. If you encounter any problems please contact us.
 
Ordering

How do I order?
It must be easy to shop online. We have many years of experience with e-commerce and of course we want our customers to easily find what they are looking for. Once you find what you want, place it in the basket with one click, and then proceed to the checkout in order to safely carry out the payment and thus begin your delivery.

At the checkout point, the total cost for the goods and the shipping is clearly displayed. You always have the option of cancelling the purchase before you make the payment.

Are the items I want in stock?
Our ambition is that all the items displayed in our shop will be in stock. It is clearly shown whether the item is in stock or not; if it is not you will see when it is due to arrive.

A few items are not in stock but are available on request. This means that we will order the item on your behalf from our supplier. These items are labeled "Non-Stock Item" and the estimated delivery time is displayed.
I have not received any order confirmation, have you received my order?
You will always receive an order confirmation via e-mail in connection with the order and payment. If you have not received it, make sure to check your junk mail. If you still can't find the email, please contact us and we will help you out.
How can I track my order?
You'll receive an email from us when your order has been shipped, which will include the tracking information. You will also receive a text message to your mobile phone.
 
Payment

What payment options do I have?
You can pay with PayPal, debit or credit cards. We accept Visa and MasterCard. In some countries we also accept American Express.

Accepted payment methods will be listed at the checkout point when you choose your country.
Is it safe to use Credit Card on BigPen?
Card payments are handed over to Nets payment window and your card details are protected by the highest available security levels. Your card details are not stored on our server. Nets is among the top payment processors in Europe. A trusted partner to more than 700,000 merchant outlets.

We use 3D Secure for all your card payments. After entering your card details your bank will request that you validate your purchase. How this authentication works depends on what bank issued your card.
 
Delivery

How do you ship?
All items are packed with great care in boxes with shock-absorbing materials.

The package is usually sent as a 1st class registered mail by the Swedish Post (Postnord) and will be delivered by your local postal service. If the weight of the package exceeds 2 kg, your items will be sent with Postnord Parcel service or UPS. For delivery to a selection of countries, we also offer UPS express at an extra cost.

All parcel deliveries are climate compensated.
When can I expect to recieve my order?
You can expect delivery within a week (within the EU). Outside of the EU delivery times vary and you have to add a few days to that week. We cannot guarantee any exceptions for specific regions.

Outside of Europe you can expect delivery within a week or two. International delivery times vary a lot and we cannot guarantee exceptions for specific regions.


What does delivery cost?
The final delivery cost is shown at the checkout point before you confirm the order. The freight fee is based on the weight and the value of the goods.

 
Return and Refunds

I've changed my mind, can I return my purchase?
Returns within 14 days of the reception of the goods
You are welcome to return any item for any reason within 14 days of receipt. When you have informed us, you have another 14 days to return it. The cost of return will be at your expense. We recommend a trackable shipping. We will refund your purchase when we receive your return.

Goods must be returned to us in their original packaging, unused and in a re-saleable condition. You can open the packaging and examine the product to the extent required to determine its features or function and if you are satisfied with it. For example, if you want to test a fountain pen, don't ink it up, just dip test the nib.

Please also note that your right to return does not apply to personalised items, such as engraved pens, or any special orders.

Please contact us before returning any goods. We will help you out.
Is my item defective?
If a product does not work as expected, most people want to return the product and refer to it as defective. However, defects are relatively rare and the problems are more often due to insufficient instructions or inexperience. Please contact us before you return any goods and we will help you troubleshoot the problem.
How do I claim a defective item?
Claims
You can submit your return request within 3 years from the date you received the item. Contact us and describe the reason why you want to return the item and provide us with the purchase order number. We will contact you with the next step once your return has been approved.

All products that are discovered to be damaged outside of manufacturing defects will be returned back to you and will not be reimbursed.
What is the return process for a defective item?
You can return the item to us once we have determined that the item is likely to be defective. You are responsible for your own return shipping. Defective returns will be reimbursed up to the original amount paid for in shipping. Just email us a copy of the receipt for your return.

When we receive your returned item, we will evaluate it for potential defects within 5 business days. Sometimes we need to send the product to the manufacturer for evaluation of the defect. In those cases it will take some extra time for the final resolution.
How do I receive my reimbursement?
Reimbursement for defective items
We will offer you a replacement product of the exact same model, provided that the product is available within a reasonable time.

If a replacement is not an option, we will refund your purchase. The original payment method will be used. Please note that card refunds can take up to 10 business days to appear on your account.
 
VAT and import duties

Do I have to pay import duties?
Deliveries within the EU
No, there is no import duties for EU-deliveries from BigPen. If you are an EU customer, the prices include VAT with the VAT rate that applies in your country. BigPen reports and pays the VAT tax to your country's tax authority within the EU.

You are exempt from VAT if you order as a company and are registered for cross-border EU transactions and hold a valid VAT number. Tick the box "ordering as company" and enter your VAT number. Then the prices change to ex. VAT. Before we ship your items, the VAT number is checked with EU VAT validation service.

Deliveries outside the EU
If you shop from outside the EU, the prices do not include VAT. If the value of the goods exceeds your country's import duty threshold for cross-border online purchases, you will have to pay import duties. In most cases, this is the same amount as your local VAT rate (known in some countries as GST) plus a small fee. This is usually handled by your local post office or parcel carrier such as UPS.

For more information, please check with your local tax office.
Can you declare a false low customs value or classify the package as a gift?
For deliveries to countries outside of the EU, a customs declaration is always attached in accordance with international rules. As a consignee, you are responsible for ensuring that the customs documentation attached complies with the laws and regulations of your country. It is our responsibility to you that the documentation is correct.

Therefore, we will not declare incorrectly low values on customs declarations or state that the item is a gift and not a sale - please do not ask us to do so.
 
Security and Privacy

Is it safe to order from BigPen?
BigPen's website is SSL encrypted which keeps your browser session secure.

Card payments are handed over to Nets payment window and your card details are protected by the highest available security levels. Your card details are not stored on our server. Nets is among the top payment processors in Europe. A trusted partner to more than 700,000 merchant outlets.

Paypal payments are handled in the same secure way via Paypal.
What is your Privacy Policy?
It is important to us that you feel safe with how we use your personal information. We handle all your personal data in compliance with the General Data Protection Regulation (GDPR), applicable in the European Union and the UK.

For more details, please read our Privacy Policy page.
What is your Cookie Policy?
On BigPen's website, we don't set persistent cookies on your device. We only use session cookies that expire when you leave our website or close your browser window. Session cookies are necessary to keep track of your inputs and navigation on our website. The use of session cookies do not require consent under the General Data Protection Regulation ("GDPR").
 
Other questions

If you have other questions, please feel free to contact us and we will try to answer your question as soon as we can - normally within 24 hours.