Our services
Pen servicing and repair
Damaged, leaking, or simply not writing? We service Sheaffer, Cross and Visconti writing instruments for customers in the UK.
Before you send it to us
Some faults you can put right at home
These are the problems we are asked about most, and several of them need no repair at all. Please try the remedy here first — if it does not put things right, come back and we will take it from there.
The ballpoint refill moves about when I write
About half the time this is simply a refill that has not been screwed fully home. Unscrew the front section from the barrel, seat the refill properly, and screw the section back down firmly.
If it is screwed in correctly and still moves, that is a mechanical failure and the pen needs to come to us.
Poor ink flow, or no ink flow at all
The first thing to try is a home remedy. Unscrew the front end — the nib section — from the barrel of the pen, and soak it in hand-hot water with a dash of washing up liquid, overnight if you can. Nine times out of ten this releases the clogged ink in the nib or the nib feed.
In the morning, lift it out of the water and leave it to dry naturally. Do not rinse it and do not wipe it — the soap left behind lubricates the nib and helps promote the flow of ink.
If that does not remedy the situation, do come back to us and we will advise on sending it in.
One thing worth knowing: fountain pens should always be stored upright in a pot, nib pointing skyward, with the cap on. Pens stored lying down do have a tendency to block.
The refill, lead, eraser or ink has run out
That is a consumable rather than a fault, so it is not covered by warranty and there is no need to send the pen anywhere. Replacements are on the website.
The stylus tip on my Tech2 or Tech3+ is lost or broken
Stylus tips are a wearing part and are not covered by warranty, but they are sold separately — order a replacement rather than sending the pen in.
Assessment charges
What it costs to have it looked at
| Brand | Assessment charge |
|---|---|
| Cross | £20.00 |
| Sheaffer | £20.00 |
| Visconti | £20.00 |
If your brand is not listed above, please contact us before sending anything to us.
How it works
Four stages, and you hear from us at each one
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Pay the assessment charge
Online, on this page. That is all that happens at this stage — the charge is shown in the panel once you choose your make.
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Post your pen to us
We email you the address the moment you pay. Write your order number on a note inside the parcel. Please use a tracked and insured service — until the parcel reaches us it is your responsibility.
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We assess it
We inspect the pen and diagnose the fault. If chargeable work is needed we contact you with a price, and nothing is done until you approve it.
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We post it back
You get an email with tracking as soon as it is on its way to you.
Warranty
Warranty cover by brand
Cross pens carry a lifetime mechanical warranty
Mechanical faults on a Cross writing instrument are covered for life. For every other brand the assessment charge covers the assessment only, and additional charges may apply to pens that fall outside warranty. We always tell you the price and wait for your approval first.
| Brand | Warranty period | What it covers |
|---|---|---|
| Cross | Lifetime | Mechanical faults, for the life of the pen |
| Sheaffer | HOLDING — period to be confirmed | HOLDING — cover to be confirmed |
| Visconti | HOLDING — period to be confirmed | HOLDING — cover to be confirmed |
HOLDING CONTENT — warranty periods for brands other than Cross have not been confirmed. A manufacturer warranty covers manufacturing faults only; it does not cover accidental damage, wear, or loss. The assessment charge applies either way, and additional charges may apply to pens outside warranty.
Exclusions
What a warranty does not cover
A warranty covers manufacturing faults. However long it runs — and on a Cross it runs for the life of the pen — it does not cover accidental damage, ordinary wear, or parts that are simply used up. These are the ones we are asked about most, and on any brand they are chargeable.
- Broken clips.
- Loose caps. The one exception we make is a threaded cap whose thread has split or broken — a known issue on the Peerless — so do tell us if that is what has happened.
- Dented or scratched caps and barrels.
- Discoloured or peeling lacquer. If the pen is less than two years old and you can prove it, come to us anyway — lacquer should not peel that early and we will do something about it.
- Refills, leads, erasers and ink that have run out. These are consumables rather than faults, and there is no need to send the pen anywhere.
- Lost or broken stylus tips on the Tech2 and Tech3+. Replacement tips are sold separately.
None of this means we cannot help. Most of these we can repair — send the pen in and we will price the work before anything is done to it.
Turnaround
A repair is not a delivery
Most pens are back with their owner within a few weeks. Some have to go to the manufacturer, and those take considerably longer. Rather than quote a date we cannot stand behind, we keep you informed at every stage — you will always know where your pen is and what is happening to it.
Questions
Ask before you post
If your pen is not a Sheaffer, Cross or Visconti, or you are unsure whether it is worth assessing, get in touch first — please do not post anything until you have.
HOLDING CONTENT — these contact details are placeholders and must be replaced before launch.
- Phone
- +44 (0)0000 000000
- Opening hours
- Monday to Friday, 9am–5pm