Frequently Asked Questions

Visiting our Warehouse

1. Are walk-ins allowed? What should i bring if I wanted to make use of the ink swatching bar?

Walk-ins are welcomed! If you wanted to swatch inks at our ink swatching bar, please bring your ink swatching tools such as dip pens and paper. We do not provide dip pens but you are allowed to use the paper provided in store if you choose not to bring your own.

2. What are your warehouse opening hours? 

We open Monday - Saturday 11.30am - 5pm. However, operating days might differ every month. We will post a calendar with our opening days on instagram for the entire month so do follow us to keep up to date.

3. When do I have to book an appointment?

If you would like assistance in finding a pen or you have any questions that require the attention of a more knowledgeable staff, please book an appointment beforehand as Brachio might not always be around in the warehouse. 

4. Will promotions/discounts be applicable in the warehouse?

All discounts and promotions will also apply to purchases in the warehouse. 

 

Discounts

1. What discounts are available?

We offer 10% off for first time purchases (WELCOME10) and 12% off for subscribing to our newsletter (SUBSCRIBED). Both codes are only limited to one use per customer. 

2. Are there brands excluded from discounts?

Yes. Exclusions include the following brands: Bungubox (pens only), Brago Pens, Gilbert House Pens, Poesie Bungu, River City Pen Company, Traveler's Company and Thomas Ang Nib Services. Applying discounts to these products will not change the price of the items if they are in your cart but the discount will apply to the rest of the items in your cart.

3. Can I combine discount codes?

Discount codes are not allowed to be combined including those generated with your points. We apologise for any inconvenience caused.

 

Shipping

1. How long does fulfilment take?

We try our best to get your precious parcels out as soon as possible. However, we are a small business that consists of my partner and I, so we do appreciate your patience. We will try our best to ship items out no later than 5 business days, however, this may vary if there is a sale or during a shop break. Please follow us on instagram for updates.

2. If I am shipping overseas, will taxes be covered?

Unfortunately, every country has their own customs regulations and tax laws. Hence, we are unable to provide any information or include them in the cost and you should look up the relevant information with your countries' authorities before making a purchase. 

 

Returns and Refunds

1. If I decide not to keep the item after receiving it, can I return it?

Items eligible for returns/ refunds will exclude ink bottles and ink samples. Everything else can be returned if they are left unopened, unused and in the original packaging within 14 days of receipt. Return shipment is to be paid by the customer and once we have received the items, we will refund the amount to your original payment method (less 5% admin fees and shipping fees) or store credits (in full minus shipping fees).

2. What happens if my item is defective? 

Please contact us at cs@dino-writes.com and take images of the defects. We will communicate to try and resolve the issue. If you decide to have it returned, we will provide the return label. Once the item is received, we will refund the amount to your original payment method (less 5% admin fees) or store credits (in full).

3. What happens if ink samples spill? 

We try our best to prevent spillage of ink samples and have upgraded our ink samples to glass vials with stoppers. However, in the unfortunate event of ink sample spillage, please take a picture of the spillage in the parcel and send it to us at cs@dino-writes.com. For local orders, we will replace them at no cost. For international orders, we will refund the price of the item to you as we are unable to ship a replacement to you due to shipping costs.