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 Tuesday - Friday 11.30am - 5pm, Saturday 11.30am - 5.30pm. 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. 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 10 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. If customers refuse to pay the taxes, the tax amount and return shipment will be calculated and deducted if a refund is requested.
3. What happens if my untracked item goes missing?
Untracked mail is chosen at your own risk. If the mail goes missing, we will be unable to reship or replace the item. Thank you for your understanding.
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 without accepting resolution, you can initiate the return of items. Once the item is received, we will refund the amount to your original payment method (less 5% admin fees and return shipment charge) or store credits (less return shipment charge).
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.
4. Can I cancel my order before fulfilment?
Cancelation of an order is only possible within 24h or before fulfilment, whichever occurs first. If you wish to cancel your order after 24h and it has not been fulfilled, a 5% admin fees will be charged. Once the order has been fulfilled, we are unable to cancel it and you will need to return it for it be to be cancelled as per the return policy.
Others
1. Why are nib options an additional price for certain pens?
If you add the price of the nib and the pen, it would be the original MSRP of the pen that you are paying for as we have already deducted the price of the nib from the original pen price before the nib selection. This is to allow our customers to have greater flexibility to choose the nib. For example, if a certain model only has EF left, you can still choose any nib you like with our system for the pen that you like!