Items must be in their original packaging and in new condition. Please include your packing slip or order confirmation and note a reason for returning. Original shipping fees are refunded for defective products, products that were not described accurately, or incorrect orders. Faber-Castell USA is not responsible for items lost or damaged prior to receipt. Sender assumes delivery cost for the return that will not be refunded.
Once the product is received at Faber-Castell USA, a credit will be processed in our system within 5 business days. You will receive an e-mail notification letting you know that we have issued a credit back to your original payment method. Please check your bank or credit card statement for the credit amount, as described above to appear. If you have questions regarding the duration to access visibility on your statement, please contact your bank/credit card institution for details, as their timing may vary.
Returns along with proper paperwork should be submitted to:
Attn: Consumer Order # xxxxx
9000 Rio Nero Drive
Cleveland, OH 44131
Please contact us at 800-311-8684 or firstname.lastname@example.org with your order number for further assistance if needed.