First things first: We're sorry to hear there is a problem.
We ask that you contact our repair team by phone at 800-311-8684 or email at consumer@fabercastell.com to discuss the problem you are experiencing with your writing instrument before sending it in for repair.
Next:
Make sure to wrap the product so that it is protected and will not incur any further damage. Do not send your pen in the original gift box. Fountain pens should be emptied of ink before sending. We also ask that you do not tape, or glue broken parts together; leave them as they are for proper assessment. For warranty consideration, please include a copy of your dated sales receipt/purchase order or completed product guarantee card from a Faber-Castell Authorized Dealer as proof of purchase.
Please be sure to include a note detailing what the problem is and include your billing/shipping address, email, and daytime contact information
Finally:
Choose a traceable shipping service as Faber-Castell is not responsible for items lost or damaged prior to receipt.
Send to:
Faber-Castell USA
Attn: Repairs
9000 Rio Nero Drive
Cleveland, OH 44131
Once the instrument is returned and assessed, if it is determined that a repair charge is warranted, a Faber-Castell representative will contact you by phone with an estimate. In these cases, repairs will not take place until the owner’s approval is received. Please note that for repairs requiring replacement parts, original nibs/parts will not be returned.
Any questions? We’re happy to assist you at 800-311-8684 or consumer@fabercastell.com.