If you would like your pen or lighter assessed for repair, an advanced service charge payment is required as follows:
| Brands | Assessment charge |
|---|---|
| Faber-Castell, Tombow and Platinum | £20.00 |
| Caran d’Ache, Graf von Faber-Castell and Hugo Boss | £25.00 |
| S.T. Dupont | £35.00 |
The easiest way to pay for your assessment is by completing the form and paying online, payments are securely processed with PayPal.
Should you wish to pay the service charge by phone, please call 01732 771771 to make payment.
If any chargeable work is necessary, a member of the Stone Marketing team will contact you to seek authorisation/approval prior to any work being carried out.
We do our very best return your item to you within 5-10 working days. However, on some occasions it is necessary to return items to the manufacturer. In this event we ask that you allow up to 12 weeks.
| Brand | Guarantee Duration |
|---|---|
| Graf von Faber-Castell | 2-years |
| Faber-Castell | 2-years |
| Caran d’Ache | 2-years |
| S.T. Dupont | 2-years |
| Tombow | 2-years |
| All Others | 1-year |
We recommend you send your item by either recorded or special delivery post so that it is suitably insured if lost in transit.
Return your item to:
Attention: Service Department
Stone Marketing
10 Sovereign Way
Tonbridge
Kent
TN9 1RH
Please enclose a note with your contact details and return UK address, and include the guarantee where applicable.
As of 9th December 2024, we no longer provide Pelikan pen repair services. For assistance, please contact Rachel Weir at Hamelin via email at salesuk@hamelinbrands.com.
If you have any questions or queries, please email us or call our team Tuesday – Thursday, 9am – 1pm on 01732 370954.
