Shipping policy
Shipping and Delivery Policy
This policy has been prepared to inform visitors and customers (“Buyer”) about the shipment and delivery of products ordered through the official website of Pencilott (www.pencilott.com).
As a rule, Pencilott is responsible for ensuring that the product is delivered in good condition, complete, and in accordance with the specifications stated in the order. In addition, the relevant provisions of the Distance Sales Agreement executed between the Buyer and Pencilott shall remain applicable.
Delivery Time
Following the confirmation of the order by email, the product will be dispatched to the courier company as soon as possible.
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Delivery is completed within 7 business days from the date the order is placed/confirmed, provided the product is in stock and payment has been received in full.
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For personalized/customized products, the delivery period is up to 21 business days.
Delivery to a Different Person/Address
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The Buyer may request delivery of the order to a person/organization other than themselves at the time of purchase.
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Orders may also be received by a first-degree relative of the Buyer upon presentation of an identification document.
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A signature will be required upon delivery.
If the product is to be delivered to a person/organization other than the Buyer, Pencilott shall not be liable for non-delivery, refusal of acceptance, or errors/omissions in the delivery information provided by the Buyer (including additional courier charges).
If the invoice address is different from the delivery address, the Buyer accepts and undertakes to pay any additional courier fees for delivery of the invoice.
Issues During Delivery
Pencilott shall not be held responsible for delays or non-delivery caused by the courier company once the product has been handed over to the courier.
If the Buyer notices that the package and/or the product is damaged (e.g., torn, crushed, wet, punctured) upon delivery:
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The Buyer has the right to refuse delivery and request that the courier prepare a Damage Report.
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If the courier insists that the package is not damaged, the Buyer may open the package in the presence of the courier, inspect the contents, and request a report documenting the situation.
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Reports must be prepared in duplicate: one copy for the Buyer and the other for the courier.
If the Buyer refuses the delivery and submits the report, they must notify Pencilott immediately by sending the report copy via email to na@pencilott.com for North America or eu@pencilott.com for Europe within 1 business day. Pencilott will then investigate and arrange for re-delivery as soon as possible.
If the Buyer receives the product but believes there is damage or error related to delivery yet cannot obtain a report from the courier, the Buyer must send an email to na@pencilott.com for North America or eu@pencilott.com on the same day of receipt, including photos of the damaged product and its packaging. Pencilott will review the case and contact the Buyer within 3 business days to arrange the return or replacement process.
Final Provisions
If the Buyer accepts the delivery without raising any objections or providing evidence (such as a courier report or photographs), it will be deemed that:
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the courier has fulfilled its obligations properly, and
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Pencilott has completed its delivery responsibility.