Part One: Return Policy
What is your return policy?
You can submit your return request within 60 days of your order date. Simply submit a request via our Returns Portal. We will reach out to you with the next steps once your return is approved. All returns are accepted at the discretion of The Onlinewon Company. Any products found to be damaged outside of manufacturing defects will be returned back to the customer and will not be refunded.
Read and agree: By submitting a return, you agree that you have read our entire return policy.
I want to return all or part of my order. How does it work?
Start by submitting your return request via our Returns Portal. You will need to have your order number and the email address, phone number, or zip code used to place the order ready. You’ll then be prompted to select which item(s) you wish to return and the reason.
There are two different categories of returns: defective and preference-based.
If you have a return that is defective, see: Is my return considered defective?
If you have a return that is preference-based, see: Is my return considered preference-based?
Once I request a return, how long do I have to send it back?
Once we approve your return request, returns need to be postmarked within 2 weeks to ensure it arrives back to us in time to process and finalize your return. If you will not be able to return it within 2 weeks of submitting your request, please reach out to your Customer Care agent to discuss other options. We cannot guarantee a full refund if you are unable to return your item(s) within 2 weeks of submitting your return request.
What resolutions do you offer for returns?
We offer a refund to your original payment method or a gift card to onlinewon.com.
Additionally, you may be offered the same item as a replacement for a defective return instead of a refund, pending item availability.
Part Two: Types of Returns
Is my return considered defective?
Defective means the item has either a performance-based defect or a physical defect. Usually, in the case of fountain pens, the Customer Care team will reach out to you prior to approving the return request to try and figure out exactly what is not performing as it should.
Examples of a defective pen include, but are not limited to: the pen has arrived with physical damage to it such as a break or crack; the filling mechanism does not work properly; or the nib arrives damaged out of the box.
In cases where we believe the issue is an easy fix via troubleshooting, we will offer that option.
How does the return process work for a defective item?
Once we have determined the item is defective, we will instruct you to submit a return request. For customers located in the United States, we will then email you a shipping label to print out and use to mail the item back to us.
Customers located outside of the U.S. are responsible for their own return shipping. International defective returns will be reimbursed up to the original amount paid for in shipping once your return arrives back to us. No customs fees will be refunded.
Once the return arrives at our office, we inspect the item and evaluate the pen for potential defects within 5 business days. Depending on the resolution you have requested, we can refund you, replace it for you, or offer you a gift card to onlinewon.com Your Customer Care agent will go over those details with you for your specific circumstance.
If you have requested a replacement for a defective item, we will set up your replacement order for the original item pending product availability. We are unable to make item substitutions.
Is my return considered preference-based?
Preference-based means you do not like something about the item and have chosen to return it. The item is not considered defective and performs within acceptable standards (and can be determined by our Customer Care team on an as-needed basis). Examples of preference-based returns include, but are not limited to: disliking the pattern or coloration of a pen, disliking the size or weight of the pen, disliking the nib size of the pen, or disliking the amount of feedback a pen offers.
How does the return process work for a preference-based item?
Once you have submitted your return request, and we have approved it, you can ship back your product(s) to us. You’ll receive specific instructions in an email. Please email us the tracking number and include your RMA number in the package.
Once the return arrives at our office, we will inspect the item for use within 5 business days. Depending on the resolution you have requested, we can refund you or offer you a gift card to onlinewon.com. Your Customer Care agent will go over those details with you for your specific circumstance.
Part Three: Making the Return
What do I need to include in my return package?
All returns need to have your RMA number on the label or your original invoice included in the package. Additionally, you will need to return items to us in the condition they were received – all boxes, inserts, and included unused extras (such as unused cartridges, converters, or ink for example) need to be returned.If your order came with ink cartridges and they are unused, please return those to us as well.
We do not accept returns that have not been approved by the Customer Care team. Those packages will be returned to the sender unopened.
What items do you not accept as returns?
We do not accept preference-based returns on the following types of items: items purchased from the Bottom Shelf, used notebooks and inks, individual items from package sets, or gift cards. We also cannot accept returns on any items after 60 days from the original purchase date.
Once my return has been processed, when can I expect my refund?
If you requested a onlinewon.com gift card, the gift card code will be emailed to you immediately.
If you requested a refund back to your original payment method, it can take up to 10 business days for the refund to show up. Most of the time it happens within a few business days. Please refer to Affirm’s FAQ’s for any additional information on their refund process.
Part Four: Additional Support
I’ve had my order for a while, but just now got around to opening it. I have an issue with it, what can be done?
Our return window is 60 days from the date the order was placed. If you have an issue outside of 60 days with a defective product, we will get you directly in touch with the manufacturer or distributor. Preferential returns cannot be accepted outside of 60 days.
I received an item as a gift, but it’s not quite right. How does a return work?
No problem! On the Returns Portal, you can select “Returning a Gift”. From there you will be able to set up the return. You’ll still need the original order number and the gifter’s email, phone number, or zip code. Don’t worry, they won’t be informed about your return request. Gift returns can only be returned for a onlinewon.com Gift card unless the item is defective.
Can I include multiple return requests in one box?
Yes. If you are returning items from multiple orders, you need to have a return request approved for each item. Each RMA number must be included in your package.
Can I exchange my order?
While we want to make sure you love your goodies, if it is preferential in nature, we cannot offer exchanges. You can still return it, but we will not be able to send a different item out.
If a pen is defective, we can replace it with the exact same model after your return has arrived back to us. Reach out to us at firstname.lastname@example.org and we can help with specific questions.
Do I have to wait for the refund before placing a new order if I want a different item?
That’s up to you. As we do not currently offer exchanges, most customers opt to first return the pen for a refund or a gift card to onlinewon.com, and then place a new order. If you choose a gift card, your gift card code will not be issued until after we complete the return.