Browse our website, add items to your cart, and proceed to checkout. Enter your billing and shipping details, apply any coupon codes, and complete payment. You will receive an order confirmation email immediately after checkout. Browse all products →

We are unable to add or remove items from an existing order once it has been placed. Please contact us as soon as possible with your order number if you need to make changes, and we will do our best to help before packing begins.

Contact us with your order number as soon as possible. We can cancel orders that have not yet been packed or dispatched. Personalised orders (engraved or embossed) cannot be cancelled once production has begun.

All products are normally in stock unless marked otherwise. If a product becomes unexpectedly unavailable after you order, we will contact you and offer an alternative or a full refund.

Yes — contact us with the product name and quantity you need. For corporate or bulk orders, we can often source additional stock or advise on incoming restock dates.

Yes. You are welcome to visit us at:
601 Sims Drive, Pan-I Complex #04-05, Singapore 387382
Mon–Fri 11am–7pm · Sat 12:30pm–6pm (closed Sundays & public holidays)
You can also order online and collect at the same location — see Click & Collect below.

• J&T Express: 2–4 working days
• Qxpress: 2–3 working days
• Self-collection: free, ready when notified

For urgent delivery, contact us and we can advise on same-day or next-day options. Full rates and free-shipping thresholds are on our Delivery page.

Yes. International delivery typically takes 3–8 weeks depending on destination. International rates are shown at checkout.

Once dispatched, you will receive a shipping notification email with a tracking link. You can also log in to your account and check your order history for live status.

Yes — as long as your order has not been dispatched. Contact us immediately with your order number and the change you need.

Yes. If you are placing a new order, select self-pickup to waive the shipping fee and note your existing order number in the remarks — we will combine both. Or contact us directly and we will arrange it.

Please contact us with your order number and tracking reference if:

• Your local order has not arrived after 7 working days
• Your international order has not arrived after 2 months

We will investigate with the courier on your behalf.

We accept: Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, PayNow, PayLah, and iBanking. Instalment options may also be available at checkout. See our Payment Methods page.

Please contact us with your order number as soon as possible and we will do our best to accommodate the change before your order is processed.

Select self-collection at checkout (no shipping fee charged). Once your order is ready, we will notify you via WhatsApp or email.

Collection address: 601 Sims Drive, Pan-I Complex #04-05, Singapore 387382
Hours: Mon–Fri 11am–7pm · Sat 12:30pm–6pm
Closed Sundays and public holidays.

Rush engraving (2 working days) is our fastest standard option. For same-day or evening collection requests, please contact us before ordering so we can confirm whether it is feasible based on our schedule that day.

Returns and exchanges are accepted within 14 days of receipt, provided the product is unopened and in its original packaging with proof of purchase.

Not eligible for return or exchange: sale items and personalised items (engraved or embossed).

See our full Return & Exchange Policy →

Contact us within 14 days with your order number and a photo of the item you received. We will arrange a replacement or refund at no cost to you.

Please contact us before returning anything. Send your order number and photos of the damage, and we will advise on the fastest resolution — typically a replacement or refund.

Contact us and we will work out the best solution for your situation. Options depend on the nature of the exchange and the items involved. We handle each case individually.

Most of our premium pens — including Parker, LAMY, Waterman, Kaweco, Sheaffer, and many others — are available with engraving. Look for the personalisation option on the product page. If you are unsure whether a specific pen can be engraved, contact us before ordering and we will confirm.

For the full engraving range, see our Personalised Pen Gifts guide →

No — engraving is only available for pens purchased from Cityluxe.

• Standard (3–5 working days): $15
• Rush (2 working days): $30
• +$5 for Chinese or Kanji characters

For full details and examples, see our Engraving Information page →

For individual online orders, the font and finish are pre-set — the engraving result varies naturally by pen material (metal, lacquer, resin, or plastic). We are unable to offer specific font or colour selection for individual orders.

For corporate orders, contact our corporate team to discuss requirements including font and customisation options.

Chinese and Kanji characters are supported — an additional $5 charge applies. For Korean characters, contact us to confirm availability. Special characters such as accents, umlauts, or punctuation marks may not always be supported — please check with us before ordering. See our Chinese Character Engraving guide and Korean Character Engraving guide.

Yes — if your order has not yet been dispatched. Contact us immediately with your order number and the engraving text you want. We will add the engraving service and update your invoice with the fee.

Rush engraving (2 working days) is our fastest standard option. For same-day or evening collection, please contact us before placing your order so we can advise whether it is feasible on that day.

Please contact us immediately with your order number, a photo of the engraving, and the text you submitted. If the error was on our side, we will arrange a replacement at no cost to you.

On the product page, check the personalisation option, fill in the engraving form, add the item to your cart, and proceed to checkout. The engraving fee is added during checkout. For further help, see our Engraving Information page.

Select your notebook, check the personalisation option on the product page, fill in the embossing form with your name or initials, add to cart, and checkout. Name embossing is available in Bronze, Gold, Silver, or Blind finish on selected notebooks. See our Personalised Notebooks page →

Standard letters (A–Z) are supported. Special characters such as accents, tildes, or symbols may not always be available — please check with us before ordering to avoid disappointment.

Yes. Corporate logo embossing is available on A4, A5, and A6 notebooks in ruled, blank, dotted, or planner formats — including logo-only, logo with individual names, or custom-sleeve options. Minimum order for logo engraving on pens is 10 pieces. A free artwork proof is provided before production. Contact our corporate team →

Try these steps in order:

• Check the cartridge or converter is fully seated — it should click or press firmly into the grip section.
• Prime the nib — briefly dip just the tip in water for 30 seconds, then try writing.
• Let it rest — after priming, lay the pen flat for a few minutes before writing.
• Check the ink — ensure you are using proper fountain pen ink, not rollerball or gel ink.

If the pen still does not write after these steps, contact us with your order number and a brief description.

• Check the cap is fully closed — a loose cap is the most common cause of leaks.
• Check the fill level — avoid overfilling a converter; leave a small air gap at the top.
• Check the ink type — only use dedicated fountain pen ink.
• Avoid temperature extremes — rapid temperature changes (e.g. air travel, leaving a pen in a hot car) can cause ink to expand and leak.

If the pen continues to leak, it may be a seal or nib issue. Contact us with your order details.

Refills can dry out if stored for an extended period, or if the sealed tip was not fully pierced on installation. Try gently touching the tip to a damp tissue to encourage ink flow. If it still does not write after a minute or two, contact us — we will arrange a replacement.

The correct refill depends on your pen's brand and model. Common types include Parker-style, Mini D1, international standard cartridges, and ceramic rollerball. Check the product page for your pen, or contact us with your pen model and we will identify the right refill for you.

Flush with cool, clean water regularly — especially before changing ink colours or storing for an extended period. For piston fillers, draw water through the mechanism several times until it runs clear. Avoid hot water and household cleaning products. Store the pen horizontally or nib-up when not in use.

Yes. Gift wrapping is available for $5 and includes a greeting card. Choose the card theme and add a personalised message at checkout.

Yes — we work with companies, law firms, financial institutions, and government agencies on pen and notebook gifting programmes. We offer engraving, embossing, custom packaging, and delivery coordination. Visit our Corporate Gifting page →

At checkout, paste your gift card code into the discount code field. If you see "Enter a valid gift card", try applying it from the Cart page instead of the checkout page — this resolves the issue in most cases.

The message "Unable to find a valid discount matching the code" typically means the code has already been used or has expired. Contact us with your order number and we will help.

Earn 5 Rewards Points for every $1 SGD spent on regular-priced items. Additional points are awarded for leaving product reviews and reaching VIP tier milestones.

100 Rewards Points = $1 SGD. Redeem your points in the Rewards section of your account — you will receive a discount code to use at checkout. Points apply to regular-priced items only and cannot be exchanged for cash or transferred between accounts.

Unused Rewards Points expire after 120 days of inactivity. We send a reminder email 14 days before your points are due to expire.

Share your unique referral link. When a friend makes their first purchase using your link, they receive 10% off and you earn 200 Rewards Points (equivalent to $2). Self-referrals are not permitted.

Log in to your account → click the Rewards icon → switch to Earn Rewards Points → select Refer a Friend → copy your link.