FAQ
Frequently Asked Questions (FAQ)
About the production
Q
How long will it take to deliver after I place an order?
A
■Panel type will be shipped approximately 6 weeks later.
*The above is a rough schedule assuming there are no problems with the factory line, customs clearance, etc.
■We also accept rush orders. (Please check + rush fee will shorten the delivery time by about one week)
Q
Can you produce a calibration?
A
You can check the condition of the actual item (pen or key tag).
We offer simple calibration and full machine calibration.
Please use it according to your budget and time.
(The schedule may change during holidays, so please contact us for more information.)
Q
How many pieces can I order?
A
We accept orders starting from 500 units.
(You can choose up to two barrel colors within the 500 units.)
Example: 200 black-barrel pens / 300 white-barrel pens, etc.
About design data
Q
How do I submit my work?
A
Download the specified format (Photoshop, Illustrator),
After registering as a member, place your order using the order form that appears, then submit your submission using the submission form.
JPEG/EPS /TIFF /PNG /JPG /PDF are also possible.
Please submit the specified size. The resolution is required to be 300 dpi.
Design support is free, so please feel free to contact us.
Q
Can I use photographs, illustrations, or handwritten manuscripts?
A
Yes, you can. Please submit in PSD or JPEG format.
If you would like to use a painting or handwritten work, please send it to us and we will scan it for you (+3000 yen).
There are restrictions on the size that can be used, so please contact us for details.
Q
Can I request the creation of design data?
A
Yes, that is possible (additional production costs will be incurred). Since it takes time to decide on the design, please place your order well in advance of the delivery date.
*Depending on the design you want, we may not be able to create it.
The production cost varies depending on the design, etc.
Regarding Transaction Methods
Q
How do I pay?
A
Bank transfer (advance payment) is required.
Q
Can I exchange or return the item?
A
Please note that we cannot accept exchanges or returns for anything other than defective products.
If there is any problem, please contact us by email or phone within 7 days of arrival.
Returns are not accepted for original order items unless the item is defective.
Please note that under no circumstances can we offer any guarantee that exceeds the price of the products you order.
Minor scratches and small air bubbles from the manufacturing process, as well as loose gaps in the nib due to its structure, are not considered defective products.
Q
What are your opening hours?
A
Business hours: Weekdays 10:00-18:00 (Japan time)
*Saturdays, Sundays, and public holidays are not included in business days.
Submissions received within business hours will be counted as the date of receipt.
Regarding Support
Q
I want to replace the ink
A
For customers outside Japan, please contact us separately via email.
■Special ink is available on our web shop.
→ Retrobank WEBSHOP
Please check the type of pen you have (long size or new style) before purchasing.
Please be careful not to damage, injure yourself, or lose parts when replacing.
We sincerely apologize, but we cannot take responsibility.
◆ For the new style (thick shaft), the shaft is hard and it is difficult to change the lead.
Please send the pen itself, a 140 yen stamped reply envelope (up to two), and 85 yen stamps for replacement refills to our office.
We will replace the cartridge with a new one and send it back to you.
(If you are replacing the item yourself, please be careful to avoid damage or injury.)
Q
I want to buy pen parts
A
For customers outside Japan, please contact us separately via email.
We sell floating pen parts.
Please purchase from the RetroBank WEBSHOP .
Colored shaft parts for long size (shaft and top part set)
You can customize your floating pen to your liking.
Q
Is this pen genuine?
A
Floating pens manufactured by Eskesen in Denmark have an engraving on the product.
(MADE IN DENMARK / ESKESEN company logo)
For items that are more than 30 years old, the engraving positions may differ.
If there is anything that interests you, we will check our database and contact you.
Please feel free to contact us.