To submit a pen for repair please click the Repair Form button below and complete all fields marked with an orange asterisk. We only repair pens sent in from the USA.
Once you have completed the form, please print a copy and send together with your pen/pens for repair to the address below.
Coles of London
8510 McAlpine Park Drive, Suite 107
Charlotte, NC 28211
Frequently Asked Questions:
How long will it take to repair my pen?
We always aim to return your pen as quickly possible. However please allow up to 10 weeks for us to repair and return your pen. Your pen will be sent to Italy where they will not only repair any defects, but also service and polish your pen.
How much do repairs cost?
Coles of London has a $35 per pen repair fee for any repairs needed that are not covered by the warranty. Additionally, there will be a $15 shipping and handling fee for all pens Coles of London receives. Any additional costs may occur depending on the nature of the problem, which is at the discretion of Visconti, Italy. For example, if a damaged nib is irreparable, you may be charged the cost of a replacement nib. Please note: you will not be charged more than the initial $35 repair fee (+$15 S&H fee) without Coles of London obtaining your consent.
What does the Visconti warranty cover?
The warranty ranges from 2 years to lifetime, depending on the pen purchased. The Visconti warranty covers all manufacturer defects. If it is a clear case of misuse (i.e. the pen has been dropped and the cap or body has cracked), there may additional charges at the discretion of the manufacturer. Please always include a copy of the sales receipt with each repair to ensure coverage under warranty.
When will I be notified of additional charges, if any?
Once Visconti has repaired your pen, it is then returned to our office in North Carolina where we carry out our own inspection. If Visconti has charged an additional repair fee, we will contact you immediately to receive payment before the pen is shipped back to you.
How does the repair process work?
As soon as your pen arrives at our warehouse in North Carolina, our repair technician will assess to see if the repair can be completed in house. If so, he will complete the repair, and we will process your payment and paperwork. Your repaired pen will ship back to you within a couple weeks.
If we are unable to repair the pen in North Carolina your pen will be sent to Visconti in Italy. Please allow up to 10 weeks for your pen repair.
Will someone contact me when my pen is received?
We will only contact you if additional costs are applicable. Otherwise your pen will be shipped to you as soon as we receive it back from Italy. If you would like confirmation of receipt of your pen, please contact our office for confirmation.
How often are repairs shipped to Italy?
A shipment of repairs is sent to Italy every 2 weeks. Repairs are not sent at the end of July or throughout the month of August, as the factory in Italy is closed.
How should I ship my pen and what kind of packaging should I use?
We strongly recommend that you pack your pen in a box with protective wrapping around your pen (i.e. bubble wrap or craft paper). Please do not send your pen in its gift box. We are not responsible for lost or misplaced pen boxes. We also suggest you ship your pen via UPS or FedEx so that you can track and confirm delivery. We are not responsible for pens lost in transit to our office.
If Visconti cannot repair my pen, what will happen?
If Visconti cannot repair your pen, or if the pen model has been discontinued, we will contact you with replacement options.
What if I lost the logo coin on the top of my cap? Is this considered a repair?
You do not need to send your pen in for repair if this happens. The logo coin is magnetized to the cap. This is called My Pen System. This system allows you to personalize your pen by changing the logo coin out for initials, semi-precious stones, or zodiac signs. If you have lost the logo coin for your pen, please call or email our office, and we will be happy to work with you to arrange a replacement.
Why is my Homo Sapiens pen fading and the trim's tarnishing?
Because of the porous quality of the lava, your pen may lose its opaque, black color after some use, returning to its natural gray color. To return your pen to its original black color, you simply need to rub a small amount of moisturizing hand cream on the pen.
Because the trims are solid bronze, the natural oxidation process will occur after some time, giving the metal a vintage-like patina. If you would like to remove this effect, you are provided with a bronze polishing cloth to buff the trims back to their original luster. If this issue persists, you may use a small amount of brass polish on the metal. Please take care to avoid the lava material.