FREE SHIPPING TO THE US ON ORDERS OVER $150.

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Frequently Asked Questions


PURCHASING PROCESS AND RESERVATIONS

In stock, 24 hours shipping or Only X units in stock, means that we currently have the following model in stock and it can be shipped out within the next business day once the order is placed. Please be aware that some fountain pens have different availabilities depending on the nib sizes, and the delivery can change upon the following.

In stock, shipping in X days means that the following product is currently located in our additional warehouse and we will need a few business days to retrieve the following product to our facility in order to process the quality control and shipping of the order.

Shipping in X business days means that the product is currently not in stock and we will have to order the following to the brand which can take up to 20-30 business days. We will always do our best to provide the fastest shipping possible.

Confirm delivery date, the following appears in the products that have a shipping wait of more than 30 business days. 

Yes, we offer reservations.

In order to process the reservation of the product we will need to receive a 40% payment of the total price of the following in order for us to order the following to the brand. The reservation can be processed via Paypal or bank transfer

Please be aware that reservation payment is non-refundable, you will be able to use the following amount to purchase any other product offered. 

If you wish to add a note or have the order gift wrapped, simply contact us and let us know.

It will be our pleasure to assist you with a purchase for your own use or for a friend, we will make sure to find the best fit for you. Feel free to contact us in any way you would prefer, we are at your service.

You may not use more than one discount code in the same order.

The system will not allow any other discounts if the following order has one applied already, during promotions such as Black Friday and such or the products that appear under “outlet” will also not accept other discounts.


PAYMENTS AND INVOICES

Iguana Sell accepts the following payment methods;

Credit cards: Visa, Visa Electron, Mastercard, and Amex only for purchases online.

Bank Transfers (only in euros)

Paypal

Cash (only in the store)

If you would like further information regarding the payment methods, click here.

Our e-commerce platform complies with the Payment Card Industry Data Security Standards that verify that we follow the most rigorous recommendations and standards in the industry to offer you a shopping experience in a private, reliable and secure environment.

If you would like further information regarding the payment methods, click here.

The payment is captured right after placing the order.

The payments that are processed via Paypal will be immediate.

The payments processed via credit card or bank transfer can take up to 1-2 business days. 

If you would like further information regarding the payment methods, click here.

In order to request an invoice for your order please send us an email to info@iguanasell.com with the details necessary to process the invoice and we will provide it to you.

The ECO-Ticket is the ticket for your order in digital format, which can be consulted in PDF and replaces for all purposes the paper ticket that was included so far in your online order. The ECO-ticket is the bet to minimize the impact on the environment and reduce paper consumption.


SHIPPING ORDERS

Iguana Sell customers from the US Iguana enjoy free shipping for the United States on orders over $150. For orders under $150, the shipping cost will be $18.

In case you place an order from any other Iguana Sell online store, please note that the conditions may vary. Do not hesitate to contact us for receiving accurate information.

We cover custom duties to the following countries so the price you pay is the final price of the product delivered at your door. click on the continent to see the countries included:

NORTH AMÉRICA 

USA

Mexico

AUSTRALIA AND SOUTH PACIFIC

Australia

New Zealand

Philippines

EUROPE

European Union countries

Switzerland

ASIA

Hong Kong

Japan

Korea

Kuwait

Malaysia

Saudi Arabia

Singapore

South Korea

Taiwan

Thailand

UAE

Qatar


If your country is not in this listing, then we don't cover the customs. In this case, we will refund 21% of the Spanish VAT and you will have to satisfy the customs and import costs.

All packages are shipped with express shipping.

The delivery time is:

1-2 business days for Europe

3-5 working days for the rest of the world.

The packages that have to go through customs may suffer a slight delay that depends on the customs agents. Also, please mind that during the festive season such as Christmas, sales... orders may take longer than usual.

For orders inside of Spain we work with TNT.

For any other location either in Europe or the world we will use Fedex

If your package has been shipped with TNT, you can track it here

If your package has been shipped with Fedex, you can track it here 

Yes. If this happens, please contact us so we can solve any issue.

Usually, we face two scenarios that:

1. If the destination of your package is the U.S.A and the order value is over $2.500USD, your package will need to complete the clearance at the USA Customs. You will be contacted by customs agents and requested to fulfill certain informations for the U.S Custom & Border Protection according to the form 5106.

Here you can download the form to start preparing the information needed and be able to speed up the process. 

Also, please remember that we take care of the customs duties and import taxes, so you will not be charged any extras. Although, this may delay the estimated time of arrival of your order.

2. If you have ordered a fountain pen that includes a cartridge or ink, we include inside the package a TSCA certificate that guarantees the lack of toxic substances. Despite this, sometimes the customs agents can't access to it and will require us to re-send the certificate. In this case, it is the transportation company, FedEx who contacts us in order to solve the issue, and this can also cause some delay.


If your order has not been shipped, please contact us as soon as possible to change the delivery address  If your package has already been shipped, changing the delivery address is an extra charge from the courier company. For more information and to modify the delivery address, contact us

We don't currently ship APO address, sorry. However, please feel free to contact us so we can provide you with alternatives to receive the product.

We do not ship to PO boxes with the exception of Qatar and Saudi Arabia. 


WARRANTY AND PACKAGING

Iguana Sell is the official vendors of all the brand  that you are able to locate in our website.

You will receive the following order with all of the official documents, packaging as well as international warranty for two years stamped.

All Iguana Sell products have a guarantee of at least two years.

The warranty does not cover damage caused by use, watch straps or bracelets, and watch batteries.

In each case, it is the technical service of each house that determines whether the repair is covered by the guarantee or not and the repair budget.

You can check this in the product description. If the fountain pen of your interest does not include a converter, you can always contact us to include it in your order.

Due to transportation regulations, shipping lighters with gas is prohibited.

As an authorized distributor of all the brands we sell, we work with the official workshops and technical services of each brand. 

In each case, it is the technical service of each brand who determines whether or not the repair is covered by the warranty, and the estimated cost. The warranty does not cover damage caused by use, nor straps, bracelets or watch batteries.

If you want to repair your piece, we can manage the process, from which are derived, depending on the case, shipping and handling costs, in addition to the price determined by the brand for the repair in case the piece is not under warranty.

Iguana Sell assumes the cost of shipping the repaired part from our offices to the customer, if the product is within the warranty period. The cost of shipping the part to repair shall be covered by the customer according to the rates detailed below.

Regarding the handling fee:

1. If your product is under warranty, we will manage its repair free of charge with the official house. You will only have to pay the costs to send us the piece, according to the applicable rates; and the cost of the repair in case it is not covered by the warranty. The cost of shipping the repaired part is borne by Iguana Sell.

Return cost of the product (to Iguana Sell):

Spain: 8 $ 

European Union and Islas Baleares: 12 $

United Kingdom: 14$

United States, Canary Islands, Ceuta and Melilla: 18 $

Australia and New Zealand: 23 $

Rest of the world: Request

All rates may be increased if the destination address is outside the FedEx delivery zone.

2. If your product is not under warranty, you will be responsible for the cost of returning the part to be repaired and the cost of shipping the repaired part, according to the applicable rates, in addition to the cost of the repair as determined by the official repair house.

Shipping costs of the repaired part (from Iguana Sell):

Spain (mainland): 8 $

European Union and Islas Baleares: 12 $

United Kingdom: 14$

United States, Canary Islands, Ceuta and Melilla: 18 $

Australia and New Zealand: 23 $

Rest of the world: Request

3. If the product wasn’t bought at Iguana Sell, we do not offer this service.


CHANGE, RETURNS AND CANCELLATIONS

If your order hasn’t been shipped yet, you can cancel it for free. Please, let us know as soon as possible by sending us an email at info@iguanasell.com in order to be able to process the cancellation before the products are shipped. 

Please mind that the special orders, bespoke products and on demand pieces can’t be cancelled once we have started the procedure to get them. If you hesitate whether your product belongs to these categories, please read the section “Which products are non-returnable and non-refundable?” or contact us.

Sure! In order to get a full refund, the product must:

- Be in perfect condition,unassembled and unused. Must show no visible marks of use.

- Have the original packaging

- Include its official documentation and accessories.

If these requirements are not met, the reimbursement cannot be made in full as the customer will have to bear the financial consequences of the depreciation of the product.

In the following sections you will find information about return times, cost, how to proceed, refunds and exceptions for non-returnable products.

If you believe that the product you have received does not correspond to the one you purchased, or that it has a manufacturing defect, please contact us at info@iguanasell.com so that we can assess the most appropriate solution. 

As long as the product has not been used, we will provide you with a shipping label that will allow you to return your defective product free of charge. In other words, Iguana Sell will cover the cost of those products that have been shipped in the wrong way or in defective conditions.

You may choose to replace it with the same or another brand new item in perfect condition, or receive a full refund, which will be made within 30 days of receipt. 

If the product is damaged due to misuse, regardless of the deadline, it cannot be replaced or exchanged. It would only be possible to repair it, under the conditions established in the Warranty and Packaging section.

You have 30 days to return or exchange your product, counting from the date of purchase (for purchases in our boutique) or from the arrival of your package, in case you have placed your order online.

To facilitate your Christmas shopping, orders placed after November 15th have an extended return period until January 15th.


As stated in the General Law for the Defense of Consumers and Users, customers will assume the direct cost of returning the good or service.

Therefore, exchanges and returns that are made in person in our boutique will be free of charge. 

However, the customer will cover the cost in concept of transport that derives from the remote return process.

To facilitate this procedure, Iguana Sell in collaboration with FedEx-TNT has an easy, fast and secure returns service, whose discounted rates are presented in the table below:

Spain (mainland): 8 $ 

European Union and Baleares Islands: 12 $

United Kingdom: 14$

United States, Canary Islands, Ceuta and Melilla: 18 $

Australia and New Zealand: 23 $

Rest of the world: Request

All rates may be increased if the destination address is outside the FedEx-TNT delivery zone.

Iguana Sell will cover the cost of those products that have been shipped in defective conditions.

Free shipping for orders over 150$ . The sipping cost for orders to USA under 150$ is 18$.

Special orders, bespoke products and on demand pieces cannot be exchanged, returned or refunded. This includes, for example, limited edition pieces where a particular serial number has been requested, products that have been engraved, or products manufactured exclusively at the customer's request.

Along these lines, smartwatches must be returned unpaired with any other device, unregistered and set to factory defaults.If the smartwatch has been registered or used, the purchase price will not be refunded in full.

If you have questions about whether your product is special order, custom or made to order, please feel free to contact us.

There are two options:

1. Delivering the product to our boutique free of charge.

2. Sending us the product through Iguana Sell's Label Return System or through the service of your choice.Please note that if you choose to ship the package yourself, without using the label, Iguana Sell will not be responsible for the cost, damage or loss of the package.

What is the Iguana Sell Label Return System?

In order to guarantee an easy, economical, fast and safe return; Iguana Sell together with FedEX offer you a special pricing system that in only three steps will allow you to send us the product.

1º. Send us an email to info@iguanasell.com to inform us that you wish to return or exchange your product. We will reply within 48 working hours to send you the return label.

2º. Print the label and place it in a visible place on the package that completely protects the product to be returned.

3º. Deliver the package to a FedEx pick-up point or request home pick-up.

Please note that if you choose to ship the package yourself, without using the label, Iguana Sell will not be responsible for the cost, damage or loss of the package.

Once we receive the product in our offices, we will check the status of the product to proceed with the full refund of the amount, according to the payment method chosen at the time of purchase.

Please note that we aim to make the refund within 2 days after the reception of the product, although depending on the amount of orders and returns this procedure may take up to 7 working days.

Similarly, the receipt of the amount in your account ultimately depends on your bank.

In any case, you will be notified when we make the refund.


REFUND

The refund will be processed in the same method of payment used to process the purchase. 

As soon as we verify the status of the returned items, we will proceed with the refund of your order. We aim to do it within 2 days after having received the product. Nonetheless, please allow up to 7 working days for the refund to be done.

Once the refund is ordered, the terms depend on the form of payment:

Payments made with PayPal:you will receive a refund the same day

Payments made with cards: you will receive a refund within 2-5 business days depending on your bank

Payments made by bank transfer: you will receive the refund within 2-5 working days depending on your bank.

Place your order with full confidence!.

The shipping time of this product must be confirmed with the brand. Fill in the form below if you want us to confirm you the estimated delivery date.
 
 
 
★ Our Reviews

Let customers speak for us

1217 reviews
85%
(1037)
7%
(89)
3%
(38)
1%
(18)
3%
(35)
Great pen

Very nice shipping and the included ink was a nice. Pen is all i expected. The Iguanasell did a fine job in packaging and shipping.

Luminox Watch

Love the watch! It is everything i wanted and just as shown.It was a bit of a long delivery due to severe weather and item was on backorder but staff reached out to me through the whole process and was extremely helpful and professional.

Aurora Caleidoscopio Luca Rose - Fine

This is a beautiful pen and writes nicely. A lot more feedback than a Pelikan, more like a Sailor or Pilot, albeit this is a European fine nib, which is closer to a Japanese Medium.

It feels well made and the Auroloide resin is amazing to look at. The photos look good, but don't do it justice.

The customer service from Iguana Sell was excellent. When I received my order confirmation, it included a picture of the pen ordered and I realised that I had managed to order the wrong colour. I contacted Iguana Sell and they corrected the order for me and double checked that it was now correct.

The pen was sent quickly, although FedEx managed to take a bit longer. However, I can't hold Iguana Sell at fault for what FedEx do once the pen has arrived at their UK depot.

I will certainly buy from Iguana Sell again.

Stunning pen

This pen is absolutely gorgeous! I purchased it as a gift and it arrived a week earlier than estimated. Very happy 😊

Namiki Tradition

Beautiful pen, quite expensive, but feels great and very elegant, so much more interesting than standard coloured pens.