FREE EXPRESS SHIPPING 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 send it to our facility, 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 it to the brand which can take up to 20-30 business days. We will always do our best to provide the fastest shipping possible.
Check delivery date, the following appears in the products where we do not have an accurate delivery date. Once the item is purchased we will contact the manufacturer to get you an estimated time. You can also contact us before purchsing.

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.

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.

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

Feel free to contact us in any way you would prefer, we are at your service.

Yes, we offer reservations.

To save a product you must pay 40% of the total price.

Reservations can be processed via Paypal or bank transfer

Please be aware that reservation payment is non-refundable, but you will be able to use it for any other product offered. 

Yes, we are offical vendors of all our brands.

With your order you will receive the official documents and packaging as well as astamped two year international warranty.

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

Every case is analyzed internally by the brand's technical team who determine whether the repair is covered by the guarantee or not and provide a repair estimate.

Not all pens come with a converter.

You can find this information 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.

No, due to transportation regulations, shipping lighters with gas is prohibited.

PAYMENTS AND INVOICES

Iguana Sell accepts the following payment methods;

CREDIT CARDS Visa, Visa Electron, Mastercard, and Amex only for purchases online.

We are not responsible for any transaction fee or currency exchange fee your bank might charge you.

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.

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.

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.

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.

SHIPPING ORDERS

For the United States on orders over $150shipping is free*

For orders under $150, the shipping cost is $18.

This conditions apply to orders made in the US webpage for a US delivery.

Do not hesitate to contact us to recieve accurate information.

*Free shipping and shipping fees are subject to conditions. Exceptions are based on whether or not the destination address is inside the FedEx-TNT delivery zone, and if the dimensions and weight of the package exceedthe stated limits. 

We cover custom duties to the following countries:

AMERICA:

USA
MEXICO
PANAMA

EUROPE:

EU (except to Canary Islands and Isle of Man)
SWITZERLAND
UNITED KINGDOM


OCEANIA:

AUSTRALIA
NEW ZEALAND

ASIA:

PHILIPPINES
HONG KONG
JAPAN
SOUTH KOREA
MALASYA
SAUDI ARABIA
KUWAIT
SINGAPORE
TAIWAN
THAILAND
ARAB EMIRATES
QATAR


If your country is not in this list, we can refund 21% of the Spanish VAT and you will have to pay customs and import costs.

All packages are shipped with express shipping.

The delivery time is 3-5 working days.

1-2 business days for Europe

The packages that have to go through customs may suffer a slight delay that depends on the customs agents.

Keep in mind that during the special seasons such as Christmas orders may take longer than usual.

PLEASE REMEMBER THAT YOU MUST SIGN FOR THE PACKAGE.

We work FedEx Express.

You can track your package here.

Unfortunately yes.

If this happens, please contact us so we can assist you in solving this issue.

Usually, we face two scenarios:

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 border. You will be contacted by customs agents and be 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. 

Please remember that we take care of the customs duties and import taxes, so you will not be charged any extra fees. 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 it and will require us to re-send the certificate. In this case, it is the transportation company, FedEx who contacts us to solve the issue, and this might also cause some delay.

We don't currently ship APO addresses or PO boxes, with the exception of Qatar and Saudi Arabia. 

However, feel free to contact us so we can provide you with an alternative.

If your package presents any signs of being opened or manipulated, please, refuse the delivery and/or ask the courier to note down the conditions of the package in the system.

Contact us so we could help you with this situation.

CANCELLATIONS, EXCHANGES, RETURNS AND REPAIRS

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 so that we are able to process the cancellation before the products are shipped. 

Keep in mind that the special orders, upon request products and on demand pieces can’t be cancelled once we have started the procedure to get them.

If you are not sure whether your product belongs to these categories contact us.

Yes. Once you receive your product you have 30 days to return or exchange it. (counting from the date of the arrival of your package).

To get a full refund, the product must:

- Be in perfect condition,unassembled and unused.

- 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.

You can learn more about exchanges and returns here.

Yes, customers will assume the direct cost of returning the good or service.

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

Exchanges and returns made in person in our boutique will be free of charge. 

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:

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

Spain (mainland): $ 8

European Union and Baleares Islands: $ 12

United Kingdom: $ 14

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.

If you wish to exchange your product, standard shipping fees apply. Free shipping for orders over $ 150 . $ 18 for orders under $ 150.

Special orders, made upon request products and on demand pieces cannot be exchanged, returned or refunded. This includes, for example, limited edition pieces, 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.

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.

You may choose to replace it for another product or receive a full refund, which will be made within 30 days

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.

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.

What is the Iguana Sell Label Return System?

In order to guarantee an easy, economical, fast and safe return; Iguana Sell partners with FedEx to 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.

Keep in mind 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.

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.

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

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.

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