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1. General information

The general conditions of sale contained herein apply to all products and services sold exclusively through the Caran d’Ache E-Commerce website. They define the rights and obligations of the parties. Caran d’Ache reserves the right to modify at any given moment the content and form of these general conditions of sale.
Caran d’Ache SA
Chemin du Foron 19
Case postale 332 CH-1226
Tel: +41.22.869.01.01
FR 73 844 611 095
Caran d'Ache SA tax representative SAT


2. Personal data

Caran d’Ache shall respect the privacy of the personal data communicated by the customers on the E-Commerce website and shall manage the data in accordance with applicable legal obligations.
Customers’ data may be used by Caran d’Ache internal services for the following purposes:
  • For the management of orders, deliveries and billing
  • To inform the customers of sales and events by way of e-mails of invitation
  • To improve and customise the communication towards the customer, by way of sending newsletters, special offers and other e-mails.

When he first registers on the website, the customer retains the possibility of refusing the sending by Caran d’Ache of e-mails of invitation or other commercial communications. Furthermore, he may modify this setting in his account at any time.

The customer shall provide the personal information necessary to the management of his order (delivery and billing). This information shall be accurate, valid and up-to-date. The information concerning the customer’s identification and password shall be kept secret by the customer.


3. Sale process


3.1. Orders

Once the desired product has been chosen, it is placed in the “shopping cart” by clicking the button “Buy”. The customer may then continue his selection of products, modify his shopping cart or proceed with the payment of the order.
The confirmation of the order by the customer serves as acceptation of the general conditions of sale.

Once confirmed and paid, the order is firm and absolute. Therefore, no alteration by customer will be accepted afterward.

The customer will receive by e-mail a confirmation of his order.  


3.2. Price

The prices mentioned for each product on the E-Commerce website shall be understood as including all taxes*, but excluding expenses of preparation or delivery. The delivery expenses of the order shall be indicated prior to the final confirmation of the order. Caran d’Ache reserves the right to modify, without prior warning and at any moment, the prices and other fees published on the E-Commerce website.

However, the products will be billed to the customer on the basis of the tariffs in force at the moment of the confirmation of the order. The prices applicable to the customers are those valid for the country in which he will indicate a delivery address.

*With the exception of the prices of customised products suggested by the BeCome configurator, which are exclusive of taxes.

As Caran d'Ache is a company based in Switzerland, international transaction charges may be applied by your bank for purchases.

3.3. Depiction of the products

The images used on the website are not binding. Caran d’Ache shall endeavour to ensure that the products and services sold through the E-Commerce website are depicted by photographs with the highest possible accuracy.

However, due to the mode of presentation of these products on the Internet network, it is possible that the perception of the customer of the photographic depiction of the products does not exactly correspond to the products themselves. Caran d’Ache regularly updates its brand identity, in particular by changing the branding of its products and packaging. This means that the imagery displayed on the website www.carandache.com is subject to change in line with these developments at any time.
Caran d’Ache shall make every effort to ensure that the information provided is as accurate and comprehensive as possible. However, we cannot guarantee that this information is completely accurate.


3.4. Secure payments

The payment of orders is performed through a payment card or via PayPal. The payment cards accepted to date are: Visa and MasterCard. For customers requesting a delivery in Switzerland, payment by PostFinance or via Twint is also possible. The order will be considered effective upon receipt of the approval by the bank payment centres.

In accordance with applicable legislation and to ensure the security and privacy of the customers’ information, Caran d’Ache does not memorise the banking data of the customers. It is therefore up to the customer to save and print his certificate of payment if he wishes to preserve the details of the payment related to his order. The payments managed by the E-Commerce Caran d’Ache website are subject to the highest possible security standard to date: PCI DSS Certification level 1. This international norm, set up by the main market actors (MasterCard, Visa, American Express, Discover Financial Services and JCB) stipulates the security requirements for international payments:
  • Setup and management of a secured network
  • Cardholders data protection
  • Setup of a vulnerability management program
  • Application of efficient measures of access control
  • Continued surveillance and frequent network tests
  • Establishment of a privacy policy


3.5. Associated services

Except the refills and accessories (ink cartridges, inks, pocket organiser refills, etc.), the products proposed for sale on the Caran d’Ache E-Commerce* website may be gift-wrapped free of charge, along with a free gift card inscribed with a customised message. This option is not automatic and each customer is responsible for ticking the option he wants in his shopping basket before paying for his order.

For the Haute Ecriture writing instruments sold through the E-Commerce website, Caran d’Ache offers custom engraving for 20CHF ; 20€ ; 16£ ; 20$ ; 1100¥ (except on mentioned special occasions), within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).

For writing instruments sold through the E-Commerce website, Caran d’Ache offers custom engraving exclusively via the Caran d’Ache + ME configurator at a cost of:
  • 10 CHF / 10 EUR / 10 GBP (except on mentioned special occasions) on the body of the pen, within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).
  • 5 CHF / 5 EUR / 5 GBP (except on mentioned special occasions) on the white slimpack (engraving is not possible on the Brut Rosé and Goldbar slimpacks), within the limits of the technical possibilities for each given product (dimension and position of the free space, font choice, technical feasibility, etc.).

Caran d’Ache reserves the right to reject any order for personalised products and gift cards featuring wording that is considered improper, insulting or contrary to the law.

Customised products cannot be returned, exchanged or refunded.

Caran d’Ache reserves the right to modify, without prior warning and at any moment, the prices published on the E-Commerce website. However, the services will be billed to the customer on the basis of the tariffs in force when the order is confirmed.

*With the exception of products sold through the B2B BeCome configurator.


3.6 Gift card

Purchasing a gift card:

The Caran d’Ache gift card is only available in non-material format, i.e. in PDF format, that you can then download and print out. Accordingly, it can only be used on our website at www.carandache.com and cannot, therefore, be used in our stores. It must also be used in the country where it was purchased.

When purchasing a gift card, you have the possibility of personalising it by indicating the name of the sender and of the beneficiary together with a personalised message. Messages containing inappropriate language that is contrary to the law or to Caran d’Ache policy may be rejected. You cannot choose any amount you wish.

The gift card cannot be refunded, even partially, and cannot be resold or exchanged.

As the gift card is a non-material product, no postage charge will be applied to the purchase.

You cannot purchase a gift card using another promotion / promotional code.

Purchase of a gift card requires specific processing. It is therefore impossible to add other products to the basket.

You cannot order several gift cards at the same time. Again, we invite you to place a separate order.


Using a gift card:

The gift card can only be used on our website to purchase standard products; it cannot be used to purchase another gift card. It must also be used in the country where it was purchased.

The Caran d’Ache gift card is valid for one year from the date of purchase. After this, it can no longer be used on our website or be refunded. If the expiry date of the gift card is exceeded, no replacement will be issued.

The value of the gift card cannot be refunded, even partially, and the card cannot be resold or exchanged.

If a gift card is lost or stolen, it will not be refunded by Caran d’Ache.

The gift card is a payment method. To use the amount corresponding to your gift card, you must enter the code indicated on the PDF sent by e-mail and the security code. If the total cost of your order is greater than the amount on your gift card, the remaining amount must be paid using one of the other payment methods proposed You cannot use several gift cards for the same order: only one card will be accepted for payment of an order.

3.7. Delivery

Delivery fees are calculated at the end of the order process, on the basis of the delivery country, weight, volume and the tariffs of the carrier. These fees are supported by the customer if the price of the products selected within a single order amounts to less than 60 CHF in Switzerland, 60 EUR in France, Germany,Italy, Belgium, Autria and Netherlands, 50 GBP in the United Kingdom and will therefore be billed 7 CHF for Switzerland, 10 EUR for France, Germany, Italy, Belgium, Autria and Netherlands, 10 GBP for the United Kingdom.

Caran d’Ache guarantees the expedition of the products and services sold through the E-Commerce website to Switzerland, France (Metropolitan) and Corsica, Germany, Italy, the United Kingdom, Belgium, Austria and the Netherlands, and to no other country. The products and/or services will be sent to the delivery address indicated by the customer during the order process.

Starting from the order and the confirmation of payment, the times of delivery, given here on an indicative basis only, are as follows:
  • 3 to 5 working days for Switzerland
  • 8 working days for metropolitan France, Germany, Italy, United Kingdom, Belgium, Autria and Netherlands
  • 15 working days for Corsica.

Upon completion of the delivery, the bill will be available online, in the customer's account.


3.8. Guarantee

Caran d’Ache writing instruments of the Haute Ecriture are covered by a 2-year international guarantee against all material and manufacturing defects. The international gurantee covers a 2-year period after purchase. This period can be freely extended for 3 years on our website www.carandache.com (5 years guarantee overall). The Haute Ecriture writing instruments manufactured before July 2020 will retain their lifetime international guarantee (if delivered with the old instruction manual and lifetime guaranty).

Leather goods and jewellery are covered by a one-year guarantee.

The guarantee does not cover normal wear, accidental damage, damage arising from improper use or shocks, or loss. Furthermore, the guarantee does not cover leads, erasers, ink refills, or personalised decoration.

3.9. Returns, withdrawal and refund

The refills (cartridges, inks, agenda refills) as well as the customised products (engraving) cannot be returned or refunded. Upon reception of the product by the customer, he shall have a right of withdrawal to be exercised within a term of 14 days by returning the delivered product, the return expenses being supported by the customer. Only the products bought through the E-Commerce website, and returned with their protective film or individual protective package (unopened and in their original package) may be refunded.

The procedure is as follows:
  • The customer logs in on the E-Commerce website to file a return request via his customer account.
  • Once the return request has been filed, the customer completes the return slip that came with his package, indicating the number of the return request, the order number, his name and the products to be returned.
  • The customer then sends the goods back at his expense to the address indicated in the return confirmation e-mail.
  • The product must be complete, correctly protected, in its original package, with the protective film or protective package intact (unopened), along with all its accessories, manuals and documentation.
  • The product is controlled by Caran d’Ache’s internal services, which will decide whether to validate the refund, in particular by verifying that the product has been integrally returned and in a state fit to be re-commercialised, as provided by the right of withdrawal.
  • If the goods satisfy the above conditions, they may give right to a refund.
  • If the goods do not satisfy the above conditions, they will be sent back to the customer, who will not be entitled to a refund. Products cannot be exchanged.


3.10. Repairs

The customer may contact the Caran d’Ache After Sales Service using the contact form for any request for information or estimate for repair, but only for the products bought through the E-Commerce website.

Upon invitation by the Caran d’Ache After Sales Service only, the customer may be requested to send the writing instrument back to Caran d’Ache at his own expense:
  • Integrally: body, cap, writing block
  • With a duly completed guarantee certificate, dated and signed, or with a copy of the sales bill
  • With a written description of the problem encountered
  • With the exact address of the customer for the return of the product

After examination by the Caran d’Ache After sales service:
  • If the repair is not covered by the guarantee and amounts to more than 40 CHF incl., the After sales service shall provide the customer with an estimate
  • If the repair is covered by the guarantee, the product shall be automatically repaired and sent back to the client free of charge
  • If the repair is not covered by the guarantee but amounts to less than 40 CHF incl., the product shall be automatically repaired, then billed and returned to the client after payment. The delivery expenses will also be billed to the client. The necessary time to perform the repair shall be announced by the After sales service on a case-by-case basis.


4. Applicable law

The present general conditions of sale, as well as any sale to which they apply, are subject to Swiss law. Any litigation or dispute arising from or in connection with these general conditions of sale or with any sale to which they apply will be settled in accordance with Swiss law, whether the claim is based in contract or in tort or upon any other legal foundation. The application of the 1980 United Nations Convention on Contracts for the International Sale of Goods is expressly excluded.


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Swiss madeSwiss made

Our colour and writing products are manufactured in our workshops in Geneva since 1915.


Free from 60€ purchase.
Possible return under 14 days.

Secure paymentSecure payment

Visa, Mastercard, Paypal.

Customer serviceCustomer service

Monday to Friday from 10am to 7pm and Saturday from 10am to 5pm.

+41 (0) 848 558 558

(Calls from Switzerland : at local rate. Calls from abroad : at telecom provider’s international rate.)