• FREE ENGRAVING UNTIL MAY 30, 2021 INCLUDED ON OUR HAUTE-ECRITURE COLLECTIONS. READ MORE

  • FREE GIFT CARD AND GIFT WRAP. FREE DELIVERY ON ORDERS OVER 60€.

FAQ

 
 

1. Registration / Account Management

 

 

a. How do I set up my account?


You need to set up an account on the Caran d’Ache e-boutique before you can place orders. This allows you to manage your personal information, consult your order history and track your orders. Access the “Setting up an account” section. Complete the required fields then confirm. You will then receive an account creation confirmation message, reminding you of your username and password. You may change your personal data at any time via your customer space directly.

 

b. How do I connect to my account?


Click on the “Connect” tab at the top right of your Caran d’Ache home page, enter your e-mail address and your password then confirm.

 

c. How do I change or delete my personal data?


When you log in to your account, you can change your personal data. You may also delete your account by completing the Contact form and requesting to delete your account. Your personal information is used exclusively to process orders and is not sent to third parties.

 

d. What should I do if I have forgotten my password?


If you forget your password, you may ask for it to be sent to your email address from the "My account" page.

 

e. How do I subscribe/unsubscribe to the Caran d'Ache newsletter?


When you set up your account, you can tick the box, which validates your subscription to the newsletter. You can also enter your email address in the space provided for this purpose at the bottom of the page. If you wish to unsubscribe and no longer receive our news, you can simply untick "Subscribe to the newsletter" on the My account > my personal information page.

 

f. What are the General Terms and Conditions of Sale?


You can find our General Terms and Conditions of Sale using this link.


 

2. Manufacture of our products


 

a. What are the special features of Caran d'Ache products?


Caran d'Ache is Switzerland's sole manufacturer of pencils, fine-arts materials and luxury Writing Instruments, and the symbol of technical excellence, precision, reliability and innovation. Made in workshops in Geneva since 1915, each design combines expertise, superior quality and recognised know-how. Elegance, refinement and creativity for outstanding products to give you a unique drawing, painting and writing experience.

 

b. How are the Caran d'Ache products made?


All our Fine Arts and Writing Instruments products are made in our manufacture in Geneva, Switzerland and meet all legal requirements to benefit from the “Swiss made” certification, except from our Accessories including the Sharpening Machines and leather accessories. Throughout the production process, many controls are carried out to ensure writing comfort, quality and style for each Caran d'Ache product.

 

c. What are the quality assurances?


Our products are developed, manufactured* and controlled at every stage of production in our workshops in Geneva in compliance with Swiss and international standards and legislations. The CE standard EN71, which certifies all the products in the 'Hobbies' range, guarantees safe use for children.

* with the exception of certain products.

 

d. What are the health risks ?


Use of animal wax:

Only the graphite leads contain a small amount of tallow, animal fat extract, while some NEOCOLOR items contain beeswax. However, all products respect quality and safety standards and are not dangerous for users.
 

Use of our products as body paint:

NEOCOLOR® II water-soluble wax pastels bear the symbol CE, which means the product complies with the European regulations of the ‘Toy Safety’ Directive 2009/48/CEE and EN 71 Harmonised Standards. Caran d’Ache donot recommend the use of NEOCOLOR® II on the body (this use does not appear in any brochure or leaflet from Caran d’Ache). This product has not been manufactured for cosmetic use and has not been dermatologically tested. NEOCOLOR® II pastels are intended for painting on paper or other surfaces (card, stone, glass, etc.).


 

3. Your writing instrument


 

a. How do I choose the nib size of my fountain pen?


Measurements should be taken directly on your body.

• If you prefer very fine writing, choose the nib extra fine (EF). Its rounded tip ensures writing comfort whatever the position of your hand.
• If you like fine writing, choose the nib Fine (F). Its rounded tip ensures writing comfort whatever the position of your hand.
• If you prefer average sized writing, choose the nib Medium (M).
• If you prefer average sized writing, choose the nib Medium (OM). The oblique finish increases the sensation of sliding.
• If you like thick lines when you write, choose the nib Broad (B).
• If you like thick lines when you write, choose the nib Broad (OB). The oblique finish increases the sensation of sliding.

 

b. With which ink, cartridge or lead is delivered my Writing Instrument?


For the ECRITURE range

Our 849 and Alchemix ballpoint pens are supplied with a medium (M) blue Goliath cartridge*.
Our 849 fountain pens are supplied with a blue ink fountain pen cartridge.
Our 888 Infinite® ballpoint pens are supplied with a blue Swissride cartridge.
Our Fixpencil mechanical pencils are supplied with graphite leads, Ø 2 mm and 3 mm.

* EXCEPT IN CERTAIN CASES. For more information, refer to the corresponding product sheet.
 

For the HAUTE ECRITURE range

Our Ecridor, Léman, Léman Slim, Madison, RNX and Varius ballpoint pens are supplied with a medium (M) black Goliath cartridge.
Our Ecridor, Léman, Léman Slim, Madison, RNX and Varius roller pens are supplied with a fine (F) black roller cartridge.
Our Ecridor, Léman, Léman Slim, Madison, RNX and Varius fountain pens are supplied with a blue ink fountain pen cartridge + an ink pump.
Our Ecridor, Léman, Léman Slim, Madison, RNX and Varius mechanical pencils are supplied with graphite leads, Ø 0.7 mm.

 

c. How do I choose a refill for my pen?


Most of our Caran d’Ache writing instruments are rechargeable. To find the suitable refill, refer to the technical description on the product sheet relating to your instrument.

 

d. How do I change my refill?

 

For the 849, Ecridor and Varius ballpoint pen range:

1. Unscrew the button.
2. Remove the empty ink cartridge.
3. Insert the new cartridge. The spring must be repositioned correctly (the thin side of the spring must be placed on the lead side).
4. Screw the button back into place. Important information: the writing block (the lower screw section of your fountain pen or roller pen) and the cap must not be swapped, even on writing instruments in the same range.


For the Léman range :

Refer to the instruction manual supplied with your Haute Écriture instrument.

 

e. How do I clean and maintain my writing instrument?
 

The details and maintenance advice vary according to the materials and composition of your writing instrument. You can clean and maintain your pen according to the instructions given in the owner’s Guide for Writing Instruments, the most important being not to use aggressive products and to respect the stages for dismantling and assembling the pen.

 

f. Can I personalise my Writing Instrument?


You can have your Writing Instrument engraved, provided it is technically possible for that specific product. Engraving is offered for CHF 19.- / € 15.- / £ 12.-, except on mentioned special occasions. You may choose your own font and type of engraving. The products from the Office Line (Alchemix and 849 collections), as well as some products from the standard collections cannot be engraved.

Please note that engraved or personalised Caran d'Ache products cannot be exchanged or refunded.

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


 

4. Our Caran d’Ache + Me products


 

a. What is “Caran d’Ache + ME”?


Caran d’Ache + ME is the Caran d’Ache customisation project. It enables you to become a designer in your own right by giving your 849 ballpoint pen your own unique personal touch.

 

b. Where can I customise my 849 ballpoint pen?


The Caran d’Ache + ME concept is (currently) only available via our online store at www.carandache.com (with the exception of the American e-boutique) and in our Caran d’Ache stores in Geneva, Lausanne, Zurich, Berlin, Tokyo and Seoul.

 

c. What customisation options are available?


With Caran d’Ache + ME, you can:
- choose the colour of body of your 849 ballpoint pen from a list of different colours
- choose the colour of the clip from a list of different colours
- choose the colour of the button from a list of different colours
- choose the colour and size of the refill from a list
- Personalise* the body of the pen and the pack (white only) with an engraving: a name, a message etc.

* Caran d’Ache reserves the right to refuse any product order with personalisation content including inappropriate, insulting or unlawful terms or remarks.

Furthermore, the options available in each point of sale may vary due to the technical constraints specific to each market.

 

d. Can I choose a different colour from those suggested by the configurator?


The colours must be chosen from the list provided by the configurator. It is therefore impossible to ask for a specific colour of your choice. Are you a company wishing to offer your customers, partners or employees personalised gifts? Visit our Business gifts page.

 

e. Why can I not engrave a brut rosé or goldbar coloured slim pack?


Unfortunately, the brut rosé and goldbar coloured slim packs cannot be engraved for technical reasons, as the specific coating on their surface prevents engraving.

 

f. I would like to have a different emoji engraved from those proposed. Is this possible?


Unfortunately, it is not possible to have different emojis engraved from those proposed by the configurator for technical reasons.

 

g. If I do not like the Caran d’Ache + ME product, can I return it?


As stated in our General Terms and Conditions of sale, personalised products can be neither returned nor exchanged.

 

h. The product that I received does not correspond to the product I ordered. What do I do?


As stated in our General Terms and Conditions of sale, the images used on the website are not binding. We undertake to make every effort to ensure that the photographic representation of the products and services sold on the website reflect reality as faithfully as possible.

In light of the means used to present these products online (browser, screen quality, etc.), it is nevertheless possible that the customer’s perception of the photographic representation of the products does not match the products themselves exactly.

However, if you find that we have made an error on the product received (for example an engraving error, etc.) or if the product is faulty (for example the ink cartridge does not work, etc.), please contact our after-sales service using this contact form

 

i. Can I buy spare parts?


We do not sell spare parts. In the event of a problem with your Caran d’Ache + ME writing instrument, please contact our after-sales service using this contact form.


 

5. Your colour products


 

a. What are the special features of the colours


All Caran d’Ache's colour products are made in our workshops in Geneva. They are the result of our expertise and carefully selected raw materials and pigments. The production of high-quality pencils, pastels and other products offers a unique interaction with the paper and original creative experiences. There are around fifteen main stages from the Californian or Swiss wooden planks via the pigments to the final pencil.

 

b. What colour classification system does we use?


Each collection has its own colour chart, but if we group all the colours used at Caran d’Ache, there are as many as 400 different shades.

 

c. What are our leads made of? 


The pencil leads are primarily made from three materials: pigments, binding agents and fillers.

 

d. What are the different graphite lead grades?


The higher the 'B' grade, the higher the graphite content. The higher the 'H' grade, the higher the clay content:

• B for Black
• H for Hard
• 9B for very soft and black
• 4H for very hard and light
• HB for drawing and writing
• F for Firm (robust)

 

e. What makes a pencil or pastel water-soluble?


The composition of the binders determines the permanent or water-soluble nature of the lead. Initially the pigments aren't soluble, it is the wax that enables the colour to disperse upon contact with water.

 

f. How water-soluble products can be used ?


Our water-soluble products can be used in different ways according to the desired result. Dipping the water-soluble lead directly into water is one possible technique. However, indirect application using a medium or palette is recommended to guarantee the lead's durability.

 

g. What medium or paper should I choose for my artwork?


You should choose a quality pH-neutral, acid-free medium to ensure the longevity of the artworks. For dry use and precise details, choose fine, smooth drawing paper. For watercolours, choose an absorbent paper weighing at least 200 grams per square metre. For artwork using pastels, choose a rough tinted paper.

 

h. Can I purchase the colour products individually?


Caran d’Ache colour products are only available individually in certain points of sale. You can find all our points of sale in the Store Locator tab. It is not possible at present to order parts individually via our e-commerce website.

 

i. What is the lightfastness certification?

 

ASTM D-6901 – Lightfastness I :

 

At the request of the Colored Pencil Society of America (CPSA), the American Society for Testing and Material has developed standard ASTM D-6901 to determine the lightfast level of a colour pencil. With Luminance 6901, Caran d’Ache is the only brand to offer a set of 100 colours with 80 colours classified in the best category (Lightfastness I) under standard ASTM D-6901. Every shade has been formulated using finely ground pigments chosen for their purity, intensity and resistance to UV.


 

6. The online store


 

a. What products are sold online?


Caran d’Ache makes every effort to provide the widest possible assortment of models on its website at www.carandache.com. Our products are generally available as our website is updated on a regular basis.

Certain products sold in our stores or by our retailers may not yet be available on our website, and vice versa. Online availability of articles may vary according to stocks. If, however, the item is not in stock preventing us from honouring your order or delaying it, we will inform you by email as soon as possible. To do this, simply enter your e-mail address by clicking on the “Inform me of availability” button.

 

b. How to find an item on the e-boutique ?


If you are looking for a specific item, you can carry out a search using the name of the model, the colour or the collection to which it belongs. You can also find all our items via the product categories using the drop-down menu that can be accessed at the top of the site's pages.

 

c. How do I order from the e-boutique?


You can add an article to your basket at any time. Caran d’Ache invites you to complete your order by adding an additional product from the range or a holder. Once you have chosen your products, click on "Finish". At this point, you must log in to your customer space. If you are making your first purchase on our website, you must create your customer account.

Please then enter your shipping and invoicing addresses. For any purchase via our website www.carandache.com, you must acknowledge that you are familiar with our General Terms and Conditions of sale by ticking the box provided for this purpose.

Once your order is complete, you can click on “Proceed to checkout” and choose your method of payment. Complete the fields required then confirm. You will then receive an order summary.

 

d. How is my order delivered?


Once the order has been confirmed and payment made, you will receive a confirmation message informing you that your order has been processed.
 

Delivery points and times:

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.

For deliveries outside the above-mentioned areas, please refer to our points of sale.
 

Delivery costs:

For deliveries to Switzerland, delivery is free for purchases of CHF 60 and above, otherwise they are invoiced at CHF 7.
For deliveries to Germany, France (Metropolitan), Italy, Belgium, Austria and the Netherlands, delivery is free for purchases of €60 and above, otherwise they are invoiced at €10.
For deliveries to the United Kingdom, delivery is free for purchases of £50 and above, otherwise they are invoiced at £10.

 

e. How can I track my order?


On your account, under "My orders", click on the order that you wish to track.
 

Are you absent at the time of delivery?

If you live in Switzerland and your order exceeds CHF 300, our transporter, Swiss Post, delivers your parcel in exchange for a signature. If you are out, the courier will leave you a card. You may then request another delivery at the post office near your home

If you live in mainland France, Germany, Italy, the United Kingdom, Austria, Belgium or the Netherlands, our transporter, GLS, will make every effort to find a reliable third party (caretaker, neighbour, etc.) willing to take reception of your parcel in exchange for a signature. If your parcel cannot be delivered to you or a neighbour, GLS will deliver your parcel to a Point Relais® (subject to availability of our partner). If we are not able to deliver your parcel to a Point Relais®, GLS will automatically return the parcel to the nearest depot in order to organise a second delivery attempt. If the second delivery attempt is also unsuccessful, the parcel will be returned to the sender after a storage period of seven working days.

 

f. How do I have a gift delivered?


You have the option of entering a different delivery address from the invoicing address so that the gift is delivered directly to the person of your choice. NB: With regard to customs duties, the country of delivery must be the same as the country of invoice. For premium-quality gifts, you can choose for your product to be delivered gift-wrapped with a personalised message (only available for certain products). NB: 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.

 

g. Quels sont les modes de paiement acceptés ?


Purchases are paid for by credit card or Paypal. Swiss customers alone have the possibility of paying by means of Poste Finance card, Twint or by invoice with Swissbilling. Visa and MasterCard are accepted as well as the Post Finance card for Swiss customers.
To select the method of payment of your choice, complete your order then click on “Proceed to checkout” and select the desired method of payment.
You can then enter the required fields and confirm your payment. You will then receive a message summarising the order and confirming payment.

 

h. How is my online payment made secure?


The payments made on Caran d'Ache's e-commerce site are made secure by the certified PCI DSS level 1 system. To date, this is the system, which offers the highest level of security.

More information on the General Terms and Conditions of Sale. Caran d'Ache does not record any bank data.

 

i. How can I contact Customer Services?


To contact our customer service, simply complete the contact form.

 

j. Where can I find a point of sale ?


Here you can find our points of sale.


 

7. Repairing and returning your products


 

a. What does the international guarantee mean?



The duration and the scope of the guarantee vary in relation to your Caran d'Ache product. The certificate of guarantee delivered with your purchase gives you further details. 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, and damage arising from improper use or shocks, or loss. Furthermore, the guarantee does not cover leads, erasers, ink refills, or personalised decoration.

 

b. Can I purchase a product individually?


Caran d’Ache does not sell spare parts.

 

c. What is the deadline for returning a purchase?


You have a period of fourteen days to return the delivered product, the return costs being at your own expense.

 

d. What is the return procedure for a product purchased in a physical store?


Please contact the store where you made your purchase.

 

e. What is the return procedure for a product purchased online?


Please refer to one of the two options below in order to follow the returns procedure relating to your situation:
 

• You have changed your mind about purchasing a product:

You can ask to return your product via your customer account directly. A confirmation e-mail will inform you of the procedure to follow in order to return your product. The product must be complete, correctly stored in its original packaging with the film or individual protective packaging fully intact (unopened) together with any accessories, instructions for use and accompanying documents. The product must be accompanied by the return request number provided at the previous stage as well as a copy of the sales invoice. With the exception of German customers, please note that you are required to pay the return shipping costs. If we are responsible for the anomaly, we will subsequently refund you the shipping costs.
 

• Your product is faulty or damaged:

You can declare the product faulty or damaged via your customer account directly by accessing the “Return my order” section. Ask to return your product.
A confirmation e-mail will inform you of the procedure to follow in order to return your product. If you require any information or a repair quote concerning only those products purchased via the e-boutique, you can contact our after-sales service by e-mail by completing the contact form.
Upon invitation of the Caran d’Ache after-sales service only, you can send us the entire writing instrument (body, cap, writing block) together with a duly completed, signed and dated warranty certificate or a copy of the sales invoice. A description of the problem encountered must also be included with the product together with your exact address for us to return it to you. Once the Caran d’Ache after-sales service has examined the product, the customer service department will issue a quote if the repair is not covered by the warranty and exceeds a total cost of CHF 40 CHF incl. tax. If it is covered by the warranty, your product will automatically be repaired and returned to you free of charge.
Finally, if the repair is not covered by the warranty but does not exceed CHF 40 incl. tax, your product will automatically be repaired then invoiced and returned to you after payment with all shipping costs at your expense.


 

8. What are the repair costs?



The cost of any repair depends on the condition of the product. Accordingly, all products must first be analysed by our after-sales service.
Please note that only the following products can be repaired by our teams:
• writing instruments (Office and Haute Ecriture)
• sharpening machines
• lighters NB: colour products cannot be repaired.


 

9. To what address should I return my purchase?



The address to return products is as follows:

Caran d’Ache SA
After-Sales Service - Repairs
Chemin du Foron 19
CH-1226 Thônex – Geneva
Switzerland

Swiss madeSwiss made

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

DeliveryDelivery

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

INFO COVID-19: Returns extended to 30 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.)

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