ExclusivePen.eu Arvostelua 

Vastaus yritykseltä ExclusivePen.eu

20.8.2026

Dear Mr. Klapcic.

We are sorry to hear that you are disappointed with the appearance of the engraving on your Parker Sonnet.

We would, however, like to clarify a few points regarding the engraving service. Our website includes photographs showing examples of our engraving, and the engraving information also explains that the resulting colour of the engraving cannot be selected or changed. The final appearance is determined by the material and finish of the particular pen.

We have engraved thousands of writing instruments for customers over the years and always do our best to achieve a high-quality result appropriate for each product. At the same time, personal preferences regarding the size, visibility or contrast of an engraving can differ considerably. If a customer has a specific requirement or is unsure how an engraving may look on a particular pen, we are always happy to provide additional information before the order is placed.

Unfortunately, once a pen has been permanently personalised with a customer's requested text, it cannot be returned to its original condition or sold to another customer, which is why we are unable to simply replace the engraved pen.

We are genuinely sorry that the final appearance was not what you personally expected. It was certainly never our intention to mislead you, and we regret that despite our explanations we were unable to reach a resolution that you were satisfied with.

Thank you for understanding.

Exclusive Pen team

Vastaus yritykseltä ExclusivePen.eu

20.8.2026

Dear Cindy.

We are deeply sorry that your package was not delivered on time. This kind of situation with a huge delay, even when shipping to Australia, is not common at all so we investigated what happened since the package left our store in time.

We were told by the carrier (Postal Service) that there has been some changes made in the processing of the overseas packages from 1st of July 2026. These changes were affecting the delivery times of the packages.

At the moment I can see that both of your orders are successfuly delivered to you.

We are really sorry for the delayed delivey and we apologise for the inconvenience.

Thank you very much for understanding.

Exclusive Pen team

Vastaus yritykseltä ExclusivePen.eu

Päivitetty 20.8.2026

UPDATE:

Dear Iva.

After investigation we have found out that there has been a delay in delivery on the DHL Express side. Since the delivery address was in the remote area, DHL had to handover the package to the local post office and that is the reason it was not delivered within the advertised timeframe but later.

As an apology we have refunded the amount of 16,30€ for the DHL Express shipping. At the same time we have filed a complaint to DHL Express since this kind of situation is unacceptable.

Thank you very much for understanding and your patience and we apologise for the inconvenience.

Exclusive Pen team

_______________________________

Dear Iva.

Thank you for your review.
From the tracking I can see your order has been delivered on time on Thursday July 9th at 9:26. Please check the tracking link that has been sent to your email along with the proof of delivery from DHL Express. Also please check if anybody could pick up the package on your behalf, family member, friend, neighbor etc. I believe this willl be the case. Otherwise we will contact the carrier for further investigation.

Please let us know in the already open email communication if you could reach the package.

Thank you very much.
Exclusive Pen Team

Vastaus yritykseltä ExclusivePen.eu

Päivitetty 7.7.2026

Dear Basil,

UPDATE: Your package has been delivered within communicated delivery timeframe

Thank you for your review. We are sorry to hear that you are disappointed with the delivery time.

We would like to clarify that your order was placed on 5 June, and the estimated delivery time shown both on the product page and during checkout was between 30 June and 8 July. Your review was posted on 2 July, which means the order is still within the communicated delivery timeframe.

Your order was shipped from the European Union to Saudi Arabia using the standard postal service, which was the lowest-cost and slowest delivery option selected at checkout. For faster delivery, an express shipping option was also available, with an estimated delivery time of approximately 5 days.

In the meantime, we also responded to your email promptly and informed you that the package was already on its way.

We truly value all customer feedback. However, we also believe that Trustpilot reviews should accurately reflect the actual status of the service provided. In this case, the delivery is still within the timeframe clearly stated before the order was placed.

We hope your package arrives soon and that you will be satisfied with your purchase.

Kind regards,
Exclusive Pen Team

Vastaus yritykseltä ExclusivePen.eu

30.6.2026

Gentile Sergio,

La ringraziamo moltissimo per i suoi ordini e per la sua recensione. Queste recensioni sono per noi di inestimabile valore, perché ci permettono di comprendere meglio i nostri clienti e migliorare i nostri servizi. Ho notato che ci ha lasciato una recensione molto positiva, ma con un punteggio di 3 stelle su 5. Ci farebbe molto piacere se potesse indicarci quali miglioramenti possiamo apportare per ottenere un punteggio di 5 stelle.

Grazie ancora.
Il team di Exclusive Pen.