Frequently Asked Questions

Visit our Contact Us page to write to us. Alternatively, please call our Customer Service Department at +91 080 35073383 between the hours of 8:30am – 5:00pm Monday - Friday, IST [GMT + 5:30 hours] or write an email to us at info@sheaffer.com

Refill retracts into barrel (loose refill)

Turn cap counter clockwise to retract refill point. Remove cap and tighten refill clockwise.

Tarnished finish

Return to the Service Department for evaluation.

Sprung clip

Return to the Service Department for evaluation.

Loose cap fit

Return to the Service Department for evaluation.

Refill does not perform

Return to the Service Department for evaluation.

Please click here to contact the Service/Consumer Relations Department.

Refill retracts into barrel (loose refill)

Turn cap counter clockwise to retract refill point. Remove cap and tighten refill clockwise.

Tarnished finish

Return to the Service Department for evaluation.

Sprung clip

Return to the Service Department for evaluation.

Loose cap fit

Return to the Service Department for evaluation.

Refill does not perform

Return to the Service Department for evaluation.

Please click here to contact the Service/Consumer Relations Department.

Broken pen holder assembly

Return to the Service Department for evaluation.

Broken/chipped base

Not covered under warranty. Contact Consumer Relations for pricing.

Lost pen or pencil

Contact Consumer Relations for pricing or purchase a new pencil.

Refill does not perform

Return to the Service Department for evaluation.

Please click here to contact the Service/Consumer Relations Department.

To extend / advance the lead:

IMPORTANT - Be sure to keep the pencil point down when extending the lead and turn the cap once to the right and proceed with one of the following:

With cap on and pencil point down:

Hold the pencil barrel and TWIST the cap clockwise until the lead and the lead protector are exposed. The pencil is now in the writing position.

With cap off and pencil point down:

Press down on the eraser several times (12 - 20 times) to extend the lead. The pencil is now in the writing position.

To retract the lead:

Twist the cap counterclockwise until you hear it click. Push the lead inside by pressing the exposed lead against any surface or the tip of your finger. Lock the lead in place by twisting the cap to the right or clockwise until you hear a click again.

To replenish the lead:

Note: Sheaffer has two different models of mechanical pencils: Cassette and Cassetteless.

In order to determine which pencil you have, remove the cap and examine the top of the lead storage area.

If the band at the base of the eraser is black, (Cassette) Insert a new cassette as follows: Grip the black acrylic eraser holder and pull gently. Once out, Shake the cassette to make sure that it is empty. Push a new 0.5mm lead cassette into the pencil barrel until a click is heard. Turn the cap clockwise to put the pencil into the writing position. Follow the Extend/Advance Lead Instructions to activate.

If the band at the base of the eraser is chrome, (no black showing), (Cassetteless) remove the eraser and insert nine pieces of 0.5mm leads into the storage cavity. Return the eraser to seal the top and follow the Extend/Advance Lead Instructions to activate.

Please click here to contact the Service/Consumer Relations Department.

Lead will not come out

Turn the cap clockwise to put the pencil in the writing position. Make sure that there is lead in the cassette.

Lead retracts when writing (lead too short)

To advance a new lead from Cassette - Remove cap with point facing downward and press down on the eraser until it clicks. Repeat approximately 12 times. Twist cap clockwise until lead is exposed. Once exposed, advance lead by applying a slight pressure to the tip. If the cassette is empty, replace.

Lead will not retract (pencil is not in retract position)

Two leads may stack on top of each other preventing lead from retracting. To correct this, pull out 1 1/2 inches of lead from the tip of the pencil, and shake the pencil lightly with the point up.

Lead advances while erasing (pressing too hard)

Place the pencil in the retract position and push the lead and protector into the pencil. Turn the cap clockwise to extend the lead.

Lead breaks while writing (pressing too hard)

Use the pencil with less lead exposed beyond the protector.

Lead protector drags on paper while writing

Turn the cap clockwise to extend the lead.

Lead extends from cassette when pulled from pencil

Push the lead back into the cassette before returning the cassette to the pencil.

Please click here to contact the Service/Consumer Relations Department.

Disassemble the pen and rinse the nib and feed under cool water. Allow them to air dry completely before reassembling. Avoid using hot water or solvents.

Refills should be replaced when the ink flow becomes inconsistent or the pen stops writing. Usage frequency will determine how often replacements are needed.

Orders typically take 2-3 business days to process. Once your order is processed you will receive an email. Our shipping partner will provide updates once you rorder is shipped. For more information click here.

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Once an order has been placed, it is immediately sent for processing and cannot be changed or cancelled. Please review your order carefully before confirming.

Yes, Sheaffer ships internationally. Shipping costs and delivery times may vary based on the destination. Please check our shipping policy for detailed information.

To initiate a return, please contact our Customer Service Department. Returns must be made within 30 days of purchase and items should be in their original condition.

If a product is defective, please contact our Service Department for evaluation. Defective products are covered under our warranty policy.

When ordering a custom Sheaffer product, please follow the standard ordering procedure on our website. If additional documentation is required based on your local guidelines, we will inform you promptly.

Depending on your location, you may be asked to provide various types of documents such as import permits, tax forms, or proof of identity. These requirements vary by region and are determined by local regulations.

Certain regions have specific regulations and guidelines that require additional documentation for custom products. This ensures compliance with local laws and facilitates a smooth delivery process.

If your order requires additional documentation, our customer service team will reach out to you with specific instructions on what documents are needed and how to submit them.

Sheaffer offers an international mechanical guarantee on its writing instruments, which covers defects in manufacturing and materials for a period of two years from the date of purchase from an authorized Sheaffer retailer. 

Exclusions from warranty include:

• Normal wear and tear, stains, discolorations or scratches.

• Damage caused by any accident, fire, theft, flood or other causes beyond our control.

• Damage caused by ink leaks to textiles, apparel or other personal property.

• Damage caused by misuse, abuse and/or negligence.

• Damage resulting from repairs or manipulations carried out by unauthorized or nonqualified repair/service personnel.

• Leads, erasers and ink refills exhausted in the course of normal use, damaged fountain pen nibs, emblems and other customized decorations.

You can learn more about the warranty here.

If your pen needs repair, contact our Service Department. They will provide instructions on sending your pen for evaluation and repair.

Sheaffer’s warranty covers manufacturing defects for two years from the date of purchase. It does not cover normal wear and tear, damage from misuse, or unauthorized repairs.