Help Center
Questions about products & orders
Does my logo cost extra?
Not with us! We believe in transparency and don't charge any hidden fees that would unnecessarily increase the cost of your order. Whether it's text or logo – we don't charge any setup fees!
How can I place an order?
We offer you various ordering options. The easiest way is to place your order directly through our online shop. Simply select your desired product, choose the quantity, color, and branding method, and design your custom promotional item with text and/or logo directly online. Then click “Add to cart” and complete the ordering process. Alternatively, you can place your order via email. For repeat orders, the “Reorder” option is available directly in the menu.
How can I file a complaint?
Despite our utmost care and best efforts, it may happen that individual products are defective, or there are issues with the color or branding. Of course, you have the option to file a complaint with us. Please contact us by email or phone. We will be happy to discuss the details and options with you and are always committed to finding a satisfactory solution.
Can I design my promotional items online?
Almost all promotional items you find on PEN.EU can be customized directly online using our design tool. First, you choose the desired color, type of branding, and quantity—depending on availability. Then you can personalize your product according to your ideas with your logo, a design, and/or text.
As a special service, we will send you a free proof after your order. This usually includes a digital preview based on your specifications. We will only begin production once you have approved the proof through our approval center. This way, we ensure that everything meets your complete satisfaction—and you’ll know exactly what you’re getting!
Will I be bothered with advertising calls?
We often hear this concern from our customers—but don’t worry: No! We are not one of those providers who make unsolicited calls! We do not make advertising calls. If you need a restock or have any questions, we’re always available by email or phone.
Can I have samples printed as well?
Yes. However, preliminary costs will apply (including setup fees for the machine, film costs or programming fees, as well as handling costs for the printed sample), which are significantly higher than the unit price of the sample itself. Please request the exact cost for a printed sample separately.
Can I order a sample in advance?
Would you like to order a sample of your desired item? Simply use the "Order Sample" button on the respective product page. Shipping costs apply for sample orders: within Germany, €6.90 plus 19% VAT; for Austria, Switzerland, Liechtenstein, Italy, France, and Spain, €8.90 plus 19% VAT. Please note that samples are excluded from exchange.
Questions about delivery & payment
How much are the shipping costs?
We always ship with no minimum order value and free shipping within Europe—regardless of the number or weight of the packages!
Please note: Shipping costs apply to sample orders. Within Germany, these are €6.90 plus 19% VAT; in all other delivery regions, €8.90 plus 19% VAT. The respective sample fee will be displayed in the shopping cart.
When will my order be delivered?
Production time varies depending on the product, quantity, and type of branding. All these processes are included in the estimated delivery date. You can find the delivery times for individual production on each product page. The stated delivery dates always refer to the dispatch date from our shipping warehouses.
How can I pay?
We offer you various secure payment options: You can conveniently pay by invoice (payment due 30 days after receipt of goods), via PayPal, or SEPA bank transfer. Payment by credit card is also possible at any time. Simply select your preferred payment method during the ordering process.
Can I also shop tax-free?
Our company is based in Germany. If you order from abroad and the delivery is made outside of Germany, you can shop tax-free with a valid VAT number. The shopping cart will initially display the German VAT rate of 19%. After successful verification of your VAT number, you will receive an order confirmation without VAT in accordance with the reverse charge procedure (§13b UStG).
Are the prices on the website including VAT?
Since our offer is exclusively aimed at commercial customers (companies, authorities, associations), all prices are net, i.e., plus 19% VAT.
How do the ordered promotional items get to me?
Once you’ve placed your order and we’ve clarified all details regarding branding and order specifications, we’ll take care of the rest. From production to branding, delivery, and follow-up—you don’t have to worry about a thing. Of course, we’ll inform you in advance of the expected delivery timeframe. We preferably ship via GLS, UPS, and DPD. The estimated shipping date refers to the day your order leaves our facility. To ensure prompt delivery, orders with multiple products may be shipped in partial deliveries. Um die sichere und unversehrte Zustellung Ihrer Bestellung zu gewährleisten, ist eine Lieferung an Postfächer ist nicht möglich.
