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Frequently Asked Questions
What is the value of 1 PenPoint?
One PenPoint currently corresponds to a value of approximately 1.2 cents.
Example: If you shop on PEN.EU for €480.00 (net, excluding tax), you will receive 960 PenPoints after completing the payment. If you choose to redeem all 960 PenPoints on your next order, this corresponds to an amount of €11.29 that can be directly applied to your purchase.
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.
How does the level system work?
Our level system includes six tiers and rewards you with permanent, fixed discounts on every order provided you collect your PenPoints instead of redeeming them immediately.
Level 1 – up to 2,499 PenPoints: 0% discount
Level 2 – from 2,500 PenPoints: 2% discount
Level 3 – from 6,000 PenPoints: 5% discount
Level 4 – from 9,000 PenPoints: 7% discount
Level 5 – from 13,000 PenPoints: 10% discount
Level 6 – from 22,500 PenPoints: 15% discount
How does the referral work?
By making a personal and direct referral through your customer account, you automatically earn 750 PenPoints as soon as the customer you referred places their first order (sample orders excluded). Additionally, you will receive 150 PenPoints for every further order this customer places on PEN.EU.
If you share a recommendation via your social media profile directly from your PEN.EU customer account, you will receive a one-time reward of 150 PenPoints.
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.
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.
How can I redeem PenPoints?
You can redeem your collected PenPoints with every order on PEN.EU. During the checkout process, you have the option to decide whether to use part of your PenPoints or the full amount.
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.
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.
