This section contains the answers to the most frequently asked questions; please send us an e-mail if you can’t find the answer to your query here

Personalisation
If you want your product to be custom imprinted, please send us your company logo - in one of the following formats: cdr, eps, ai, jpg, tif - by e-mail to:   ordini@e-pen.it. Please indicate your order number in your e-mail along with any other information we may need to personalise your products. Alternatively you can send us any printed matter that contains your brand in a sealed envelope to: IMPRINT s.n.c. via Alessandro Volta, 39 - 70014 - CONVERSANO (BA)

Our graphics team will make a photographic reconstruction of your request in 2/3 days and send an order confirmation to your e-mail address; the order confirmation will also contain the layout of the product using the models you selected with your brand and anything else necessary for the personalisation so you can see what the end product will look like.

 

Order confirmation and payment
The order will be put into production only after we receive the confirmation order that has been signed by you and a copy of the bank transfer to our fax number: +39 080.409.91.26.


Delivery times
Delivery takes about 15/20 days from the date of the order confirmation and the products will be sent directly to your address by express courier.

How do I pay for the goods?
By bank transfer in advance or by credit card through PAYPAL once the graphics have been approved.


What is the shopping basket?
You can use the e-shopping basket like a real shopping basket to get products from the shelves. Use this to select the products you want to order. This is the easiest way to make on-line purchases since you can see what’s in your basket at any time, or add or remove items from it.

Can I cancel my order?
IMPRINT s.n.c gives both ‘professional’ and ‘consumer’ customers the right to cancel their non-personalised orders and ‘professional’ customers the right to cancel their personalised orders within 48 hours from sending the order. The order must be cancelled by fax or telegram. If the customer has already paid, the customer will have the right to return of the entire amount via bank transfer, less bank charges only.

Our service includes the “supply of clearly personalised merchandise”. As provided under article 3 of Italian Legislative Decree 185/99, ‘consumer’ customers (i.e. persons who are not purchasing for reasons related to their professional activity) do not have the right to cancel orders for personalised merchandise pursuant to article 5(3) of Italian Legislative Decree 185/99.

Communications may also be sent to the following address:

Imprint s.n.c. via Alessandro Volta, 39 - 70014 - CONVERSANO (BA)

The fax number is: +39 080.409.91.26

Who can I send complaints to?
Complaints can be sent to the following addresses:
IMPRINT s.n.c. 
registered offices:
Via Alessandro Volta, 39 - CONVERSANO (BA) - ITALY
Tel. +39 080.495.19.78 - Fax +39 080.409.91.26
E-mail: info@e-pen.it 

Office times: 09:00 - 13:00 / 15.00 - 18:00
UTC/GMT+1:00 Rome

Will my privacy be protected?
Who will have access to my personal data?
In accordance with Legislative Decree 196/2003, IMPRINT s.n.c. hereby informs its users that the personal data provided by the customers when signing a purchase order or for sending the invoice do not require the their consent since this data is collected and held solely on the basis of tax obligations provided by Italian and EU law and regulations, and the purpose of collecting the data is solely to permit the fulfilment of the obligations under the purchase contract with the interested party or to acquire the necessary contractual information solely and exclusively on the basis of the customer’s request. The personal data provided by its customers are only held on the IMPRINT s.n.c. files and the customer may request this data to be removed by sending a fax to +39 080.409.91.26 or by making a request via e-mail to a info@e-pen.it  at any time.
 

How, where and when will the merchandise be delivered?
The merchandise will be delivered to the place indicated by the customer when making the purchase, by reliable express courier within 30 days.
N.B.! Deliveries cannot be made to Post Office Boxes.


Will I receive an invoice for the purchases made?
A standard invoice will be given, just as for a shop purchase.
 

What if I am not at the delivery address at the time of delivery?
If you are not at the delivery address at the time of delivery, the courier will leave a notice. The recipient can then contact the local courier’s office and make arrangements for a second delivery or to get the merchandise directly from the courier’s office.