Terms of Service



Do you have any questions about our products? We’ll be glad to help!

A.W. Faber-Castell (M) Sdn Bhd
9, Jalan TP2, Taman Perindustrian Sime UEP,
47620 Subang Jaya, Selangor D.E. Malaysia

Tel : +603 8024 6363
B2B / Corporate Gifts enquiry : info@faber-castell.com.my

For all questions concerning our online shop, such as:
  • Delivery time
  • Payment method
  • Delivery status
  • Availabilities
  • Feedback of orders transacted in the eShop
    Please contact the hotline:
    • email: eshop@faber-castell.com.my


    Right of Return

    How long do I have to return damaged products or products that don't meet my expectations?

    We naturally do our best to make sure you are happy with your purchase in every way. If you have a reason for being dissatisfied with the item(s), you can send them back to us within 7 days after delivery. You required to return only products in original packaging. 


    Where do I send the products I want to return ?
    To return the purchased items, please contact the eShop email: eshop@faber-castell.com.my

    Please understand that we cannot reimburse you for any damage to the products after delivery.

    Do state the reason of return and reimbursement will only be made after checking and confirmation that the products are in good condition.

    Products purchased online cannot be returned at local dealers and vice-versa.


    Stock Availability


    Should the relevant item be out of stock or items not in good condition and customer is not agreeable to other alternatives offered, Faber-Castell will proceed to refund the customer’s credit card in accordance with the procedure for requests for refunds.


    Returns & Refunds

    You can return your purchased items free of charge with a stated reason within 7 days after receiving the goods. Unfortunately, it is not possible to exchange or replace with other products for logistical reasons. In this case, you have to make a new purchase transaction.

    How returns work:

    • You required to courier back to us @ Faber-Castell Malaysia, Lot 9, Jalan TP2, Taman Perindustrian SIME UEP, 47600 Selangor. Tel: 03-8024 6363
    • For further questions feel free to drop us an email at eshop@faber-castell.com.my 

    Please note that the processing of your refund may take up to 5 working days, after checking and confirmation of the condition of the products received.


    Payment and Security

    We offer the following payment methods for your order: Credit Card, Online Banking and eWallet services via eGHL as payment gateway.

    eGHL is a Southeast Asia payment processor that is regulated by Central Bank and is Certified by PCI DSS Level 1.


    Credit Card

    You can pay by either VISA or MasterCard. To process your order, we need the card number, as well as the expiry date and the Card Security Code. This is the three or four-digit number in the signature field on the back of your card. The amount will only be charged to your card when the goods are shipped. 

    Your credit card details are transferred via state-of-the-art encryption technology via 256-bit SSL (Secure Socket Layer). This high security standard guarantees that your data can not be viewed by third parties under any circumstances. This means that your purchases made in the Faber-Castell online shop are secure.


    Delivery and Shipment

    Shipping & Delivery Time

    We dispatch via DHL to most addresses within Malaysia as provided by you.


    Shipping Costs

    Standard shipping in Malaysia to an order value below RM100 costs RM7.  


    Delivery Time

    Orders placed before 12pm from Monday to Friday (except on holidays) will be processed on the same working day. You will usually receive your products within 5 working days within peninsular Malaysia.

    Orders placed over the weekend will be shipped the next working day. In this case, you will receive your goods within 5 working days.

    *Remarks: For order place during our sale campaign/Promotion period, you will received your products within 10 working days due to high volume of orders.

    Additional 2- 4 working days to be added for shipping to East Malaysia.


    Terms of Warranty

    Faber-Castell products are rightly expected to offer the best quality, comfort and reliability. If for any reason you are not fully satisfied with your product, please do not hesitate to contact us.

    Faber-Castell provides a warranty period of 24 months for fine writing and 3 months for Art & Graphic products, starting with the date of purchase. For the processing of your warranty claim, Faber-Castell needs a written email and the receipt should be preserved and shown as evidence.

    To ensure maximum writing comfort, in the first 3 months after date of purchase, fountain pen nibs will be changed free of charge to any available line width, provided that the nibs are in perfect condition.

    After expiry of the warranty period and in case of damage due to improper use, as well as natural wear, excessive use and utilization accessories, we will undertake the repair work on a fee-charging basis. In this case you will receive a cost estimate before processing, based on the service fee valid at the date of submission.

    We may store spare parts for discontinued items which are not in our range any more, hence do check with our customer service for possibility of services.


    A.W. Faber-Castell (M) Sdn Bhd
    9, Jalan TP2, Taman Perindustrian Sime UEP,
    47620 Subang Jaya, Selangor D.E. Malaysia
    Tel: +60 3 8024 6363

    • email: eshop@faber-castell.com.my