If you wish to request repairs
Depending on the condition of the product, repairs may not be accepted.
Please note that we will make a judgment as to whether or not the repair is covered under warranty.
●We do not support ordering of parts only.
●We make every effort to keep parts in stock for five years after discontinuation, but there may be cases where replacement parts are not available and we are unable to repair the product to meet your request.
●Please note that we may not be able to fulfill your request for repair of limited edition products due to lack of replacement parts.
Warranty details for Sailor products in International markets are shown on the blue/white Warranty leaflet which is found with all Sailor products:
The warranty period is one year from the date of purchase.
We guarantee free repair or adjustment if the product is used in accordance with the instruction manual and defects are caused by the manufacturing process within that period.
This warranty is not applicable to product originally purchased through unauthorised retailer/vendors.
Please contact the dealer where you purchased the product. In the following cases, the product will be repaired for a fee even within the warranty period.
- If you do not present your warranty card
- If the dealer or date of purchase is not indicated on the warranty card, or if the wording has been rewritten
- In the event of malfunction due to careless handling caused by misuse, dropping, impact, etc., or wear and tear caused by normal use
- Products that have undergone additional processing (modification), such as nib polishing or post-processing of the body surface decoration, other than processing by our company, from the state of the product shipped from our company
Depending on the details of the repair, the cost of parts and adjustments may be charged, but this will be determined after we receive the repaired product.
Difference between dye and pigment inks
The ink used in the coloring material contains dyes and has the property of dissolving in water.
It is easy to handle and less prone to issues within fountain pens.
Currently, many fountain pen inks are dye-based inks.
Due to their water-sensitivity, they tend to smudge when wet and are also susceptible to fading (discoloration) caused by light exposure.
This ink uses pigments that have the property of not dissolving in water.
It exhibits superior water resistance and lightfastness compared to dye-based inks.It produces more distinct strokes than dye-based inks, making it less prone to smudging and show-through.
However, regarding the water resistance of "KIWAGURO," "SEIBOKU," and "SOUBOKU," it does not guarantee complete resistance to water (no dissolution in water whatsoever).
For example, if rain comes into contact with an envelope addressed with "KIWAGURO" ink, the text itself will not wash away and become illegible.
However, the wet ink may dissolve in water, causing the envelope to become dirty.
This is because as a pigment-based ink for fountain pens, it is designed with some degree of water solubility to ensure ease of cleaning and minimize issues during drying.
Additionally, please keep in mind that the water resistance of the ink's strokes can be significantly influenced by the type of paper used.
Expiration date of ink
We recommend using cartridge ink for approximately two years from the date of manufacture and bottle ink for approximately three years.
If the ink does not come out well
In many cases, the nib is clogged due to ink components that have hardened due to drying or foreign matter.
Please clean your fountain pen before use.
→ How to care for fountain pens
If this does not fix the problem, please contact the dealer where you purchased the product.
If you do not know how to refill ink
You can find more information here.
→ How to refill fountain pen ink
If the inner lid (gasket) comes off when opening the bottle and gets stuck on the bottle's mouth
The inner lid (gasket) is designed to be inserted inside of cap, enhancing the sealing of the bottle and preventing ink leakage.
If it comes off, please do not discard it and carefully reinsert it back into the inside of the cap before using again.
In some cases, you can easily restore it by simply closing the cap again.
If it is stuck to the bottle, please carefully remove it and insert it inside the cap.