Frequently Answered Questions
Lighters Pipes Writung Instruments Accessoires
I have a defective item. What should I do?
We recommend that you first consult one of our service partners or collection points in your area. Use our Store Locator to find one. Some problems can be solved locally, but if not, our service partner will help you get the item to us.
If there is no service partner or collection point nearby, just send your item directly to us.
How long does it take to get an item repaired?
We generally manage to process your item in 12 to 16 working days. It can take a little longer during holiday periods or at the turn of the year. We offer an EXPRESS SERVICE for more urgent cases.
Do you provide cost estimates? How much do you charge?
Yes of course! The estimate takes approximately a week and is available by either e-mail or telephone. We charge a maximum of €8,95 excluding postage for this service, which is only payable if you decide not to have your item repaired.
How do I pay for the repair?
Pre-payment: After we have completed the repair you will receive a proforma invoice listing the details needed for you to make a SEPA bank transfer. Alternatively you can also pay with PayPal.
Can I order spare parts from you?
No, we don’t sell spare parts. We only perform professional repairs.
How can I submit my article for repair?
First consult our Store Locator to find a service partner or collection point in your area. He will accept your item for repair and send it to us.
If there is no collection point nearby then you will have to print and fill in our repair order form. Place it in a padded envelope or a small cardboard box together with your defective item and send it to
Pipe & Lighter Center
If I come in person can I wait for the repair?
No. We process all repairs sequentially. New repair orders are placed at the back of the queue.
Do you repair items sent from outside of Germany?
Yes, that’s no problem within the EU.
But for customers outside the EU (e.g. Switzerland, Great Britain, USA, etc.) it becomes much more difficult. Due to the foreign payment and/or customs regulations there are considerable additional costs for you.
We recommend to contact an after sales service in your own country.
Do you provide an appraisal report or an expert option?
Yes. You can sometimes find premium lighters being sold very cheap on the Internet. However, in some cases, they could be fakes. On request we can supply an assessment of a lighter’s authenticity or value. An estimate costs between €20 and €25.