Here at Pen Heaven we handle questions on a daily basis regarding 'missing' refills and fitting the initial refill. It's something that a lot of people struggle with. So whether you're returning to pens after a long break, have chosen something different or you've just got a little stuck; you're not alone. We've created this step by step guide to some of the most common problems our customers experience; finding and fitting your refill and some things to look for if its just not working...

I can't find my refill. Where is it?

When purchasing a fountain or rollerball pen, it is important to note that whilst the pens will come with an initial refill, most will be supplied separate to the pen barrel. This is because the ink is water based and prone to drying.

It's best to look all through the box to locate the refill.

Below we've highlighted where you should be able to find the initial refill for each brand:

Cross - Fountain

(1)Lift out the cardboard insert your pen was sitting on	(2)You'll find a Cross branded envelope	(3)This envelope will contain your cartridges

Coles, Kaweco, Laban or Platinum Plaisir - Fountain

(1)Hold pen barrel, with opening downwards	(2)Tap the barrel firmly onto a hard flat surface	(3)This should dislodge the cartridge

All Other Brands - Fountain or Rollerball*

*Where refill is provided separate

(1)Lift out the cardboard insert your pen was sitting on	(2)Lift out any leaflets	(3)The refill will be in the bottom of the box

If you do not manage to locate you refill in the place indicated for your pen, please contact our customer support team whom will be happy to help.

I've located my refill, but I'm not sure how to fit it?

We encounter this problem on a regular basis, so please don't be embarrassed. Best to get it right instead of scratching your head. First, we have to ask, have you found where the wring point will be?

If you have found this:

or this: then please move on to fitting your refill.

If you have found this: please follow these steps...

(1)Close the pen so it is as it was when you received it	(2)Placing one hand on the cap (the part with the clip) and one hand on the barrel, pull your hands away from each other. New pens are quite stiff so put some welly into it.

Now to fit your refill.

Rollerballs

All rollerballs are essentially the same when it comes to fitting the refill. The refill will be a long metal tube with a plastic cap protecting the writing point. Sometimes there is a plastic piece on the other end, but this should NEVER be removed.

(1)Separate the pen barrel and grip section by unscrewing
	(2)The refill is a metal tube featuring one or two plastic ends. If the cap has two, remove the long plastic cap ONLY
(3)Place the writing point through the hole in the grip section
	(4)Slide the barrel over the refill
(5)Screw the barrel and grip tightly together. New pens can be quite stiff and will require more force than you may think you need

Fountain Pens

	(2)Holding the nib section, insert the correct end of the ink cartridge onto the feed. The feed is the bit of plastic that will pierce the ink cartridge and create an ink flow.
(3)Place the bottom of the ink cartridge on a hard flat surface and push down with the grip section. This ensures that the cartridge and feed are properly connected and the cartridge has been fully pierced. Some brands of ink cartridges require more force than others.
	(4)Slide barrel over the ink cartridge.
(5)Screw the barrel and grip tightly together. New pens can be quite stiff and will require more force than you may think you need.

Help! This refill doesn't work with my pen!

If the refill came with the pen or was recommended by Pen Heaven as compatible, there's no reason why the refill should not work. If you've purchased the refill separately, it's best to check this is the correct one for your pen. We've outlined the most common problems we encounter with refills not working.

Parker Rollerball

Parker Rollerball refills are a metal tube with two plastic ends. To use this in your pen, only the long plastic cap should be removed. If you remove both pieces of plastic, the refill will be too short for the barrel and will not hold itself in place when you try to write. If you've removed both and thrown them away, then unfortunately you'll have to start again by buying a new refill!  

Cross Ballpoint

Cross have a unique ballpoint refill. It has to be screwed firmly into place inside the barrel to ensure that the pen mechanism can have effect on it.

(1)Remove the section of the pen which has the clip attached. Do this by pulling away from the rest of the pen.	(2)This will show a metal tube with the refill inside. Most likely all you will see is a bit of bevelled plastic. Ensuring to hold the lower barrel firmly, twist the refill/ bevelled plastic clockwise until formly in position.
(3)Extend the writing point by twisting the metal tube which houses the refill.	(4)With the writing point extended, replace the cap section. Doing so with writing point extended ensures a snug fit and no gaps in the pen body.

If you are still unable to fit your refill, please contact us and we'll be happy to help!