FAQs

.1. Where can I bring my pen for repair?

If you are experiencing a problem with your pen, you can bring your pen to any of our Rustan’s branches and SM Mall of Asia Department stores and they will send your pen to our main office located at 2254, Kampri Building, Makati, Philippines.

2. How long does it take for my pen to be repaired?

When you bring your pen to our retail stores, the sales agent will check the problem with your pen. It may take a while for your pen to be repaired depending on the damage.

3. If my receipt is lost, will you be able to provide me repair services?

Yes, your pen will be accepted on any Rustan’s and National Bookstore branches with Cross retail store and at SM Mall of Asia Department Store. Visit the lifetime warranty tab to know more about Cross’ lifetime warranty.

4. What are the refills that you recommend for my pen?

Attached here is a refill guide for every pen model Cross have. If you have more questions, you can message us here on our live chat or message us on any of our social media account. – better if we have separate tab for Refill reference guide

Ballpoint Pens

1. What to do if the refill retracts into barrel (loose refill)?

Turn cap counter clockwise to retract refill point. Remove cap and tighten refill clockwise.

2. What to do if there is tarnish on the finish of my pen?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

3. What to do if my pen has a sprung clip?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel.

4. What to do if my pen has a loose cap?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

5. What to do if the refill that I bought does not work?

Please contact customer service to guide you on this matter.

Rollerball Pen

1. What to do if there is tarnish on the finish of my pen?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

2. What to do if my pen has a sprung clip?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

3. What to do if my pen has a loose cap?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

4. What to do if the refill that I bought does not work?

Please contact customer service to guide you on this matter.

Fountain Pen

1. What to do if there is tarnish on the finish of my pen?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen. 

2. What to do if my pen has a sprung clip?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

3. What to do if my pen has a loose cap?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

4. What to do if there is a leaking near the nib of my fountain pen?

Bring your pen to the nearest Rustan’s and National Bookstore in your that has a Cross outlet; or SM Mall of Asia Department store and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.  

5. What to do if there is a poor ink flow on my fountain pen?

Soak the nib and the front section of your fountain pen overnight in lukewarm water with a few drops of dishwashing liquid. The following day, clean thoroughly with converter.If this procedure doesn’t work, bring the pen to the store.

6. Are damaged nibs covered by the lifetime warranty program?

Damaged nibs are not covered by the lifetime warranty program. Return the unit to the nearest Cross store in your area or contact us for replacement pricing.

Desk sets

1. What to do if the pen holder assembly is broken?

Bring your desk set to the nearest Cross store in your and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

2. Are damaged/broken chipped base covered by the lifetime warranty program?

Damaged/broken base are not covered by the lifetime warranty program. Return the unit to the nearest Cross store in your area or contact us for replacement pricing.

3. If I lose one of the pen or pencil from the set, will it be replaced? 

Go to the nearest Cross store in your area for replacement pricing or purchase a desk set pen/pencil online.

4. What to do if the refill that I bought does not work?

0.5MM Pencil

1. What to do if the lead won’t come out of the pen?

Turn the cap clockwise to put pencil into the writing position. Make sure that there is lead in the cassette.

2. What to do if the lead retracts when writing?

To advance a new lead from Cassette - Remove cap with point facing downward and press down on the eraser until it clicks. Repeat approximately 12 times. Twist cap clockwise until lead is exposed. Once exposed, advance lead by applying a slight pressure to the tip. If cassette is empty, replace.

3. What to do when the lead won’t retract?

Two leads may stack on top of each other preventing lead from retracting. To correct this, pull out 1 1/2 inches of lead from tip of pencil, and shake the pencil lightly with the point up.

4. What to do when the lead advances while erasing?

Place pencil in retract position and push the lead and protector into pencil. Turn cap clockwise to extend lead.

5. What to do when the lead breaks while writing?

Use pencil with less lead exposed beyond the protector.

6. What to do when the lead protector drags on paper while writing?

Turn cap clockwise to extend the lead.

7. What to do when the lead extends from cassette when pulled from pencil?

Push lead back into cassette before returning the cassette to pencil.

0.9MM Pencil

1. What to do if the lead jams?

Bring your pen to the nearest Cross store in your and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

2. What to do if there is tarnish on the finish of my pen?

Bring your pen to the nearest Cross store in your and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

3. What to do if my pen has a sprung clip?

Bring your pen to the nearest Cross store in your and have it check by the store personnel. The store personnel will give you advice on when you can get your pen.

4. What to do if my pen has a loose cap?

Bring your pen to the nearest Cross store in your and have it check by the store