Moleskine Customer Service — professional guide for buyers and support requests

Overview and brand context

Moleskine is an internationally recognized stationery brand founded in 1997 and incorporated as Moleskine S.p.A., with headquarters in Milan, Italy. The product range spans classic notebooks, planners, sketchbooks, pens, and digital accessories; retail price points for standard Classic notebooks typically range from about $12 (pocket, plain) to $25 (large, limited features), while licensed limited editions and specialty collections commonly reach $40–$60 or more. The brand’s global e-commerce hub is at https://www.moleskine.com, which hosts region-specific storefronts and the primary customer-service entry points.

Customer service for a heritage consumer brand like Moleskine must balance warranty-like defect remediation, retail-return coordination, authenticity verification, and cross-border order handling. This guide condenses practical steps, timelines, and evidence requirements that speed resolution when contacting Moleskine or an authorized retailer, and it clarifies what to expect from typical processing times and outcomes.

Contact channels and first-response expectations

Official first-tier contact should be the online help or contact form on the regional Moleskine website (moleskine.com). For purchases made directly through Moleskine’s site, a support ticket will usually be generated; industry norms and many stationery retailers aim for an initial response within 24–72 hours on business days. If you purchased from a third-party retailer (e.g., Amazon, Barnes & Noble, independent bookstores), start with that retailer’s returns portal because their return policy often supersedes the manufacturer for point-of-sale disputes.

Phone and live-chat availability varies by region and campaign periods (holiday peaks often extend wait times). In practice, expect standard email/ticket turnarounds of 3–7 business days for non-urgent inquiries, 5–10 business days for returns processing upon receipt, and 1–3 business days for expedited exchanges when stock is available. Save order confirmation emails and tracking numbers before you contact support—these reduce inquiry cycles significantly.

Returns, refunds, and exchanges — practical timelines and costs

Moleskine and most authorized retailers commonly accept returns for unused items within a 14–30 day window from delivery; check the specific seller’s stated policy. For example, many e-commerce stores implement a 30-day return policy for unopened notebooks but restrict returns on engraved, personalized, or sale/clearance items. When returning, the product should be in resalable condition (unused pages, original packaging, elastic band intact, inner pocket undamaged) to avoid partial refunds or restocking fees.

Refund timelines: once a returned item is received and inspected, credit-card refunds typically post within 5–10 business days; store credit or exchange processing can be immediate or up to 3 business days. Customers should expect to pay return shipping unless the return is due to a manufacturer defect or the company’s error; Moleskine’s site and authorized reseller policies will explicitly state when prepaid return labels are provided.

Damaged goods, defects, and authenticity checks

For damaged or defective goods (tears, missing pages, binding failures, or manufacturing marks), open a claim within 7–14 days of delivery. Provide high-resolution photographs showing the defect, the entire product (front/back), and the order confirmation. A typical claim package should include the order number, SKU/UPC (usually printed on the product sleeve or barcode), date of purchase, and a short description of the problem plus the desired resolution (refund or replacement).

Authenticity checks: Moleskine signature features include rounded corners, an elastic closure, an expandable inner pocket, satin bookmark ribbon, and paper that for Classic lines is commonly ~70 g/m² (grams per square meter). If you suspect counterfeit goods (significant deviations in build, logo embossing, paper weight, or finish), request verification from official support and include photos of close-ups (logo, spine, barcode). For high-value limited editions, retain packaging and proofs of purchase—these accelerate authentication and replacement decisions.

Practical checklist to include with any customer-service request

• Order number and date of purchase (e.g., Order #12345678, purchased 2025-06-12).
• Seller name (Moleskine.com vs. third-party retailer); SKU or UPC from product sleeve.
• High-resolution photographs (minimum 2–3 images: defect close-up, full product, packaging label).
• Desired resolution: refund, replacement, repair, or store credit (state preference clearly).
• Shipping/tracking number for returns and proof of postage when applicable.
• If purchased in-store: scanned receipt or photo of original register receipt.
• Country and currency of purchase (for VAT/customs handling on international orders).
• A concise timeline of events (received date, noticed issue date, prior communications).

Escalation strategy and consumer safeguards

If your initial ticket is unresolved after 10–14 business days, request escalation: ask for a supervisor or a formal case number, and restate the desired remedy and attachment list. If you paid with a credit card or PayPal and do not receive acknowledgement within 14–30 days, consider opening a dispute with your card issuer—most card networks accept disputes for non-delivery or incorrect goods within 60–120 days of the transaction, depending on issuer rules.

For cross-border purchases involving VAT or customs, keep customs declarations and duty receipts; these are required if you seek reimbursement for duties charged on returns from the seller. In the European Union context, consumer protection laws often require online sellers to provide a 14-day right of withdrawal for consumers, but exceptions apply to personalized or opened goods—confirm your rights by checking the regional consumer-protection agency or the official terms and conditions linked on moleskine.com.

Did Van Gogh use Moleskine?

The Moleskine notebook is the heir and successor to the legendary notebook used by artists and thinkers over the past two centuries: among them Vincent Van Gogh, Pablo Picasso, Ernest Hemingway and Bruce Chatwin.

What to do with an old Moleskine notebook?

What you do with it afterward is your business. With my used moleskine, I kept the paper as it was just cause I couldn’t part with it, and then I’ve also done this with new moleskines, in which case I turned the unused paper into a nice stack of loose leaf pages by separating it from the bundles they are in.

Are Moleskine notebooks made in the USA?

All Moleskine collections are conceived and designed in Italy by Moleskine and manufactured in the Far East, where paper was invented in the 2nd century A.D. In Asia, we work closely with manufacturers able to combine mass production with a level of care and attention more typical to artisanal craftsmanship.

Is Moleskine made in China?

Notebooks and journals
Moleskine items are designed in Italy with most of them being printed, stitched and assembled in China. Since 2008, some components have been manufactured in Volant, Cahiers and Folio hard covers in Turkey, watercolour paper in France, and some components in Vietnam.

Is Moleskin a US company?

Its purpose is to unleash the human genius through hands on paper to empower creativity and knowledge in each individual and the entire world. Moleskine is based in Italy, Milano, and has offices in Köln, New York, Hong Kong, Shanghai and Tokyo.

Who bought out Moleskine?

D’Ieteren
Belgium-based automotive business, D’Ieteren, has acquired 100% of the shares in premium stationery company Moleskine. An acquisition price of €2.40 per share was agreed with outgoing stakeholders Syntegra Capital and Index Ventures, valuing Moleskine at around €510 million.