Frequently Asked Questions
Shipping and Delivery
- How do I check my order status?
- Is it possible to change my delivery address once the order has successfully been placed?
- What do I do if I receive the wrong product/s?
- I still haven't received my order. What can I do?
- I received an ‘attempted delivery’ notification. What should I do?
- When will I receive the tracking code for my order?
- Why is my order late?
- Why isn't it possible to deliver my order?
- What are the shipping times and costs?
Return and Refund
- Why do I have to wait for Moleskine to receive my return in order to be refunded?
- Can I exchange one or more items?
- I still haven't received my refund. Why?
- Can I return my order in any Moleskine store?
- When will you receive my return?
- Will I be refunded for return shipping costs?
- How can I return ordered items?
- How many days do I have to request a return?
- How will I be refunded?
- What are your return regulations?
- Can I return a customized product?
Product Support - Smart Writing System
- Where do I find the user's manual and warranty?
- Charging doesn't work.
- Does the new pen version work with the old paper tablet?
- Does the pen ellipse works with the new smart notebooks?
- The power turns off automatically.
- I can't turn the power off.
- The LED light turned purple (pink).
- The LED light turned green.
- The LED light blinks yellow.
- The LED light turned red.
- I have the charger connected, and the Red LED light blinks .
- The Green LED has been on while charging, but now it's turned off completely.
- Can it be connected to multiple devices at the same time?
- Bluetooth connection keeps failing.
- How do I replace my pen lead?
- My handwriting is not reflected on the Moleskine Notes app.
- I can't turn the pen on.
- The Bluetooth keeps disconnecting while I use the pen.
- My notes keep getting omitted, and parts of them are missing.
- Where do I find the user's manual and warranty?
- How do I pair the Moleskine smart pen?
- Where can I find the Moleskine Smart pen serial number?
- What do the different led colors indicate on the Moleskine smart pen?
- Can I connect the Moleskine smart pen to more then one device?
- What are the Moleskine smart pen technical specifications?
- How do I format the Moleskine smart pen?
- How do i protect the notes stored in the Moleskine smart pen?
- Can I use the Moleskine smart pen without connecting it to my device?
- Can I use a standard ink refill?
- How do I charge the Moleskine smart pen?
- How long does it take to charge the battery of the Moleskine Smart Pen?
- My Moleskine Smart Pen battery doesn’t work properly. What can I do?
- How can I order a new pen cap? (excluding smart pen ellipse)
- Smart pen cannot connect to my ios device, how can I fix the issue? (for smart pen old version part of the smart writing set, not smart pen ellipse)
- Do all end users have to update the firmware?
- Does it happen in all smart pen(f110) and all ios devices that have bluetooth 5.0?
- Does the firmware update affect or damage writing data?
- Why can’t i find the “penplus” folder after i connect my smart pen via a usb cable?
- Why a new version of notes?
- How can I take my notebooks with me into notes 2.0?
- What's new in notes 2.0?
- Where can I download the Moleskine notes app?
- What is pen calibration?
- How do I update the Moleskine smart pen to the latest firmware?
- How do I setup my email?
- How do I set up sounds?
- How do I set up the auto on/off feature?
- How do I change the Moleskine smart pen sensitivity?
- Is my device compatible with the smart writing system?
- How do I record and playback my notes and voice memos?
- How do I use the transcribe feature?
- How do I use the tag feature?
- What can I do if offline sync is not working?
- How can I solve writing problems?
- How many paper tablet smart notebooks can i store in the app?
- Can I change color and thickness?
- How can I edit my notes?
- How can I share my notes?
- How do I export vector files?
- How do I set up auto save?
- How do I search notes?
- How can I organize my notes?
- How do I lock and unlock a notebook?
- (Adobe creative cloud connected) Can I back up my drawing in cc anyway?
- (Adobe creative cloud connected) Can I use this paper tablet smart notebooks without being connected to illustrator?
- (Adobe creative cloud connected) If I need to correct my drawing can I modify it?
- (Adobe creative cloud connected) Can I redo or undo?
- (Adobe creative cloud connected) Can I delete my stroke?
- (Adobe creative cloud connected) What happens if I need to stop and disconnect my pen while I am drawing?
- (Adobe creative cloud connected) Do I need internet connection?
- (Adobe creative cloud connected) Does this product work with the smart pen as well as the smart pen ellipse?
- (Adobe creative cloud connected) Does this work with the Moleskine notes app?
- (Adobe creative cloud connected) Will the plug-in capture work i’ve done on my drawing before or after turning on simultaneous drawing?
- (Adobe creative cloud connected) What illustrator tools work with simultaneous drawing?
- (Adobe creative cloud connected) How do I install the Moleskine extension?
- (Adobe creative cloud connected) Where can I download the Moleskine extension?
- (Adobe creative cloud connected) What version of adobe illustrator do I need to work with the Moleskine extension?
- Does the Moleskine Smart Pen require a specific notebook?
- Can I use more than one paper tablet smart notebooks simultaneously?
- Download the smart diary/planner pro leaflet
- Do I need to install the native calendar app from my cloud to use the sync feature?
- Can I edit an event once it’s written in the smart planner?
- Which devices can I use with the smart planner?
- Does the Moleskine notes app sync appointments when it is turned off?
- Do I need to write my appointments in a specific language?
- Weekly planner - how do I create a multiple hours-long event?
- Weekly planner - can I write down minutes? and time slots less than 1 hour?
- Weekly planner - is there a specific way to write down an event?
- Monthly planner - how do I create an event whose length is over a week?
- Monthly planner - how do I create a multiple days-long event?
- Monthly planner - how do I specify the length of an event?
- Monthly planner - is there a specific way to write down an event?
- Getting started with smart planner
- How do I sync the smart planner with my online calendars?
- How do I specify the length of an event?
- How do I create an all-day event?
- What happens when I write an event that starts on one day and ends the day after, but in the smart planner I write it in only one day?
- Why did we develop Moleskine smart?
- What does Moleskine smart include?
- What is the Moleskine smart writing system?
- Digitized note-taking in real time and direct sharing
- Offline notes sync with the smart writing system
- Sharing options with the smart writing system
- Organize and search your notes with the smart writing system
- Recording voice memos with the Moleskine notes app
- Adobe smart notebook versus the adobe paper tablet cc connected
Product Support - Smart Notebooks
- How does the Moleskine dropbox smart notebook work?
- Where can I download the Moleskine page camera app?
- How can I redeem my dropbox plus code?
- Can I redeem the code even if I'm already a dropbox plus user?
- Can I redeem multiple codes if i buy multiple dropbox notebook?
- What file formats can I save to dropbox with page camera?
- Do I need to have a dropbox for business account to save my captures to dropbox?
- I accidentally deleted a file from dropbox, is it still available in page camera?
- Are the pictures taken with page camera saved on my mobile device?
- Does the Moleskine smart pen work with page camera?
- Does page camera only work with a special page layout?
- What happens if I capture a non Moleskine–dropbox notebook page layout?
- Can I take a picture of two pages at the same time (right and left page)?
- What are the ideal light conditions for using page camera?
- Are images transferred securely?
- How do the Moleskine Smart Sketch album creative cloud connected and smart notebook creative cloud connected work?
- Do I need to have an adobe account to save my captures to adobe creative cloud?
- Does adobe creative cloud cost money?
- Where can I download the Moleskine page camera app?
- What file formats can I save to adobe creative cloud with the Moleskine capture app?
- Can the Moleskine for the creative cloud app convert color images?
- Are the pictures taken with the Moleskine page camera app saved on my mobile device?
- Does the Moleskine page camera work only with special page layout?
- What happens if I capture a non-Moleskine – adobe creative cloud notebook page layout?
- Can I take a picture of two pages at the same time (right and left page)?
- Do I need specific light condition for get the best capturing result?
- Are the images transferred securely?
- I see the Moleskine for the creative cloud app is being retired, what should I now use.
Product Support - Luggages
- What size are the suitcases?
- How do I use the organiser inside my suitcase?
- When I collect my luggage, I discover that it is broken. What can I do?
- How can I clean my luggage?
- Can I take my hand luggage on board the aircraft?
- What material is the luggage made of? What features does it have?
- What is tsa? When do I need to use a bag with a tsa lock? (when travelling to the usa)?
- What does Moleskine’s conventional warranty cover? How long is it valid for?
Product Support - Pens & Pencils
- Which notebook covers can the pen and pencil caps clip onto?
- What are Moleskine pens made of?
- What is the Moleskine mechanical pencil made of?
- What are Moleskine pencils made of?
- What size tips do Moleskine pens have?
- Why do Moleskine roller pens have a springy point?
- How do you refill Moleskine click pens?
- How do you refill Moleskine cap pens?
- How do you refill the Moleskine mechanical pencil?
- What kind of ink is in Moleskine refills?
- Can Moleskine refills be used in all Moleskine pens?
- Can I use a Moleskine refill in other pens?
- How long does a Moleskine refill last?
- How do you sharpen Moleskine pencils?
- What kind of lead is in the mechanical pencil?
- What are the pen stickers for?
Product Support - Notebooks & Planners
- What are the covers of Moleskine Notebooks and Planners made of?
- What are the features of Moleskine paper?
- Where are Moleskine notebooks manufactured?
- What size notebooks does Moleskine produce?
- What layouts and paper types are featured in Moleskine notebooks?
- What are smart notebooks?
- What is the b-side?
- What layouts are available for the planners?
- Why aren't hours marked on Sundays in Moleskine daily planners?
- Are Moleskine planners available in different sizes?
- Where can I find a list of public holidays?
App Support - Page Camera
- Where can I get the page camera app?
- In which languages Moleskine page camera is available?
- Does page camera cost money?
- What does the page camera app do?
- How is page camera different from the Moleskine for the creative cloud app?
- The transcription process made an error, can I correct it before creating a text file?
- Is the Moleskine for the creative cloud app being retired?
- Which Moleskine notebooks work with the page camera app?
- Which cloud platforms does the page camera app work with?
- Does Moleskine store my photos or transcriptions?
App Support - Actions
- How to get actions
- Activating your trial
- Multiple devices
- What happens to my data if my membership or the trial ends?
- How much does membership cost?
- Do I need to subscribe separately on my different devices?
- Can I bundle actions and timepage together?
- Creating an account
- Linking with timepage
- Language support
- Should I register with the same email as my apple ID?
- Do I use the same email as my timepage account?
- When will I be charged?
- If I uninstall then reinstall the app, do I have to pay again?
- Are there any discounts available for students?
- Does the membership renew automatically?
- How do I change or cancel my membership?
- Is the app compatible with ios family sharing?
- Who can I talk to about billing?
- Does actions integrate with apple reminders?
- Showing calendar events in the schedule
App Support - Timepage
- Who can I talk to about billing?
- Is there a trial version?
- When will I be charged?
- Do I have to pay again if I purchased timepage prior to the change to membership?
- Could you release paid updates instead of subscription?
- Why did timepage change to a membership?
- How do I create events?
- Sync troubleshooting
- Timepage for ipad
- Why aren't directions available?
- Using siri to create events
- Is timepage compatible with ios family sharing?
- How do I change an event time, date and title?
- Is my data private?
- Language support
- Why is the weather wrong?
- Birthday duplicates
- Why am I not receiving notifications?
- Why does weather info not appear?
- Creating all day events
- Does timepage have a url scheme?
- Customising the app icon number
- How do I change or cancel my membership?
- Timezone support
- Changing event name and time
- Can I buy the old paid version of timepage?
- Does the membership renew automatically?
- Are there any discounts available for students?
- Do I need to subscribe separately on my different devices?
- How much does membership cost?
- What happens to my data if my membership or the trial ends?
