FAQ
Order FAQ:
Do you ship worldwide?
We certainly do!
When will I get my order?
UK:
UK orders are sent with Royal Mail second class postage.
You should receive your order within 5 working days after dispatch notification.
Europe:
European orders are sent with Royal Mail International Standard postage.
You should receive your order within 2-4 weeks after dispatch notification.
International:
All other international orders are sent with Royal Mail International Standard postage. You should receive your order within 2-5 weeks after dispatch notification.
Will I be charged customs for my order?
An additional customs and tax fee can occur on some orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. Illustrator Jake is not responsible for any customs and tax fee.
My order should be here by now, but I still don't have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
- Check your shipping confirmation email for any mistakes in the delivery address.
- Ask your local post office if they have your package.
- Stop by your neighbors in case the courier left the package with them.
Have you received my payment?
After we have received your payment, we will send you a payment confirmation to the email address that you have used for your order. If you have made a payment but not received the payment confirmation, please get in contact with us with a proof of payment.
How do I track my order?
If your shipping method includes tracking, you’ll receive a tracking link via email when your order ships out. If you have any questions about your tracking or shipment, drop us a line at illustratorjakehelp@gmail.com
I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at illustratorjakehelp@gmail.com within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible!
What’s your return policy for clothing items?
If you would like to return your item, please let us know by contacting us at illustratorjakehelp@gmail.com within 7 working days of receiving your order. Items cannot be returned after this period.
Can I cancel my order if it hasn't been dispatched yet?
Of course! If you would like to cancel an order please contact us at illustratorjakehelp@gmail.com
What’s your return policy for enamel pins?
If you would like to return your item, please let us know by contacting us at illustratorjakehelp@gmail.com within 7 working days of receiving your order. Items cannot be returned after this period.
How long will it take until I receive my refund?
As soon as the store have registered your cancellation or your return, the repayment will be processed within the next 5 days.
How will I be refunded?
If you have paid for your order with card, the refund will be made back to the same card. If you paid using bank transfer, you will need to provide us your IBAN number in order for us to make the repayment.
Key points for our returns/exchange/cancellation policies:
We gladly accept returns and exchanges for our products:
Contact us within: 7 days of delivery
Send items back within: 14 days of delivery
We don't accept cancellations once an item has been marked 'shipped'. But please contact us if you have any problems with your order.
The following items can't be returned or exchanged:
Custom or personalised orders.
Items that have been worn.