FAQ & POLICIES

Privacy Policy

Illustrator Jake is committed to ensuring the protection of personal information of customers and users of our website. We will only collect personal information when you’re knowingly and willingly providing it, we will never share or otherwise profit from the distribution of personal data beyond the use it was provided for.

 

FAQ

Q - How long will my order take to be processed & shipped?

A - We aim to have your order dispatched within 4 to 5 working days (excludes pre-orders and clothing items).

Q - What if the product I receive is incorrect?

A - We will accept any incorrect product for returns within 7 days of delivery, please email us informing us that you are wanting to return the item and we will sort out an exchange for you.

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.

What should I do if I want to cancel my order?

If you would like to return goods or cancel your order, please contact us so we can make any necessary adjustments and provide further help. Please see below for our cancellation and refund policies.

Returns Policy:

By purchasing from our website you agree to abide by all store policies below.

With any purchase made with our store you may request to return your product within 7 days of receiving your purchase, you must then ship it back to us within 14 days. Once we have received the product we can then exchange it for you. 

We don't accept cancellations. But if you have a problem with your order please contact us. 

Items that are discounted or on sale are not eligible for cancellation. But if you have a problem with your order please contact us. 

Cancellations/refunds for pre-orders will only be accepted within the first 7 days of purchase during the two week funding period from when the listing first goes live. This is due to collecting all the funds going towards the production cost for the pins to be made, however, if the enamel pin doesn't reach the production funding goal in 14 days since the initial listing you will be notified and refunded. Make sure to keep an eye on the product info to know when the enamel pins are in production, these sections are regularly updated for pre-order enamel pins to notify you on the status of the pin!  

For some products you will have to pay Import Tax. Our products are dispatched from four locations (Nottingham and Leeds in the UK. The United States and Latvia. All clothing products are dispatched from either Latvia and The United States, for these products you will more than likely have to pay Import Tax. Illustrator Jake is not responsible for any Import Tax Fees that may occur. 

If you have received an item and there is no damage to the product, you are not eligible to return the product and receive a refund.

If you receive a pin and there is damage, we will be more than happy to swap it for you! Please make sure to email us with a photo of the damage and your order number and we will make arrangements. The buyer will be responsible for shipping costs when posting items back, but we will be more than happy to reimburse you with store credit with equal value to the shipping cost.

If you make damage to the pin after you have receive it, you will not be eligible to swap the product or receive a refund. The swapping policy only applies to products that were accidentally sent damaged. This is usually a rare case as we make sure to quality check all our products before sending them out.

If you don't receive your order please contact us and we'll be more than happy to ship out your order again. if one of the pins has become out of stock during this time you will be eligible for a refund for that specific pin.

If you find you are eligible for a refund from the above information, please see below for some frequently asked questions:

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 if the customer meets the policies above.

Contact me 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:

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

Custom or personalised orders. 

Clothing Items that have been worn/used. 

Digital downloads

Conditions of return Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Shipping Times For Enamel Pins:

UK:

UK orders are sent with Royal Mail second class postage.
You should receive your order within 15 working days after dispatch notification.


Europe:

European orders are sent with Royal Mail International Standard postage.
You should receive your order within 3-6 weeks after dispatch notification.


International:

All other international orders are sent with Royal Mail International Standard postage.
You should receive your order within 3-7 weeks after dispatch notification.

Shipping Times For Clothing Items:

Shipping times and couriers for clothing items varies depending on the dispatch locations. (United States or Latvia) - These items are print on demand. Once the order is placed these items are made uniquely for that customer. On average it takes 5-7 working days for the item to finish production and then 2-7 weeks for shipping. 

For some products you will have to pay Import Tax. Our products are dispatched from four locations (Nottingham and Leeds in the UK. The United States and Latvia. All clothing products are dispatched from either Latvia and The United States, for these products you will more than likely have to pay Import Tax. Illustrator Jake is not responsible for any Import Tax Fees that may occur.

 

If you have any concerns or enquiries please email us at: illustratorjakehelp@gmail.com