FAQ

Delivery And Returns For Clothing:

Please note the majority of items ship separately.

When will I get my order? 

It takes 3-14 days to fulfill a clothing order, after which it’s shipped out. The shipping time depends on  your location, but can be estimated as follows:  USA: 5-​8 business days. Everywhere else: 10-20 business days.

Where will my order ship from? 

We work with an on-demand order fulfillment company with facilities worldwide! 


Will I be charged customs for my order? 

An additional customs and tax fee can occur on international orders outside of the USA. 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? 

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at illustratorjakehelp@gmail.com

Do you offer refunds? 

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at illustratorjakehelp@gmail.com with photos of wrong/damaged items and we’ll sort that out for you.  

What’s your return policy for enamel pins?

We do offer returns and exchanges for enamel pins, buyers are responsible for any return postage costs that may apply. See our returns policy for enamel pins below: 

Returns Policy for Enamel Pins:

  • By purchasing from our website you agree to abide by all store policies below.
  • With enamel pin purchases 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!  
  • 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 for enamel pins if the customer meets the policies above.

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. 

Clothing Items. 

Items that have been worn.

 

COVID-19 UPDATE

Illustrator Jake is still operating, however, shipping may be delayed to some countries. we're actively following the latest developments about the Covid-19 outbreak. We want to keep you informed about how it might impact your orders with Illustrator Jake, so follow this page for current updates.

As of now, here's the status of each Illustrator Jake branch and partnered warehouses: 

UK: operating as normal.

EU: operating as normal.

LA: operating with some basic capacity.

NC: operating with some basic capacity.

Since we’re working at a reduced capacity, order fulfillment will take longer than our previous maximum of 7 business days.

UPDATED SHIPPING TIMES BELOW: 

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 3-7 weeks for shipping. 

 

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