Returns Policy

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


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.  

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 for clothing items, 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.  

You will not be eligible for a refund if you have not contacted us within 14 days of delivery. 

Returns Policy for Enamel Pins:

  • 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.

 

You will not be eligible for a refund if you have not contacted us within 14 days of delivery. 

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.