FREQUENTLY ASKED QUESTIONS

General

When placing your order, you'll be required to email us the art work to: info@pinpalz.co.uk

Once we have mocked the artwork, you're happy with the graphical mock up broken down in to sizing, backing colour, backing style and clasp, we will then agree to move on to production.

Please be aware, that we will use the Pantone colour scheme to match as close as possible to your artworks colour scheme. Please be aware that some monitors can alter and change these colours depending on age, style and definition. 

Once you have agreed on artwork, you're happy with the mock provided, that is a legally binding contract, and no further changes can be made to the agreed style and colours.

You can be as specific as you wish, including line thickness, and the complete break down scale of colours, we don't bite and we welcome your changes and artistic merriment.

Custom Charges

We are not liable for custom and excise taxes based on your countries legal standing.

We mark our items officially, and legally. We can split parcels if needs be, but you'd be liable for any extra costs.

Turn around time

We work on a 14 - 31 business day turn around not including shipping. This is also from artwork approval, not from order placed.

 If you require an expedited service, please contact us

Not happy?

If you're not happy, we're not happy, please email us, and we can attempt to rectify the issue and help get you back on your way

Wholesale

Looking at placing an order for more than the standard 100? Give us an email, great rates on orders above 200, including free moulding break down, expedited and insured shipping.

Artwork

If you need help with your art work, or need it colouring, please do get in touch and we maybe able to help. We're happy to help turn our customers creations in to workable pieces of enamel art.

Place of manufacturing

We get asked this a lot, and we believe in being transparent. Our pins are manufactured in China, through a reputable and trust worthy source. We've had a lot of dealings, and I wanted to make sure that the companies ethics and staff roles matched my own personal ethics. 

The factory are fair wage, the employees have over 21 days holiday a year (not including Chinese New Year) - and work 5 day weeks. 

Refunds

If you decide that you want a refund and no artwork has been produced, then we will refund the cost in full (this takes 5 to 7 business days). If a technical mock up has taken place, then we will deduct £25 from your refund for artwork cost.

If your pins turn up, and they're damaged in transit, and it's something we can rectify that isn't design / mould related, we will replace the pins for free (we ask sometimes that the originals are sent back, with proof of postage before proceeding).

If the pin has a mis-colouring issue, but it is something you finalised in the artwork stages, we will not be liable for any refunds as the acceptance of the artwork on an as is basis is on you the client. 

If you decide you don't want the pins and it's relating to a service issue (speed, communication issue) - we will not refund. We aim to respond to all emails within 24 hours, if you get no luck via Facebook or Instagram, we require you to email. 

Our delivery period is estimated, once delivered the time lines for delivery are out of our control. We use Royal Mail Tracked and signed.