FREQUENTLY ASKED QUESTIONS | PinPals LTD

FREQUENTLY ASKED QUESTIONS

General

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.

Terms and Conditions of our website can be read here

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 prior to ordering.

Delivery

We use Royal Mail, TNT, DHL and sometimes UPS. 90% of our parcels will be via Royal Mail tracked and signed, insured up to a value of £50. Any further insurance can be purchased for an additional £7.25 on check out.

Once the item has been handed over to Royal Mail - their timelines apply. UK is sent first class signed for, which has a 1-3 business day turn around. International it varies from country to country, USA and Europe is around 5-7 business days, 10 business days for everywhere else.

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.

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 shipping costs.

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 the items arrive damaged in transit, and you require them to be re-made. You have the option of retaining the damaged seconds at a cost of £50 to then sell on as you wish. 

If you require a whole re-make, we will require the pins sent back before we will proceed with any re-make, this is at the cost of yourself, so please retain any proof of postage.

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.