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POLICIES & FAQs

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POLICIES/POSTAGE AT JINKS

Not the most exciting part of or website, but it is important.

Find our postage and returns policies below.  Plus information on our vegan & cruelty free status. 

 
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DISPATCH TIMES

You will receive an order confirmation email right after you place an order. Once we post your order/drop if off at the post office, you will receive a dispatch email. Postage times from this point is usually 2-3 days.

If you order a pre-made item, please allow 5-7 business days for delivery.

 

Custom/made to order times currently carry a lead time of 10-15 working days. We will always aim to get items to you as soon as possible, but we do need to allow ourselves to order in specialist materials, and factor in that we are only a two woman team.

POSTAGE

We use Royal Mail to send the vast majority of our orders, a such postage & packing cost is £3.50

Some of our smaller items (like patches and snoods) carry a smaller postage cost to reflect the reduced cost of shipping these smaller items.

For larger or heavier orders we shop around a bit for the best postage cost. We prioritise insured or tracked services to protect ourselves and the customer.

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PACKAGING

We wrap our items in newspaper offcuts to prevent scratches on items like our collars. 

 

We don't usually have tags on products in an aim to minimise waste.  Plus we can fit more information on our website,. We use small, self-printed cardboard tags tied with twine for our market stall events.

We self print our stickers on recyclable sticker paper (as most stickers can't be recycled) and use a paper based tape when sealing boxes/envelopes.

We re-use boxes and packets we receive personally, (and from family and friends). This helps us keep packing costs down to very close to actual postage costs. More importantly it is far more eco friendly. 

Whilst our design brains would love custom packaging or standardised boxes; we can't justify this whilst it is within our capabilities to re-use.

RETURNS & ORDER PROBLEMS

Pre-made items ordered from our website can be exchanged within 7-14 days (as is UK law). Unfortunately we cannot cover the return postage unless it is a faulty item.

Made to order or custom items cannot be returned/exchanged (unless the product is faulty) as these are made just for you & your dog.

We will always however be happy to talk to you if you have any problems with your order or with the products you receive. Get in contact at hello@madebyjinks.co.uk with the subject heading 'Problem with my order' so we can deal with it quickly for you.

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PAYMENT METHODS

You can either pay by card via the Wix Shop platform we use, or via PayPal.

For large/wholesale orders we prefer a bank transfer.

If you catch us at a show/market event we use a portable card machine. We can use this to safely take card payments from you (contactless included). Or we can take cash!

VEGAN & CRUELTY FREE PLEDGE

We have and will always only make vegan & cruelty free products at JINKS.

A few examples:

Our faux-fur is a high quality material and as such is super soft and surprisingly realistic. We buy off-cut pieces in bulk from the home and fashion industry.

BioThane is a synthetic alternative to a leather material. We also believe it has better performance qualities.

 

All our fabric is vegan (e.g. no wool). 

Our vinyl is vegan & the backing is recyclable (the bit we dispose of).

We are proud to have been accepted into the UK Vegan traders union (reg number 00427).

We can also promise that our dogs enjoy nothing but fun during our testing phases too :P

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SHIPPING OUTSIDE OF ENGLAND & THE UK

First; we're flattered that you are curious about our products even though we're far away!

A few UK areas (outside of England) carry a slightly higher postage cost due to the postage cost being higher. We unfortunately cannot swallow the cost - perhaps we can if we grow as a company!

Shipping to Europe and Internationally is possible, there are just a few more hoops for us to jump through. 

 

If you can't currently order to your country through our website it is likely because the procedures for international postage to your area are a bit tricky (or cost is size and weight dependant so a flat postage rate cannot apply). We welcome you to get in touch with us. so we can work with you to look into the feasibility & cost of posting an order out to you.

Note: You as the customer will be in charge of any taxes or fees on the receiving end.

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FAQs

 
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Why do orders take up to 14 working days?

Usually we're a lot quicker in fulfilling orders, and if you order an item that is ready made/ready to post then the turn around is within a few days. However if we need to make your order from scratch then it may take us a little longer to do this, sometimes we need to wait on material deliveries or may have a sewing/ making heavy week. If there are ever any problems we will always get in contact with you.

Large and wholesale orders may take a little longer but we'll likely be in email contact before then and timescales will be part of discussions.

How much is actually handmade?

Almost everything! We strive to always keep it that way. We were fortunate to start off with a lot of equipment and machinery from previous work and hobbies.

We buy in sheet materials (like rolls of fabric) and components (like collar buckles) but cut and construct everything from there. 

The only items we buy in are our clothing and accessories lines, which we buy blank and customise from there. Our designs our hand designed and drawn by us but it is time (there for cost) prohibitive for us to customers sew the garments ourselves.

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Can I wash my JINKS products?

Yes! This is always an important factor we consider when designed JINKS products. 

Our fabric products can be washed at 30 in your washing machine with a normal detergent, and air dried.

Our BioThane products can be washed in the kitchen sink & air dried.

Can I return an item?

If you ordered an in stock item, then yes, the usual return within 7 day rules apply. Unfortunately - we (unless there is fault) we cannot cover return postage costs.

If you ordered a custom item or fixed length collar, these are non-returnable as they are made just for you.

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How do you send you orders?

We use Royal Mail to send the majority of our orders.

Some of our smaller items (like patches and snoods) carry a smaller postage cost to reflect the reduced cost of shipping these smaller items.

For larger or heavier orders we shop around a bit for the best postage cost. We prioritise insured or tracked services to protect ourselves and the customer.

Is everything vegan and cruelty free?

Yes! A few examples:

Our faux-fur is high quality material, we buy in bulk offcuts from the home and fashion industry.

BioThane is a synthetic alternative to a leather material & all our fabric is vegan (e.g. no wool).

We are proud to have been accepted into the UK Vegan traders union (reg number 00427).

We can also promise that our dogs enjoy nothing but fun during our testing phases too :P

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Who designs your products?

We do!

This is hopefully obvious with our snuffle bag, we conceived, developed and made this as a pair! Before releasing items we always ask friends or people we trust to review our items, just incase we've missed something important or useful!

Of course our BioThane collars may look similar to other items out there as we can't reinvent the wheel, but we always strive to design ourselves; eg. the addition of eyelets and collar loops on BioThane collars was not standard when we first released ours.

We also try our hardest to source fabric patterns we haven't seen used in the 'dog world', we don't want to step on any  toes.

How do you package you orders?

We wrap our items in newspaper offcuts to prevent scratching en route. We don't usually have tags on products as we can fit more information on our website (apart from shows).

We self print stickers on recyclable sticker paper (as most stickers can't be recycled) and use a paper based tape.

We re-use boxes and packets we receive personally, and from family and friends. This helps us keep postage costs down to very close to actual costs and more importantly it is far more eco friendly. 

Whilst our design brains would love custom packaging we can't justify this whilst it is within our capabilities to re-use. packaging

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What if there is a fault?

If there is a fault with your item (above normal wear & tear) contact us and we will work out a solution for you!

We do try our best to make sure this doesn't happen of course.

What happens if I don't get my order?

Occasionally things get lost in the post. We have had it happen only a few times, but after the postage period has passed, let us  know, we'll contact the postage company. If there's no luck, we'll put a claim in with them & send you a new order whilst that goes ahead.

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Can I order a different colour or colour scheme?

If we already use the colours you want, then of course. Just drop us an email or DM & we'll either set you up a custom order or direct you to make a note of agreed changes in your order notes.

Can I get a colour you don't have?

If you want a colour way we don't carry as standard then we will of course look into sourcing materials for you. I

Pricing of that item will depend on the order amount placed or if we are required to order with excess. We will always provide you with an estimate or official quote before purchase or making.

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