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How do time-limited art releases work?
Time-limited releases will be pre-announced via our mailing list and made available for purchase during a 24-hour period. Time-limited editions will be sized based on the number of prints we sell during those 24 hours. Everyone who orders on the sale day gets a print. We will never re-print an edition, once it has been made available for a timed-release sale.
Time-limited pin releases will be pre-announce via social media accounts and the outlines will vary from one release to another. Time-limited editions are typically sized based on the number of pieces sold during the posted time frame. Everyone who orders during that time will get the piece that they have pre-ordered. The time getting them in hand and shipping will vary depending on size of product, size of the run and time of year (factories honor many holidays and tend to take week long breaks from production).
When will I receive my item?
For time-limited art releases, the edition size will be determined after the sale and then put into production, so please allow an estimated 4-6 weeks for delivery. If the time-limited release is very large, or there are extended delays, they will be posted about on social media. There will be no updates posted on the website as there are no guarantees that everyone could see the update. Please also bare in mind that due to the size of art pre-orders, domestic orders will ship out first since they can be bulk prepped and international orders will ship last due to customs and weight per order needing to be done one by one.
Other items in hand usually ship within 1-2 weeks. Orders are prepared and shipped in groups or 'bulk' at the same time, being dropped off on Saturdays. This means an Order is placed Monday night, the Order will not go out until the end of the week unless specifically requested or communicated prior. This is a small business being run by only a few people so please be patient and always feel free to contact us before or after placing an Order with any concerns.
For Pre-Orders on Pins or Patches; due to the nature of production and level of details, please allow up to 2-4 months for production after release/drop date (often it is less but sometimes can be more depending on how complex the design is). The best way to track this is simply to check your confirmation email or make note of the month outlined on the listing. This lets you know when you placed the Pre-Order and gives you an estimated production time line. Normally, the required amount of Pre-Orders to fund a design are filled right away, sometimes on the same day as the drop! This is when a design 'sells out' during a Pre-Order but in some cases you will see that some designs are still available which means they sold slower or are going into production out of pocket because Pre-Orders did not fund the complete release. In these cases the production might be delayed to start but nonetheless is still being produced. We strongly advise against making a Pre-Order purchase as a gift for someone else that is time specific (Holiday, Birthday etc.), there is no guarantee that the listed shipping month is exact, this is an estimate as long as nothing in the process goes wrong. The Pin Studio will never offer a Pre-Order that will then get canceled. We use all the sales to go into our productions, so your support means everything to us! After sample proofs and full production, products will arrive in hand and then start shipping via the order outline in the shop policies. Please keep these policies in mind if you are ordering domestic or international and if any Orders are mixed with Pre-Order and in hand products, they will only ship once all products are in hand.
Delivery times will vary depending on your location and chosen shipping method. You’ll get an email from us when your order ships, with tracking information.
Updates
This is for Updates on Pre-Order Enamel Pin designs, please be aware there was an update and Live Video (which was saved) outlining how all designs were ordered and paid for through our long time factory, Chao Pins. These posts are on our IG account for pins, @thepinstudio. Please take the time to go through the information on those posts. As of Jan 1 2023, we are no longer taking any further refund request as production is being sped up. Below is an outline on where Updates are being posted through our online accounts.
As we continue to move forward with production, there are three specific places to see Updates depending on which category you're looking for;
*Currently the biggest delay is on Miss Monster Pre-Orders which have now been trying to get re-ordered through another factory due to the delays from Chao Pins. We are out over $2000 with this factory which has not refunded the payments even though they have shown no more updates aside from digital proofs. We have been testing new factories and also inquiring about the ability to produce the large size design as the last factory that said they could ended up telling us they would outsource the production of the mold to another factory and would need to charge us even more than what they agreed on. We are now going to our fourth factory which may be able to take on the size of the design after they produce another small size design so we can evaluate the production quality. Updates are going to be posted as soon as we can get these new production photos and ensure we are not seeing mistakes. This will be for the Miss Monster Pin/Patch and Cthulhu Pin/Patch*
We try our best to keep shipping rates fair
Shipping rates are calculated at checkout time based on your address and chosen shipping method.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
We will ship to you no matter where you live
The shop is set up for U.S. and also International shipping but we are more than happy to provide a quote and create a shipping option anywhere in the world if you see it is not available. Feel free to reach out to us before placing an Order to request a quote.
·Due to the drastic issues regarding the Corona virus and price increases for International Shipping, John has had to make some changes moving forward, this effects all International Orders on and prior to Oct 2020. After testing a new shipping service and working with one client to track the amount of time (3 months travel) and cost for a shipment, the following resolutions are being offered for international customers:
If you are shipping internationally, be prepared for extra fees and delays
Our international shipping charges do not include the destination country’s duty, tax or customs fees. If applicable, these will be assessed upon delivery. We can not and will not falsely report on an item’s value to help you avoid these fees.
Tracking for International Orders is not available as all Orders are shipped via a third party service which utilizes USPS first to get to them, then to the U.S. border and then the package is handed over to your local post carrier. Tracking will only validate that the shipment has been sent out and that it has reached the destination facility, but does not provide tracking to door. Door to door shipment/tracking is available upon request but at a higher fee (UPS or FedEx).
Estimated delivery times are not guarantees and items will sometimes get tied up in customs for weeks. Furthermore, if your order is part of a time-edition or pre-order, they will ship last since domestic orders can be bulk shipped together and international orders have to be prepped one at a time with customs and weight, then bulk shipped to the third party courier and they in turn ship in bulk per country which allows for the lower shipping cost. We are not shipping international orders door to door per order, unless there was a request for specific shipping/tracking via UPS or FedEx prior to purchase.
·Due to the drastic issues regarding the Corona virus and price increases for International Shipping, John has had to make some changes moving forward, this effects all International Orders on and prior to Oct 2020. After testing a new shipping service and working with one client to track the amount of time (3 months travel) and cost for a shipment, the following resolutions are being offered for international customers:
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
Please contact us immediately about lost or damaged items
Damaged Deliveries must be declared within 3 business days of package delivery. Tracking is provided for all orders and damages caused by shipping or production must be accounted for in a timely fashion. All damages after this time period will not be held responsible by John D. Wiltshire, The Pin Studio and any other branch connected to those properties.
Keep all original packing materials as they may be needed for insurance investigation purposes. Email shop.johndwiltshire@gmail.com to let us know about any damage ASAP. If possible, include pictures. We’ll be in touch with next steps.
Please contact the shop if you find that your Order is lost or it has still not arrived despite the tracking number. We will do our best to assist in finding the order or delivering the product ordered, but please keep in mind that there is little control over the package once it has been dropped off to a shipping company and they have scanned/accepted it (especially International orders). If possible and the situation calls for it, we will help by replacing the orders. This will rely on product availability and shipping situation.
All Damage or Return inquiries must be done via email to shop.johndwiltshire@gmail.com, via the Contact page, or replying to the Order confirmation email. Order number must be referenced in order to look up Proof of Purchase.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
Pin Grading Policy
Due to the nature and production of our pins (size, detail, LE quantity, and hand-made nature*) please note that there may be small imperfections in your pin. We always strive for the best quality but as these pins are hand painted sometimes you might notice small imperfections like a bubble, particle of dust, slight dip, or small surface scratch in the enamel. These issues, if present will be minor and only noticeable on very close inspection. Any pins that have highly visible defects will not be sold or shipped without being disclosed before the point of sale as B or C Grade but such sales will be rare as we ask our factory to replace any pins we deem as damaged or flawed.
Pins are inspected in natural light, at eye level, from a distance of 10-12". Imperfections should be noticeable almost immediately. We ask you to please use similar discretion! If you have any concerns with your pin please feel free to reach out to us via the Contact page but please note that you might not be offered a refund if you:
Please understand that in an instance where a concern is raised we will be using our own discretion to determine if a resolution is to be offered and to what degree.
*We make sure all our pins are painted, polished, and assembled by hand. We do not use machine painting because it would take away jobs and increase our environmental footprint.
Returns and Refunds
If you’re not completely satisfied, email us to arrange a return within 14 days. All returns are subject to a 15% re-stocking fee along with handling of shipping back to return address. Please be aware if a PayPal claim is created without contact, or due to a disagreement for a request, and the claim is lost on your side, Personal payments for refunds are not available. Closure or decision by PayPal on a claim finalizes the transaction, not allowing anything to be done with the payment anymore.
Due to the nature of Limited Edition releases or Pre-Orders, refunds cannot be made for incorrect quantities or orders placed. Limited releases are first come first serve and we will not refund orders placed to hold product from other customers. Enamel Pin Pre-orders cannot be refunded unless they fall under special circumstances or damages as they are not a physical product until arrival in hand at The Pin Studio. Please read descriptions on all listings for outlines on quantity limitations and arrival dates for physical products.
With the nature of Enamel Pin or Patch Pre-Orders, Refunds are not possible until product is in hand. Pre-Orders use the money from the limited quantity sales to go directly to factory and start production. That means every order is helping create the product and thus there is no money to refund. Please read all information regarding Production and Shipping estimates before participating in a Pre-Order. All information is made available prior to any purchase and a Refund cannot be made simply because it was not regarded by the purchaser. These are the terms agreed upon any Pre-Order purchase.
If there are special circumstances regarding the need to cancel, or special circumstances due to production, please contact with the Request within the first 6 month period. We need to reach out and request assistance to see if an Order can be cancelled via the e-commerce platform. Once out of the six month period the options to Refund are made impossible by the e-commerce platform and/or PayPal but if special circumstances are met, a refund can be made via Service Payment through PayPal and fees may apply.
Any approved Refunds will be returned via the same method used to pay for the Order (PayPal or Credit Card). Please allow 3-5 days after confirmation of refund for the funds to be reflected on your account. Please be advised that these times vary depending on your PayPal/Credit account. Any approved Refunds outside of the 6 month window will be refunded via PayPal as a Service Payment. This is through PayPal's Goods and Services since the protection window for an automatic refund has expired. PayPal's 2.9% + 0.30 USD fees will also be covered with the Service Payment along with the original Order number referenced. This process is to allow protection for both parties, as the buyer can deny or return the Refund if they decide they want an alternate solution and The Pin Studio as a business needs to account for all payments and refunds. Personal payments cannot be submitted in order to protect both parties and account for the funds of the original Order. Any approved Refund request for a Pre-Order may not be processed immediately. If the Refund request is for production which has already been paid for as outlined previously, the money from the Order has been used for this production and is no longer readily available. Any approved request for products in production will be acknowledged and added to a Refund Request list and attended to sequentially as funds are available. If a Refund has not been processed and you would like the received the finished product instead, please make sure to send an email with Order number to contact.johndwiltshire@gmail.com to retract the Refund Request.
*Please note that Refund Requests for Enchanted Toon Club designs follow these same outlines and Updates on which designs are being refunded are posted on the Enchanted Toon Club Patreon via Public posts which are free to view. No subscription or payment is needed to check on these posts but due to the nature of the Fan Art designs, all posts are Updated in the Club.*
All Damage or Return inquiries must be done via email to contact.johndwiltshire@gmail.com, via the Contact page, or replying to the Order confirmation email. Order number must be referenced in order to look up Proof of Purchase.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
We reserve the right to refuse service and/or limit quantities to anyone at our discretion.
Customer Privacy
Information you provide to the Shop through the ordering process will only be used to keep you up-to-date with your order’s progress and to contact you if there are any issues.
Ordering an item does not subscribe you to the mailing list – the list must be opted-into separately, via our contact page.
We’ll never, ever, ever sell or otherwise give out information to a third party.
Time-limited releases will be pre-announced via our mailing list and made available for purchase during a 24-hour period. Time-limited editions will be sized based on the number of prints we sell during those 24 hours. Everyone who orders on the sale day gets a print. We will never re-print an edition, once it has been made available for a timed-release sale.
Time-limited pin releases will be pre-announce via social media accounts and the outlines will vary from one release to another. Time-limited editions are typically sized based on the number of pieces sold during the posted time frame. Everyone who orders during that time will get the piece that they have pre-ordered. The time getting them in hand and shipping will vary depending on size of product, size of the run and time of year (factories honor many holidays and tend to take week long breaks from production).
When will I receive my item?
For time-limited art releases, the edition size will be determined after the sale and then put into production, so please allow an estimated 4-6 weeks for delivery. If the time-limited release is very large, or there are extended delays, they will be posted about on social media. There will be no updates posted on the website as there are no guarantees that everyone could see the update. Please also bare in mind that due to the size of art pre-orders, domestic orders will ship out first since they can be bulk prepped and international orders will ship last due to customs and weight per order needing to be done one by one.
Other items in hand usually ship within 1-2 weeks. Orders are prepared and shipped in groups or 'bulk' at the same time, being dropped off on Saturdays. This means an Order is placed Monday night, the Order will not go out until the end of the week unless specifically requested or communicated prior. This is a small business being run by only a few people so please be patient and always feel free to contact us before or after placing an Order with any concerns.
For Pre-Orders on Pins or Patches; due to the nature of production and level of details, please allow up to 2-4 months for production after release/drop date (often it is less but sometimes can be more depending on how complex the design is). The best way to track this is simply to check your confirmation email or make note of the month outlined on the listing. This lets you know when you placed the Pre-Order and gives you an estimated production time line. Normally, the required amount of Pre-Orders to fund a design are filled right away, sometimes on the same day as the drop! This is when a design 'sells out' during a Pre-Order but in some cases you will see that some designs are still available which means they sold slower or are going into production out of pocket because Pre-Orders did not fund the complete release. In these cases the production might be delayed to start but nonetheless is still being produced. We strongly advise against making a Pre-Order purchase as a gift for someone else that is time specific (Holiday, Birthday etc.), there is no guarantee that the listed shipping month is exact, this is an estimate as long as nothing in the process goes wrong. The Pin Studio will never offer a Pre-Order that will then get canceled. We use all the sales to go into our productions, so your support means everything to us! After sample proofs and full production, products will arrive in hand and then start shipping via the order outline in the shop policies. Please keep these policies in mind if you are ordering domestic or international and if any Orders are mixed with Pre-Order and in hand products, they will only ship once all products are in hand.
Delivery times will vary depending on your location and chosen shipping method. You’ll get an email from us when your order ships, with tracking information.
Updates
This is for Updates on Pre-Order Enamel Pin designs, please be aware there was an update and Live Video (which was saved) outlining how all designs were ordered and paid for through our long time factory, Chao Pins. These posts are on our IG account for pins, @thepinstudio. Please take the time to go through the information on those posts. As of Jan 1 2023, we are no longer taking any further refund request as production is being sped up. Below is an outline on where Updates are being posted through our online accounts.
As we continue to move forward with production, there are three specific places to see Updates depending on which category you're looking for;
- Any updates on fantasy fan art designs (Disney, HP, SW) are all under The Enchanted Toon Club on Patreon. There have been some larger specific posts regarding Updates, Delays and steps being taken such as this one: https://www.patreon.com/posts/before-next-52689063 while also having additional Free/Public posts on the Club Patreon account for any design that was also sold publicly: https://www.patreon.com/enchantedtoonclub Once updates are posted in the Club, they are also posted on our IG stories and saved in the Enchanted Toon Club Highlight.
- For any other Pre-Orders, the Updates are posted directly on the Pin Studio Instagram (@thepinstudio) via Stories, saved in the Highlights folders.
- Lastly they are also updated on the Store site via the visiting banner and right here on the FAQ page.
*Currently the biggest delay is on Miss Monster Pre-Orders which have now been trying to get re-ordered through another factory due to the delays from Chao Pins. We are out over $2000 with this factory which has not refunded the payments even though they have shown no more updates aside from digital proofs. We have been testing new factories and also inquiring about the ability to produce the large size design as the last factory that said they could ended up telling us they would outsource the production of the mold to another factory and would need to charge us even more than what they agreed on. We are now going to our fourth factory which may be able to take on the size of the design after they produce another small size design so we can evaluate the production quality. Updates are going to be posted as soon as we can get these new production photos and ensure we are not seeing mistakes. This will be for the Miss Monster Pin/Patch and Cthulhu Pin/Patch*
We try our best to keep shipping rates fair
Shipping rates are calculated at checkout time based on your address and chosen shipping method.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
We will ship to you no matter where you live
The shop is set up for U.S. and also International shipping but we are more than happy to provide a quote and create a shipping option anywhere in the world if you see it is not available. Feel free to reach out to us before placing an Order to request a quote.
·Due to the drastic issues regarding the Corona virus and price increases for International Shipping, John has had to make some changes moving forward, this effects all International Orders on and prior to Oct 2020. After testing a new shipping service and working with one client to track the amount of time (3 months travel) and cost for a shipment, the following resolutions are being offered for international customers:
- If you have multiple Pre-Orders, a Spreadsheet is being made for consolidation. This will allow the shipping cost already paid for to be used and bulk the Orders together for the much more expensive option which has the tracking and would be delivered easily. This does not mean all pending orders would have to wait, but if 2-3 cover the cost, then those can be sent off. Then on to the next ones. If you rather pay extra for the higher tier shipping per Order, please email the store and advise of this choice and we will be able to calculate by address and invoice appropriately!
- If you rather have the packages held for a bit until issues with Covid really clear up, a Spreadsheet for that is being made along with a 'long term' storage for orders so they are protected, not sold and we can arrange shipping when you are comfortable.
- If neither of the first 2 options are something you would like to do, your Order can be canceled under the same Refund Outline found here in the FAQs page but the items cannot be held to be purchased again, nor is there any guarantee that anything will be available again once you have opted to cancel your Order.
If you are shipping internationally, be prepared for extra fees and delays
Our international shipping charges do not include the destination country’s duty, tax or customs fees. If applicable, these will be assessed upon delivery. We can not and will not falsely report on an item’s value to help you avoid these fees.
Tracking for International Orders is not available as all Orders are shipped via a third party service which utilizes USPS first to get to them, then to the U.S. border and then the package is handed over to your local post carrier. Tracking will only validate that the shipment has been sent out and that it has reached the destination facility, but does not provide tracking to door. Door to door shipment/tracking is available upon request but at a higher fee (UPS or FedEx).
Estimated delivery times are not guarantees and items will sometimes get tied up in customs for weeks. Furthermore, if your order is part of a time-edition or pre-order, they will ship last since domestic orders can be bulk shipped together and international orders have to be prepped one at a time with customs and weight, then bulk shipped to the third party courier and they in turn ship in bulk per country which allows for the lower shipping cost. We are not shipping international orders door to door per order, unless there was a request for specific shipping/tracking via UPS or FedEx prior to purchase.
·Due to the drastic issues regarding the Corona virus and price increases for International Shipping, John has had to make some changes moving forward, this effects all International Orders on and prior to Oct 2020. After testing a new shipping service and working with one client to track the amount of time (3 months travel) and cost for a shipment, the following resolutions are being offered for international customers:
- If you have multiple Pre-Orders, a Spreadsheet is being made for consolidation. This will allow the shipping cost already paid for to be used and bulk the Orders together for the much more expensive option which has the tracking and would be delivered easily. This does not mean all pending orders would have to wait, but if 2-3 cover the cost, then those can be sent off. Then on to the next ones. If you rather pay extra for the higher tier shipping per Order, please email the store and advise of this choice and we will be able to calculate by address and invoice appropriately!
- If you rather have the packages held for a bit until issues with Covid really clear up, a Spreadsheet for that is being made along with a 'long term' storage for orders so they are protected, not sold and we can arrange shipping when you are comfortable.
- If neither of the first 2 options are something you would like to do, your Order can be canceled under the same Refund Outline found here in the FAQs page but the items cannot be held to be purchased again, nor is there any guarantee that anything will be available again once you have opted to cancel your Order.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
Please contact us immediately about lost or damaged items
Damaged Deliveries must be declared within 3 business days of package delivery. Tracking is provided for all orders and damages caused by shipping or production must be accounted for in a timely fashion. All damages after this time period will not be held responsible by John D. Wiltshire, The Pin Studio and any other branch connected to those properties.
Keep all original packing materials as they may be needed for insurance investigation purposes. Email shop.johndwiltshire@gmail.com to let us know about any damage ASAP. If possible, include pictures. We’ll be in touch with next steps.
Please contact the shop if you find that your Order is lost or it has still not arrived despite the tracking number. We will do our best to assist in finding the order or delivering the product ordered, but please keep in mind that there is little control over the package once it has been dropped off to a shipping company and they have scanned/accepted it (especially International orders). If possible and the situation calls for it, we will help by replacing the orders. This will rely on product availability and shipping situation.
All Damage or Return inquiries must be done via email to shop.johndwiltshire@gmail.com, via the Contact page, or replying to the Order confirmation email. Order number must be referenced in order to look up Proof of Purchase.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
Pin Grading Policy
Due to the nature and production of our pins (size, detail, LE quantity, and hand-made nature*) please note that there may be small imperfections in your pin. We always strive for the best quality but as these pins are hand painted sometimes you might notice small imperfections like a bubble, particle of dust, slight dip, or small surface scratch in the enamel. These issues, if present will be minor and only noticeable on very close inspection. Any pins that have highly visible defects will not be sold or shipped without being disclosed before the point of sale as B or C Grade but such sales will be rare as we ask our factory to replace any pins we deem as damaged or flawed.
Pins are inspected in natural light, at eye level, from a distance of 10-12". Imperfections should be noticeable almost immediately. We ask you to please use similar discretion! If you have any concerns with your pin please feel free to reach out to us via the Contact page but please note that you might not be offered a refund if you:
- need to take an extremely close picture where the pin is larger than it is in real life
- need to circle the area of concern in order to point it out
- can only capture it in a video with use of angled light to reveal the imperfection.
Please understand that in an instance where a concern is raised we will be using our own discretion to determine if a resolution is to be offered and to what degree.
*We make sure all our pins are painted, polished, and assembled by hand. We do not use machine painting because it would take away jobs and increase our environmental footprint.
Returns and Refunds
If you’re not completely satisfied, email us to arrange a return within 14 days. All returns are subject to a 15% re-stocking fee along with handling of shipping back to return address. Please be aware if a PayPal claim is created without contact, or due to a disagreement for a request, and the claim is lost on your side, Personal payments for refunds are not available. Closure or decision by PayPal on a claim finalizes the transaction, not allowing anything to be done with the payment anymore.
Due to the nature of Limited Edition releases or Pre-Orders, refunds cannot be made for incorrect quantities or orders placed. Limited releases are first come first serve and we will not refund orders placed to hold product from other customers. Enamel Pin Pre-orders cannot be refunded unless they fall under special circumstances or damages as they are not a physical product until arrival in hand at The Pin Studio. Please read descriptions on all listings for outlines on quantity limitations and arrival dates for physical products.
With the nature of Enamel Pin or Patch Pre-Orders, Refunds are not possible until product is in hand. Pre-Orders use the money from the limited quantity sales to go directly to factory and start production. That means every order is helping create the product and thus there is no money to refund. Please read all information regarding Production and Shipping estimates before participating in a Pre-Order. All information is made available prior to any purchase and a Refund cannot be made simply because it was not regarded by the purchaser. These are the terms agreed upon any Pre-Order purchase.
If there are special circumstances regarding the need to cancel, or special circumstances due to production, please contact with the Request within the first 6 month period. We need to reach out and request assistance to see if an Order can be cancelled via the e-commerce platform. Once out of the six month period the options to Refund are made impossible by the e-commerce platform and/or PayPal but if special circumstances are met, a refund can be made via Service Payment through PayPal and fees may apply.
Any approved Refunds will be returned via the same method used to pay for the Order (PayPal or Credit Card). Please allow 3-5 days after confirmation of refund for the funds to be reflected on your account. Please be advised that these times vary depending on your PayPal/Credit account. Any approved Refunds outside of the 6 month window will be refunded via PayPal as a Service Payment. This is through PayPal's Goods and Services since the protection window for an automatic refund has expired. PayPal's 2.9% + 0.30 USD fees will also be covered with the Service Payment along with the original Order number referenced. This process is to allow protection for both parties, as the buyer can deny or return the Refund if they decide they want an alternate solution and The Pin Studio as a business needs to account for all payments and refunds. Personal payments cannot be submitted in order to protect both parties and account for the funds of the original Order. Any approved Refund request for a Pre-Order may not be processed immediately. If the Refund request is for production which has already been paid for as outlined previously, the money from the Order has been used for this production and is no longer readily available. Any approved request for products in production will be acknowledged and added to a Refund Request list and attended to sequentially as funds are available. If a Refund has not been processed and you would like the received the finished product instead, please make sure to send an email with Order number to contact.johndwiltshire@gmail.com to retract the Refund Request.
*Please note that Refund Requests for Enchanted Toon Club designs follow these same outlines and Updates on which designs are being refunded are posted on the Enchanted Toon Club Patreon via Public posts which are free to view. No subscription or payment is needed to check on these posts but due to the nature of the Fan Art designs, all posts are Updated in the Club.*
All Damage or Return inquiries must be done via email to contact.johndwiltshire@gmail.com, via the Contact page, or replying to the Order confirmation email. Order number must be referenced in order to look up Proof of Purchase.
Please be aware that the Pin Studio, John D. Wiltshire or any parties working with the shop are not accountable for incorrect information provided for shipping purposes. If an address is added incorrectly it is not our responsibility that the order did not arrive correctly or that we are liable to ship a new order to replace the shipped order (unless the package comes back returned and we can ship the same products again). Please keep in mind that many of the products are Limited Edition and we will not have additional pieces to continuously replace products.
We reserve the right to refuse service and/or limit quantities to anyone at our discretion.
Customer Privacy
Information you provide to the Shop through the ordering process will only be used to keep you up-to-date with your order’s progress and to contact you if there are any issues.
Ordering an item does not subscribe you to the mailing list – the list must be opted-into separately, via our contact page.
We’ll never, ever, ever sell or otherwise give out information to a third party.
