+ Where do you ship from? What days do you usually ship?
I ship from New York. I ship orders out usually within 1-3 business days and delivery time is different for domestic and international orders. Any orders placed from Friday to Sunday will start shipping on Monday or the next business day. Please note, during any holiday or sales period, orders can result in longer shipping times. Please view the USPS holiday and events that may affect shipping.
+ How do you ship US orders?
I ship via USPS First-Class package within 1-3 business days, sometimes faster! This includes a tracking number and delivery usually takes 2-5 business days. If you need your package ASAP, I recommend USPS Priority Mail which can deliver in 1-3 business days. If you're interested in this option, please let me know and I can create a reserved listing for you to purchase. Priority shipping will cost $7.50. Please note, during any holiday or sales period, orders can result in longer shipping times.
+ How do you ship international orders?
I ship to most international countries via USPS First-Class package within 1-3 business days, sometimes faster! This includes a tracking number and delivery can take 2-6 weeks. Unfortunately, international shipping costs are pricey (at $10.00 for Canada and $13.50 for everywhere else) and I am unable to lower shipping costs.
Please understand that international buyers are responsible for any import taxes, custom duties, and/or fees imposed by their country's laws and regulations. I cannot estimate how much duties you will pay but your local customs should be able to estimate the price.
Please note, during any holiday or sales period, orders can result in longer shipping times.
+ I entered in the wrong shipping address, can you ship my order to another address?
If you entered the wrong address, please let me know immediately. I can change your address before your order is shipped. However, if your order has already been shipped, I’m unable to change your address. In this case, we will have to wait until your package returns to me. Once I receive your package, you will need to pay for the second shipping cost and I will send you your new tracking information.
+ How do you pack your orders?
I pack all orders personally, with care and by hand. Pins, patches, and embroidered pins arrive with backer cards and placed inside a glassine bag and a padded envelope. Art prints are protected with a glassine envelope and a rigid flat mailer. Socks arrive with a label and placed inside a glassine bag and poly mailer (or padded envelope if other items are included in the order).
+ Do you offer upgraded shipping?
Yes, I offer upgraded shipping on US orders only. Please let me know if you want your order sent with USPS Priority or Express shipping. Please note that upgraded shipping will cost more than the standard option. I will send you an invoice for the extra shipping cost.
+ I'm in New York, can I pick up my order? Do you have a physical location?
At the moment, I only sell online and I'm not set up for in-person pickups but follow me on Instagram @justine.gilbuena for any local market vending updates.
+ I think my package is lost OR tracking shows that my item is delivered but I didn’t receive it.
This happens to me too! Unfortunately I have no control over delivery once I drop off your package at the post office. Please check with your neighbors or all the places your mail could be delivered and contact your local post office to let them know first. I recommend waiting a few days to see if the package shows up. I notice that it usually arrives the next day or two but if your package does not arrive within that week, please contact me.
CANCELLATIONS, RETURNS, REFUNDS & REPLACEMENTS
+ I’ve changed my mind, can I cancel my order?
I try to send out orders as soon as possible so please contact me ASAP to cancel your order or change delivery details.
+ What happens if my item arrives broken/damaged?
All items are packaged carefully to ensure your item arrives safely. In the unlikely event that your item arrives damaged, please contact me as soon as possible with a photo of the broken/damaged item and I will send you a replacement.
+ My pins have become damaged or worn over time, can you send me a replacement?
If your item was damaged during their postal journey or shortly after (14 days of delivery), I am happy to send you a replacement. I do not offer replacements for items that have been delivered to you beyond 14 days or items that were intentionally damaged.
+ Do you offer returns or refunds?
I put a lot of care in every package I send out. I hope you’re always happy with your purchase, but if you’re unhappy with an order, please don’t hesitate to contact me. I’ll do everything I can to resolve any issues or concerns. I offer refunds on purchases returned in original and unused condition. Please contact me within 14 days of delivery and ship items back within 30 days of delivery. Please understand that you are responsible for return shipping costs. If the item is not returned in its original condition, you are responsible for any loss in value.
+ The item I want is sold out, can you let me know when it’s restocked?
If an item is sold out but is still listed in the shop, please view the listing and click “Email me when available” and you’ll be one of the first to be notified once it’s available.
If an item is sold out but not in the shop, I will not restock unless enough people request the item so definitely let me know.
+ What is the difference between rubber backs and locking clasps?
Rubber backs are very secure on thin fabrics and are easy to put on and take off the the pin posts, all you need to do is push and pull. Locking clasps have a spring which helps to lock your pin into place and they are very secure on both thin and thick fabrics.
+ My locking clasp is stuck, how do I remove it?
All orders with locking clasps are tested to make sure they’re easily placed and removed. Please note, some locking clasps do not fit or remove easily when placed on a different pin post. To remove the locking clasp, push the part closest to the pin and pull back on the other end (the flat top) at the same time. Please watch this video (at 0:55), it's really helpful!
+ Can I use your design for my tattoo?
If you're interested in having one of my designs tattooed, please contact me. My tattoo fee is $30/design and I will email you my tattoo permission release form to take to your tattoo artist. This is only for my existing work and not for custom tattoo designs, I'm currently unable to take any custom tattoo requests.