FAQ's // Returns & End of Life Policies

All orders receive a confirmation email, once we receive payment,

you will then receive another notification once the order has been dispatched.

We try our best to dispatch all orders within 3 working days (starting the day after the order was placed). If you have not received a notification within this time frame then please don't hesitate to contact us on moonbase@wyattandjackjunior.com

We will endeavour to help with this however if the order has already been put through our courier system, then we can't change it, [basically if you need it changed then email moonbase@wyattandjackjunior.com sooner rather than later!]

Unfortunately not, we can't amend anything our end once its placed.

For custom enquiries, please email wyattandjackjunior@outlook.com

We're unable  to this retrospectively i'm afraid, however, they do carry over to your next order -YAY!

Nope, which is a shame... but everything order processing -related works through a fully automated system of computer witchcraft that we can't amend manually

Yep! Once the item has been dispatched you will be emailed a tracking number

We try [really hard!] to dispatch all orders within 2 working days BUT we are a sustainable manufacturing facility, so we like to give ourselves a couple of days grace on that front-so we don't disappoint!

Can I have an item made in specific materials / colours?

If it is an existing product on our website that you would like in different colours or materials then yep, its possible! 

Please email moonbase@wyattandjackjunior.com for more info 

How can I remove crinkles from my bag?

Please do remember- our fabrics are ALL salvaged- the odd mark and crinkle adds to the character and should be expected. If you would like to flatten the fabric of your bag, we recommend placing it face down, underneath some books/magazines on a flat surface, overnight. The remaining creases will drop out gradually during daily use

Refunds and Exchanges 

UK returns are £4.50

You have 30 days from the receipt of your order, to return it for a refund or exchange

Unlike lots of companies, we are a sustainable brand, so we don’t burn our returns [who does that?!] We make sure they end up in the home that’s right for them-  for that reason, Please ensure your items are returned to us unused and in a saleable condition

We process your returns once a week, [usually on a friday] so it can take 7-10 days after we receive the item to process your return

Christmas returns

Obviously not everyone gets it right when it comes to gift giving [!] so we receive a higher than usual rate of returns in January, please bear with us, it may take a teeny bit longer to process your requests 

**Anything ordered from the 1st November to 24th of December will have until 24th January to return for a refund, exchange or credit note **

To return your item, please e: moonbase@wyattandjackjunior.com

In your returns parcel, please include a note of your name, order number and whether you'd like an exchange or refund. 

Return FAQ's:

Can I exchange an item for a different item?

Yes! Thats completely cool- if the new item is a different value, the difference will be made up with store credit

What if the item I request to exchange for is out of stock?

If we do not have the item in stock that you ask for in exchange, we will issue store credit with no expiry date, so you can choose something you may like at a later date [we do this, as all our items are unique, so we can’t guarantee that the item you liked, will still be available…]

Will my shipping fee be refunded?

If your order is not faulty or damaged ands is being returned as an unwanted gift or for personal preference reasons, we do not refund shipping. 

Can I get a refund on a gift card?

 Unfortunately not. They are one of the few things that are automated around here- so we have to generate another code after the unwanted/ unsuitable item has been returned to us

We’re unable to exchange or refund custom orders, [unless they are defective] if you are ordering a custom item, you'll be sent an email BEFORE purchasing, to allow you to see the items first

We have to treat every customer equally, this means every customer receives exactly the same service every time, without exception. 

We must stick to the returns policy. We will not refund or exchange outside of this period, without exception. We cannot be responsible for the loss or damage of any returned parcels, so please keep your tracking number.

It can take 5 to 10 days working days for your refund to reach you, depending on your bank [who knows where it actually GOES during that time??!]

So, check This out… we have an ‘End of Life’ policy and a lifetime repair service!

End of LIfe:

Wyatt & Jack Junior, take responsibility for the items we create, even after they leave us!

If your item has become redundant in its original use as a bag- send it back to us, so we can make it into something else and keep it out of landfill for longer- AND receive £5 off the purchase of another item

 

Repairs Service:

we build our bags to last! if, for some reason, you have a glitch, a tear, a seam comes apart, maybe the zips playing up? No worries! Send it back to us and we will fix it for you- for free!

If the repair is general wear and tear and within a year- we will also pay the postage to get it to us-and back! outside of the year, you can post it to us and we will send it back [on us!] once we have repaired it, please e: moonbase@wyattandjackjunior.com for more info

  

If none of the above have answered your question, please do give us a shout via email

 

EU / USA returns- please get in touch via moonbase@wyattandjackjunior.com