instagram: @wyattandjack 10% off your first order with code: Oh Hi! **PLEASE NOTE: we are NOT currently accepting the 'classic' blue and white style paddling pools of any size- thank you!** click HERE for the NEW Paddling Pool Edit

FAQ's / Inflatable Amnesty / Returns & Exchanges

Inflatable Amnesty:

** PLEASE NOTE: we are NOT currently accepting the 'classic' blue and white paddling pool styles- of ANY size.. please click HERE for more info**

I have an old inflatable pirate, unicorn, giant pizza some bananas and possibly a parrot- how do I send them to you?

To send us a packaged item up to 20kg click here
Depending on the time of year, we can get through a whole lotta labels! If you find the link is out of stock, you can wait to send your item until the restock at the 1st of the month- or go ahead and send to this address:
Unit H, Langbridge Business Centyre, Mersley Lane, Newchurch, Sandown IOW PO36 0NP
If you would like to see what we make from your item / purchase it back, please enclose our printable custom order form, which can be found here
** note: you ONLY need to print page no.2 of 4 **
We have a large amount of inflatables to send to you, how do we go about it?
If your items are heavier than 20kg or very bulky and may need a pallet, please email inflatableamnesty@wyattandjack.com and we can sort it with you
What items do you accept?
Unfortunately, we can't accept: blue & white paddling pools, rubber footballs, wetsuits, space hoppers, yoga / exercise balls, hot tubs, swimming caps, shower curtains, rubber gloves or helium balloons
Everything else is basically all cool- if in doubt, give us a shout !
inflatableamnesty@wyattandjack.com
How clean do the items I want to send have to be?
All inflatables are cleaned thoroughly before we work with them.
Ideally all inflatables that are sent to us would be clean but we understand that this isn't always possible, so yes we do take dirty ones...
The one thing we can't accept are mouldy inflatables. If you're not sure whether its mouldy or dirty then we do ask for you to try and give it a clean yourself, if the marks don't come off then it's mould and we can't take them sorry :(
If possible, please make sure the items are as dry as possible before packaging them up.
We would like to become a collection point, how do we go about that?
Please send an email over to inflatableamnesty@wyattandjack.com and we can add you to our Inflatable Amnesty google map [we never give out personal details, so request that you have an active social media handle that we can direct people to] 
Other Bits n Bobs
Can I have a progress report on my order?
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). ** COVID-19 UPDATE: We are currently experiencing a backlog, so are running on an approx 3 week lead time, please bear in mind that our products are all made to order, aside from those in the Inflatable Amnesty collection, we are doing the best we can whilst maintaining safe working distances **
If you have not received a notification within this time frame [please firstly check your junk/spam] then please don't hesitate to contact us on hello@wyattandjack.com  
Can I change my delivery address?
We will endeavour to help with this however if the order has already been put through the Royal Mail system our end then we can't change it, [basically if you need it changed then email hello@wyattandjack.com sooner rather than later!]
Can I add to my order?
Unfortunately not, we can't amend anything our end once its placed.
For custom enquiries, please email production@wyattandjack.com
I forgot to use my discount code, can you do that for me?
We're unable  to this retrospectively i'm afraid, however, they do carry over to your next order -YAY!
Can I combine orders to save on postage?
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
Can I track my order?
Yep! Once the item has been dispatched you will be emailed a tracking number
How long will my orders take to arrive?
We try [really hard!] to dispatch all orders within 2 working days BUT we are a sustainable manufacturing facility, so every single one of our bags is made to order- by hand... 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! [ a 25% surcharge will be added to the cost of the product] 

Please email production@wyattandjack.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 totally free, whatever the reason

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 click here 

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 you paid for  UK standard shipping on your original order and return the full order, we will refund the shipping cost for you.

If you upgraded to next day or Saturday delivery and return your full order, we will refund the standard shipping cost of £4.50 only. 

 

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

 

** earrings are non-refundable for hygiene reasons, unless they are faulty.

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

All SALE items are non- refundable - please read the product descriptions on sale items here

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:

We, as a brand, have to be responsible for the items we create If your item has become redundant in its original use as a bga- 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 the following address- and we will send it back [on us!] once we have repaired it:

Unit H Langbridge Business Centre, Mersley Lane, Newchurch, Sandown IOW PO36 0NP

 

On a personal note… due to an increased amount of media and press attention, we have experienced large growth in a short amount of time… we are striving to keep our customer service as efficient, friendly and helpful as possible… please bear with us, [we don’t always get it right!] But you can definitely rest assured that we want you to love your bag and are doing our absolute best to make sure that you do!

 

If none of the above have answered your question, we have a real phone line, answered by a real person, during the hours of 9-5 mon- fri [in the words of Dolly, what a way to make a living!]

If you need to speak to us, please feel free to give us a bell and we will try and sort your query as best we can- in the most human way possible!

T: +44 1983 301010

 

EU / USA returns- please get in touch via hello@wyattandjack.com