WHERE ARE YOU LOCATED?

We are based on the Gold Coast, Queensland, Australia.

WHAT IS A PRE-ORDER?

A Pre-Order is an item that is currently sold out/out of stock but will be back soon. 

The estimated date of arrival for pre-orders is listed on the product page. Please note, we cannot specify an exact arrival date on pre order items. We can only offer an estimation due to delays and unforeseen circumstances. If there are any delays, you will be notified by email.

Once your order has been placed, payment will be processed as normal, and you will receive email confirmation. If you have any questions please contact us at info@jonesweststudios.com

CAN I CANCEL MY ORDER?

Please email us as soon as possible with your name and order number, and we will do our best to accommodate. We cannot guarantee a cancellation of your order as they are packed and shipped as we receive them.  

I ACCIDENTALLY PUT IN THE WRONG DETAILS, CAN YOU CHANGE THEM?

Please email us immediately at info@jonesweststudios.com and we will do our best to correct. We may not be able to change incorrect order details, so please take care when placing your order. Once the order is shipped, we are unable to make further changes.

If you have entered the wrong address and we are unable to amend, no refunds or credits will be given.

WHAT ARE THE PRODUCTS MADE FROM?

We are very proud to say that every JONES WEST clip is made from cellulose acetate, a more eco-friendly and sustainable alternative to traditional plastic. It is more biodegradable than plastic, and derived from plant based by-products such as cotton fibres and wood pulp.

WHERE WAS MY PRODUCT MADE?

Our products are designed in Australia, and made in China by a team who are experts at working with cellulose acetate.

ARE THE CLIPS WATERPROOF?

Yes, Cellulose Acetate is completely waterproof. The spring buckle however is made of metal, which if left in water, will begin to rust overtime. For this reason, we do not recommend leaving your clip in the shower/leaving it wet for anywhere over 30 minutes.

CAN I WEAR MY CLIP IN THE SAUNA?

We do not recommend wearing your clip in the sauna, as cellulose acetate (a more natural alternative to traditional plastic) is sensitive to heat. Wearing your clip in the sauna or leaving it in a hot environment for extended periods of time may change the shape of the clip or affect the teeth closure. 

IS JONES WEST SUSTAINABLE?

Yes, we take pride in our sustainability mission. Our clips are hand-made using cellulose acetate, a more eco-friendly alternative to traditional plastic, and our packaging is 100% recyclable/reusable PEFC certified and non-toxic. As a brand, sustainability is extremely important to us, and we know we can always do better. As we grow, we endeavour to make even more environmentally-conscious choices. 

WHAT IS YOUR RETURNS POLICY?

At JONES WEST we offer 14 day full returns/exchanges less shipping fees, effective from date of delivery. Returns must be shipped within 14 days of delivery for a full refund or exchange. After 14 days, all orders are final sale and cannot be returned or exchanged. 'Final sale' purchases cannot be refunded or exchanged (unless item is deemed faulty by us).

All items must be returned in their original condition with relevant packaging (including premium bags and box). Please email info@jonesweststudios.com to initiate a return/exchange.

When lodging an exchange or return, please note that return shipping is buyer responsibility (unless the item is faulty and you have contacted JONES WEST prior to return shipping). Refunds are issued to the original payment method of the order. Store credits are issued via email once your return has been received, quality checked and approved.

Please purchase a shipping label through your preferred shipping carrier. If this is an International return, please ensure any duties or import taxes are prepaid as any parcels requiring payment upon delivery will be refused. Please note that JONES WEST is not responsible for lost, stolen, or damaged returns.

RETURN CONDITIONS

Prior to lodging your return, please ensure that you meet our returns criteria before posting back your item:

• Items must be in original condition, with accompanying premium bag.
• Item must be returned within 14 days of delivery date.
• Customers are to cover the cost of return postage.
• Customers must utilise trackable postage to ensure return parcels are received.

Please allow 3-5 days for your return to be processed once received by us.

LATE OR MISSING REFUNDS

If you have not received a refund, please check your account the funds would have been deposited into. Next, please contact your bank or financial institution. There are often delays before a refund appears in your account.

If you have completed all of the above and still do not see your refund, please contact us at info@jonesweststudios.com

REFUSED ORDERS

Orders refused/ not accepted at delivery will be issued a store credit of the order value, less initial & return shipping fees.

HAVE YOU RECEIVED MY RETURN?

When returning an item please use your tracking number to track its location. Once your return has been processed you will receive an email from us at info@jonesweststudios.com.

I HAVE A SIZING QUESTION, WHERE CAN I FIND FIT ASSISTANCE?

To find your perfect size, you can take our Size Quiz, located on the home page. We also have detailed sizing, fit notes, model videos and model specs available in each product description.

For all other size questions please reach out to customer care via our Live Chat or by emailing info@jonesweststudios.com.

WARRANTY

Our products are hand-made and created to last. We are confident in the quality and workmanship of our pieces and for this reason, we offer a 6 month warranty on all items (not including ‘Final Sale’ products).

Please note we hold the right to decline any returns if we feel the fault is due to general wear and tear, or if the item has been mistreated.

To lodge a warranty claim with us, please email info@jonesweststudios.com with photos of your product and your name/order number. We ask that you do not dispose of any faulty products until a warranty claim has been initiated and approved by us.

All refunds will be processed back to the original payment method.

MY ITEM IS FAULTY WHAT CAN I DO?

If a fault occurs under normal use (normal wear and tear), please contact us at info@jonesweststudios.com with your name and order number, as well as pictures and a description of the fault. We will be in touch to resolve the issue promptly.

If we are unable replace the item (due to out of stock etc) we will offer a store credit or a refund. All refunds will be processed back to the original method of payment.

HOW DO I CARE FOR MY CLIP?

Due to the nature of cellulose acetate, a more eco-friendly version of traditional plastic, it can require some care to keep it looking as good as new. Please follow our care instructions below to ensure your clip lasts the test of time:

• Avoid leaving/wearing your clip in extreme heat e.g a hot car or wearing it in the sauna/steam-room.
• Avoid having your claw clip wet for prolonged periods e.g in the shower or pool. Cellulose acetate is waterproof, however the spring is made of traditional metal and can rust over time. If your clip does get wet, wipe dry with a cloth.
• If you’re travelling or concerned about your clip being damaged whilst not in use, store in the protective premium bag provided.
• Despite our clips being extremely durable, avoid overextending your clip past the spring limitations.
• To clean, wipe with a damp cloth.