Timescales:
General timescales are 3-5 working days to create goods and then shipping – if you have a deadline please get in touch BEFORE ordering.

Please add the making time to the shipping timescales to estimate your product delivery date. Items requiring a longer making time will note on the listing.

UK orders:
As a thank you for your custom many of our items come with standard FREE UK shipping. You can still upgrade this to faster services in the cart.

Standard UK Shipping is Royal mail Second Class with a 2-4 working day aim from dispatch.
Royal Mail First Class has a 1 working day aim from dispatch.
Guaranteed Next Day will be in hand by 1pm the day after dispatch.

Outside the UK:
Royal Mail International Tracked and Signed is used for majority of countries, in cases where this is not available a signed for service is used. Tracking information will be given at the time of dispatch through the automated service. Please check your spam if you have not received this. Royal Mail aim to deliver items in 5-7 working days however post can take between 5 to 28 days depending on the country and customs.

I always give correct information and paperwork for customs though your order can be held at customs which is out of my control. At times parcels could be held at customs for a number of weeks. An express service is available with a shorter delivery aim. If you require the goods urgently or within a specific time frame then I can obtain a quote for a specific express courier service, delivery aims are given as a guideline. This is quoted on an individual basis and the quotation will be valid for 48 hours as the available services and costs do change.

You can track the majority of my parcels at www.royalmail.com (or the website/service noted on your dispatch/contact email)

Please note, you may have to pay tax/duty in your own country. This is not included in the cost of the order.

General Delivery Information:
Most parcels will require a signature or have a scan of delivery. Should you not be available to sign the parcel will be held at your local depot for a period of time (you should have a card to state where or can find this by tracking). At which point if you have not collected the item then it will be returned to me. Should this occur then the buyer is liable to pay for additional postage charges for their items to be sent again.

Royal Mail collect from us 5 days a week around lunch time so also bare this in mind when calculating when to expect your delivery. There are no collections on weekends or public holidays.

Once the item has been passed to Royal Mail or the courier the delivery is bound by their Terms and Conditions. Should an item be delayed or, in extremely rare cases, become missing in transit then I will launch an investigation into its whereabouts. This will be in line with their processes and I will provide updates when I receive them. The parcel will either be found and delivered or deemed lost in which case a replacement will be made and sent out at the earliest available opportunity or refunded if appropriate.

Your item will be dispatched in perfect condition and should your order arrive having been damaged in transit then please contact me within 48 hours of receipt with details and clear images of the damage, including the packaging. This is necessary for the relevant claims to be made to the relevant third party. This will then be claimed in line with the carriers Terms and Conditions. Again you will be updated and will receive a replacement once the claim has been approved.

The shipping providers and services are reviewed on a regular basis to ensure the best and most reliable service is provided to make your transaction a quality experience. Where needs are not being met the service will be changed. The price charged is based on the set charge from the provider and packaging costs incurred.

Risk:
Once your items have been received and checked the risk is transferred to the customer. Should you decide to send items on then it is the responsibility of the customer to ensure adequate packaging and a suitable service is chosen. If a customer chooses to pass their goods to a third party then the third party become liable for any damage that is incurred in line with their Terms and Conditions and the customer must then take this up with their chosen provider.

Returns:
You have 14 days (from the day after you receive your order) to let me know that you wish to cancel your purchase. In this case you have 14 days following this to return the goods to me. If you are a customer in the EU, I will also refund the cost of standard delivery in line with your statutory rights.

You’ll need to pay the return postage and for safety I would recommend you use a recorded delivery service and keep the proof of postage. If I have to pay additional postage charges on your package, I may deduct the amount of such charges from any refund I send to you.

Items should be returned in an unused condition as sent out to you to:

Jajo UK
32 Cuthbert Way
Collingwood Manor
Morpeth
Northumberland
NE612FQ

The above returns policy applies only to generic and ready made items and sales of any bespoke or personalised items are exempt from this in line with your statutory rights.

All sales for bespoke or made to order items are final.

Jajo will only sell items that are perfect and ask if you could contact me immediately if you think there is a fault with your order. We ask that any damage or shortfalls are reported within 48 hours of receipt so ask that you check your order carefully on receipt.

Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.

Where possible I will add deadlines for purchases on each item (for Christmas delivery etc) but where supply reduces or materials increase in cost I reserve the right to alter prices or remove items from sale when no longer available – I will warn if I foresee this to any avoid disappointment.

I will always obtain proof of postage for your items as it is important to me that you get them – I will change courier where needed to get the best service for you.

Stock varies and we advise bulk orders are made in one purchase to guarantee access to the same stock. Alternatives will always be of equal or better quality.Please see the manufacture times and schedules for made to order items which is on each individual listing for expected dispatch - if you have a deadline please get in touch BEFORE ordering.

The majority of my items are bespoke and made to your personal requirements and sales are therefore final. Upon receipt of your order we will order in any materials to meet your needs.

Please note that wood items are natural and there will be colour variations and graining. All wood and natural material quality is checked so they will be perfect however graining and colour variation is to be expected in a natural material. There may be dark and light areas, knots in wood etc. There are options on listings for matching services where relevant.

We endeavour to use the best quality of all materials and systems during the making process. We do not manufacture log slices or hangers - they are bought in and we believe them to be the best quality on the market. The goods go through rigorous quality checks throughout the making process. The styles may vary slightly form images but will be equal or better quality. Should you believe that your order is damaged or incomplete we ask that you report this to us within 48 hours of receipt with clear details and images of the order, damage and packaging.

Images will be taken of some items and these may be featured on our website and social media etc. We reserve the right to share images of our work.

Suppliers change and stock can vary. If ordered at different times we can not guarantee that they will be exactly the same and would advise you place your order at one time. Items become unavailable and we understand that sets are important so please consider this if you are placing orders over a period of time.

Personalisation must be perfect at time of ordering. Details and information can not be added afterwards. We will endeavour to make amendments if possible however if the order is sent as per the original instruction then we are not liable. Please have all of the information and details before you order, names, dates etc can not be altered - engraving is permanent and can not be changed. Your order will be processed EXACTLY as noted, information is copied from your notes, in some listings the date is set out in a particular way, please add the information as requested in the listing information.

FAQ
What is wood matched?
There are details and images on the relevant listings to explain this. Match is a set of similar wood items.

How do I add personalisation?
Please note the step by step instructions on the listing to detail how to order and add information.

Can you make me a Thomas the Tank, Minion, Marvel or any other popular licensed item?
Unfortunatly licensed brands and trademarks covered by copyright and can't be used for items for sale - if you message me I can tell you if it is possible or not.

Do you post outside of the UK?
Yes, please allow at least 10 working days for international shipping on top of the production time quoted. If you need it faster we can quote for fast track shipping services at an additional cost.