Creator guide / Help and your account
Help and contact
Common problems and how to reach us.
Write to collab@jhilkestudio.com or reply to any of our emails. A person answers, usually within 2 working days.
Common problems
I never got the Collabs invitation
Check spam and promotions for an email from Shopify Collabs. If it is not there two working days after your welcome email, write to us and we will resend it.
My follower's code did not work
Check the spelling, and that the delivery address is in the EU. Only one discount applies per order, so another offer may have replaced it. If it still fails, send us the date and the code, never the customer's details.
A sale is missing in Collabs
Wait two days, then write to us with the order date. See how sales are tracked.
I have not been paid
Check that your payout method is connected and automatic payouts are on, and that the 45-day hold has passed. See payments.
A follower wants delivery outside the EU
We only ship to EU countries for now, so we cannot deliver it. Please do not promise otherwise.
I want to change my creator page
Reply to any of our emails with the change. See your creator page.