Creator guide / Admin
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 Jhilke Studio with the subject “You're approved: your Jhilke Circle invitation”. It is sent through Shopify Collabs. If it is not there, 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. It does not combine with other codes, such as the Glint List code. If it still fails, send us the date and the code, never the customer's details.
I accepted, but my code and link email has not come
Your code and link already show under “Store link & code” in Collabs once you accept. We email them too once you have joined. If that email hasn't arrived after you accepted, write to collab@jhilkestudio.com.
I cannot find my welcome gift
Your gift is under Gifts on the Jhilke Studio page in Collabs. It appears once you have accepted the invitation. Your member area shows which gift is yours.
- Check that you are signed in to the Collabs account made with the email you applied with.
- Open the Jhilke Studio page, then Gifts, then View all.
- If there is no invitation to accept, see “I never got the Collabs invitation” above.
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 and Norway for now, so we cannot deliver it. Please do not promise otherwise.
What to check, and how long to wait
| Missing | Check first | Then |
|---|---|---|
| Invitation | Spam and promotions, for an email from Jhilke Studio | Write to us if it is still missing. |
| Code and link email | Spam and promotions, and “Store link & code” in Collabs | Write to us if it is still missing. |
| A sale in Collabs | Wait two days | Send us the order date, never the customer's details |
| Code did not work | Spelling, and that the address is in the EU | Send us the date and the code |
| Payout | Payout method, automatic payouts, and that 45 days have passed | Write to us with the order date |
A person answers, usually within 2 working days. Reply to any of our emails.