Every ClayMe creation is made with love and carefully packed before it makes its way to you. We take great care to ensure your order reaches you safely.

However, because our products are handmade and often made with special attention to detail, we currently do not accept returns or exchanges for reasons such as a change of mind, personal preference or incorrect selection while placing an order.

 When Can You Request a Return or Refund?

We will be happy to assist you in the following situations:

• Product arrived damaged: If your order arrives broken, damaged or defective during transit.
• Order lost in transit: If your parcel is confirmed as lost by the courier partner and cannot be delivered.

These cases will be reviewed individually, and we’ll work towards an appropriate resolution.

 What to Do If Your Order Arrives Damaged

We understand how disappointing it can be to receive a damaged product. If this happens, please follow these steps:

1. Contact us as soon as possible after receiving your order.
2. Share clear photographs of the damaged product, including close-up pictures showing the issue.
3. Share an unboxing video showing the package being opened, preferably recorded continuously from the sealed parcel to the product.
4. Include photographs of the outer packaging and shipping label.
5. Mention your order number so we can locate your purchase.

Please keep the original packaging until the issue has been reviewed.

Our team will assess the evidence and get back to you with the next steps.

Orders Lost During Shipping

If your order appears to be lost during transit or the tracking information shows an unusual delay, please contact us.

We’ll coordinate with the courier partner to investigate the shipment. If the parcel is confirmed as lost, we’ll work with you towards an appropriate resolution.

Refunds & Replacements

If your order is verified to have arrived damaged or is confirmed lost during transit, we’ll do our best to make things right.

Depending on the situation and the feasibility of arranging a replacement, we will offer either a full refund or a replacement at no additional cost to you.

We’ll review each case individually and communicate the available resolution with you.

For approved refunds, the amount will be refunded to the original payment method, wherever possible. The time taken for the refund to reflect may depend on your payment provider.

Important Things to Note

• Returns are not accepted for change of mind, personal preference or incorrect product selection.
•  Slight variations in colour, shape, texture or design are natural characteristics of handmade products and are not considered defects.
• Minor differences between product photographs and the actual item are expected.
• Customised and personalised products are not eligible for returns or exchanges unless they arrive damaged or are confirmed lost in transit.
• Damage claims must be supported with clear photographs and an unboxing video for assessment.

 How to Contact Us

If your order arrives damaged, is confirmed lost or you need assistance, please reach out through our Contact Us page.

Please include your order number and all relevant photographs or videos so we can assist you as quickly as possible.

We truly appreciate your understanding and support for our little handmade world.

With love,
Team ClayMe ♡