Shipping policy

Important Shipping Update: Due to the current situation in the region, shipping timelines may be affected. Our shipping partners are continuing to operate; however, delays may occur and delivery times can vary. We appreciate your understanding during this time.

Order Processing

Orders are processed during regular business days, excluding weekends and UAE public
holidays.

• Ready-to-Ship Items: Orders are processed within approximately 3-5 business
  days of payment confirmation.
• Custom Pieces, Pre-Orders & Commissions: Production and dispatch timelines
  are communicated individually at the time of order confirmation. Please refer to
  the timeline provided in your confirmation for an estimated dispatch date.
  

While we aim to dispatch all orders within the stated processing timeframe, slight
delays may occasionally occur during high-demand periods or due to unforeseen
circumstances.

Shipping & Delivery Timelines

Delivery timelines vary depending on the shipping method selected at checkout.
Expedited options may be available for certain destinations. All timeframes provided are
estimates only and are not guaranteed. Once your order is dispatched, a tracking link
will be sent to you. From this point, delivery is managed by the courier and may vary
based on the destination and local customs processes.

Delays may occur due to factors including but not limited to seasonal peaks and high-demand periods, public holidays in the UAE or destination country, customs
inspections and clearance processes, and ongoing regional disruptions.

Shipping Availability

We currently ship to a wide range of countries worldwide. If your country is not available at checkout, shipping to that destination is not currently available - though this may change in the future.

If a shipping rate does not appear at checkout, this may be due to an incomplete or
incorrect address. Please ensure all required fields are filled in accurately, including
your postal or zip code where applicable.

Shipping Information

Customers are responsible for providing accurate and complete shipping information at
the time of checkout. We are not liable for delays, failed deliveries, or additional
charges resulting from incorrect or incomplete address details.

Please ensure all shipping details are correct at checkout. Once an order has been
dispatched, we are unable to make changes to the delivery address. This includes
rerouting or redirecting shipments. If you notice an error, please contact us as soon as
possible before dispatch.

Customs, Duties & Taxes

International orders may be subject to customs duties, VAT, and/or import fees upon
arrival in the destination country. These charges are determined by the destination
country's customs authority and are not included in your order total.

• All applicable fees are the sole responsibility of the buyer or recipient.
• Charges vary by country and cannot be estimated in advance.
• Customs processing may add to overall delivery time.

We recommend checking with your local customs office if you have questions about
applicable fees.

Damaged or Incorrect Items

Please inspect your order upon delivery. Each piece is carefully packaged; however, due
to the fragile nature of ceramics, damage during transit may occasionally occur. If your order arrives damaged or incorrect, please contact us within 24 hours of the
marked delivery date provided by the courier and include:

• your order number
• a brief description of the issue
• clear photos or a video of the item
• photos of the inner and outer packaging

If the issue is confirmed, you will be offered a replacement or refund. Where possible, a
replacement will be arranged. If the item is unavailable or cannot be reproduced, a
refund will be issued instead.

Claims made after 24 hours of the confirmed delivery date may not be accepted.

Lost or Stolen Parcels

Once an order is marked as delivered by the courier, delivery is considered complete. If
you experience any issues, please contact us within 24 hours of the marked delivery
date. We will do our best to assist by liaising with the courier; however, outcomes and
resolution timelines are subject to the courier’s investigation process.

If your tracking shows an order as delivered but you have not received it, please check
with your building security or reception area if applicable, or contact the courier with
your tracking number to raise an investigation.

If a delivery is completed in accordance with the delivery instructions provided and the
courier’s records (including deliveries left at reception, security, lockers, or a designated
safe place), it is considered successfully delivered. While we will always do our best to
assist, we are unable to take responsibility for any loss or theft that may occur after this
point.

Failed Delivery, Returns & Unclaimed Parcels

Couriers will typically attempt delivery more than once. To avoid missed deliveries,
please monitor your tracking link and respond promptly to any courier or customs
communication.

If a parcel is returned to us:

1. The item cost will be refunded, minus the return shipping fees charged by the
   courier. Original outbound shipping fees are non-refundable.
2. If you prefer to have the order resent, a new shipping fee will apply prior to redispatch. Please note that both the return shipping cost and the new outbound
   shipping fee must be covered before the order is re-dispatched.

Please note:

• If a returned parcel is received and we do not hear back from you within 14 days,
  the order will be automatically refunded, minus any return shipping fees and
  applicable charges charged by the courier for the return of the parcel.
• If a shipment is refused by the recipient or returned due to unpaid customs
  duties or taxes, it will be treated as a return. Any return shipping fees, duties, or
  additional charges incurred will be deducted from the refund.
• In rare cases, unclaimed or uncleared parcels may be abandoned by the courier
  or customs authority. Such orders are considered non-refundable and cannot be
  recovered.
• If you wish to arrange a return, please contact us in advance. Returns should not
  be initiated without prior coordination, as this may result in additional charges,
  lost packages, or delays that are outside of our control.

Contact & Support

If you have a question about your order or shipment, please don't hesitate to reach out via our contact form or directly by email to hello@claytopots.com

When contacting us regarding a shipment, please have the following ready:

• Your order number
• The tracking number provided at dispatch
• A brief description of the issue

We're here to help and will do our best to resolve any issues as quickly as possible.

 

We may update this policy from time to time to reflect changes in our processes or shipping partners. The version in effect at the time of your order will apply.