Refund policy
We want you to love your purchase! If you're not completely satisfied, we're here to help.
Eligibility for Returns
- Items can be returned within 30 days of delivery.
- Products must be unused and in the same condition as received.
Non-Returnable Items
- Personalized or custom-made products.
- Damaged due to customer misuse.
How to Return an Item
1. Contact our support team at clayglazes@mail.com with your order number and reason for return.
- We'll provide instructions and a return authorization if your request is approved.
- Pack the item securely and ship it back to: The Willows, Kenilworth Grove, Clacton on Sea, Essex, CO16 0LX, England
- We recommend using a trackable shipping method—customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
Refunds and Exchanges
- Once we receive and inspect your return, we'll notify you via email.
- Approved refunds will be processed to your original payment method within 7 business days.
- We offer exchanges for the same item in a different size/color (if available) or store credit.
- Original shipping fees are non-refundable.
- If the return is due to our error (e.g., wrong item sent or defective product), we'll send you the correct order and cover return shipping, or provide a full refund.
Damaged or Defective Items
- If your item arrives damaged or defective, contact us immediately with photos.
- We'll provide a full refund or replacement at no cost to you.
Questions? Contact us at clayglazes@mail.com or +44 7592637636. We're happy to help!
This policy is subject to change. Purchases are governed by the policy in effect at the time of purchase.