Shipping Policy

Welcome to ClayWhispers. We appreciate your trust in our handmade and thoughtfully curated products. We ship worldwide. This Shipping Policy outlines how and when we process, ship, and deliver your orders. Please read it carefully before making a purchase.

1. Order Processing Time

• All orders are processed within 1–3 business days (Monday – Saturday) after payment confirmation.
• Orders placed before 5 PM (GMT), Greenwich Mean Time (London) are processed the same business day.
• Orders placed after 5 PM are processed the next business day.

2. Transit Time and Total Delivery Time

• Standard shipping transit time is typically 5–8 business days (Monday – Saturday), depending on the destination.
• Total estimated delivery time, including processing, is 6–11 business days (Monday – Saturday).
• Delivery times may vary during peak seasons or due to courier delays.

3. Shipping Cost

• We offer free standard shipping on all orders.
• There are no additional shipping charges at checkout.

4. Where We Ship

We ship to the following countries:

United Kingdom, Argentina, Australia, Austria, Belgium, Brazil, Cameroon, Canada, Chile, China, Colombia, Costa Rica, Denmark, Ecuador, Egypt, Finland, France, Georgia, Germany, Greece, Hong Kong, Hungary, Indonesia, Ireland, Italy, Japan, Jordan, Kenya, Kuwait, Lebanon, Malaysia, Mexico, Morocco, Netherlands, New Zealand, Norway, Oman, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Romania, Russia, Saudi Arabia, Senegal, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Türkiye, Ukraine, United Arab Emirates, United States, Vietnam.

Our primary fulfillment centers are located in China, Japan, and the United Kingdom.

5. Customs, Duties, and Taxes

• All prices on our website include applicable taxes.
• International orders may be subject to customs duties, import taxes, or additional fees imposed by the destination country.
• These charges are the customer’s responsibility upon receipt of the item and are not included in our product prices or free shipping offer.

If the item is defective or you received the wrong product, we will cover all costs, including return shipping, reshipping fees, and any customs or duties related to sending the replacement.

If you choose a refund instead of a replacement, we will issue a refund for the item price you paid, minus the cost of customs duties, as customs fees are collected by your local customs office and cannot be refunded by us.

6. Tracking Information

• Once your order has shipped, you will receive a confirmation email with a tracking number.
• You may track your package through the carrier’s website.
• If you do not receive tracking information within 5 business days, please contact us at support@claywhispers.com.

7. Wrong Address or Change of Address

• Please ensure your shipping details are accurate before completing your order.
• Once an order has been processed or dispatched, we cannot modify the address.
• If a delivery fails due to an incorrect or incomplete address, the customer will be responsible for reshipment costs.

8. Delivery Delays or Lost Packages

• Delivery times are estimates, not guarantees.
• Delays may occur due to customs inspections, weather conditions, or courier issues.
• If your shipment is significantly delayed or lost, contact us at support@claywhispers.com for assistance.
• ClayWhispers is not liable for delays beyond our control once an order is handed over to the carrier.

Contact Information

Phone Number: +44 7 418379775

Email: support@claywhispers.com

Physical Address: 7 Copperfield Rd, Coventry CV2 4AQ, United Kingdom

Business Hours: Monday – Saturday: 9 AM – 5 PM (GMT) Greenwich Mean Time (London)

Sunday: Closed

30-Day Return & Exchange Policy

We want you to feel comfortable and confident when shopping at Claywhispers. That's why we offer a 30-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• The time frame for return & exchange must not exceed 30 days from when the original order was received.
• All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
• Customers must use a shipping method that provides tracking. Returns or exchanges with no tracking will not be processed.
• Items that were worn or sent to you as a replacement/exchange cannot be returned again.

Return Shipping Costs

• If the item is defective, damaged, or incorrect: We will cover all return shipping costs and reship a replacement at no charge to you.
• If you are returning for personal reasons (e.g., change of mind, ordered wrong item): The return shipping cost is the customer's responsibility. We do not provide a prepaid return label in these cases.
• We do not refund the original outbound shipping cost regardless of the reason for return.
• We do not charge any restocking fees.

Return / Exchange Process

Step 1: Initiate Your Return/Exchange

Email us at support@claywhispers.com with your order number and reason for return. Our customer service team will determine eligibility and send you a "Return & Exchange" authorization along with the return address.

Step 2: Ship the Product Back

Once approved, please ship the item back within 3 working days using a trackable shipping method. We strongly recommend using a service that includes signature confirmation so delivery can be verified. If the item is shipped without tracking and is lost by the carrier, no refund will be issued.

Step 3: Refund or Exchange

When we receive your return, we will inspect the item within 3–5 working days and then provide a replacement for an exchange or issue a refund to your original payment method.

Received Damaged, Defective, or Wrong Products

If you receive a defective, damaged, or incorrect item, please contact us immediately with photos. We will gladly accept the return free of charge and offer either a replacement or a full refund, including all shipping costs.

Customs, Duties, and Taxes

• All prices on our website include applicable taxes.
• International orders may be subject to customs duties, import taxes, or additional fees imposed by the destination country.
• These charges are the customer's responsibility and are not included in our product prices or free shipping offer.
• If the item is defective or you received the wrong product, we will cover all costs including return shipping, reshipping, and any customs or duties related to sending the replacement.
• If you choose a refund instead of a replacement, we will issue a refund for the item price paid, minus any customs duties, as these fees are collected by your local customs office and cannot be refunded by us.

Refunds

Refunds will be issued to the original payment method within 3–5 business days after we have received, inspected, and confirmed the returned item.

Please note: Although you may have enjoyed free or discounted shipping, we incur the original shipping cost for every order and therefore do not refund outbound shipping costs.

Please note: Payment processing fees charged by third-party providers (such as Stripe or Shopify Payments) are non-refundable. These fees will be deducted from your refund amount as they are collected directly by the payment processor and cannot be recovered by us.

Refund Policy for Undeliverable Packages

If a package is deemed undeliverable by the shipping carrier and returned to us, the customer will be responsible for paying the reshipping fee. We do not offer cancellation or refunds for undeliverable packages.

Undeliverable packages may occur due to an incorrect shipping address, failed delivery attempts, or refusal to accept the package. It is the customer's responsibility to ensure the shipping address is accurate and that someone is available to receive the delivery.

If a package is returned to us, we will contact you with instructions for reshipping. The customer will have the option to pay the shipping fee for reshipment.

Refunds for Gift Card Purchases

Products purchased using a gift card will be refunded to the original gift card. If you no longer have the original gift card, please contact us at support@claywhispers.com for assistance.

Please note that gift cards themselves are non-refundable regardless of their usage status.

Contact Information

Phone Number: +44 7 418379775

Email: support@claywhispers.com

Physical Address: 7 Copperfield Rd, Coventry CV2 4AQ, United Kingdom

Business Hours:

Monday – Saturday: 9 AM – 5 PM (GMT) Greenwich Mean Time (London)

Sunday: Closed