shipping & returns
Shipping costs are calculated at checkout. Your order will be shipped with DHL Parcel services including a tracking number. Once the parcel leaves the studio you will be provided with your individual tracking number by email.
Please also note that shipping delays may occur on the side of delivery services (DHL) and are out of my hands once the pieces leave my studio.
Since claï studio is a one-person business and I do all the different steps for creating your ceramic piece by myself, please allow up to 14-21 days for delivery.
please also note: For deliveries to Switzerland and the EU countries listed above, you will be responsible for any applicable taxes and duties.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
The customer is responsible for shipping charges including tracking - as well as for communicating the tracking number to us via email@example.com.
You can always contact us for any return question at firstname.lastname@example.org.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please take pictures of the damage right away and send it to email@example.com.
NON RETURNABLE ITEMS
Certain types of items cannot be returned, like custom products (such as special orders or personalized items) Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.