Conditions générales

We’re so happy to have you here! All our pieces are handmade with care, love, and lots of tiny tools. These Terms & Conditions are here to make sure everything runs smoothly between us — so you know what to expect, and we can keep creating safely and happily.

Order Process & Communication

For custom orders, we work closely with you through every step — from design ideas to final confirmation. You’ll receive clear updates, photos, and previews before anything is finalized. This ensures that what you receive matches your vision and feels truly personal.

Once you approve the final design and confirm your order, we’ll begin creating your piece. At that point, changes cannot be made, so please take your time reviewing all details during our communication phase.

Custom Orders

Each custom piece is made-to-order and handcrafted with significant time, effort, and materials. Because of this, we cannot accept returns or offer refunds on custom items once your order is confirmed.

That said, we’re committed to making the process smooth and transparent. We’ll always make sure you’re fully aware of what the final piece will look like before it’s made.

Cancellations & Refunds

Cancellations are only possible before the order has been confirmed and production has begun. Once we’ve started crafting your item, the order is final.

If you need to cancel early, just send us a message as soon as possible. We understand that plans can change!

Shipping & Delivery

All pieces are packaged carefully to ensure safe delivery. Please double-check your shipping address when placing an order.

ClayShop is not responsible for delays caused by postal services or customs. However, if your order arrives damaged, reach out within 48 hours of delivery with clear photos, and we’ll do our best to help.

Returns & Exchanges (Non-Custom Items Only)

At this time, we do not accept returns or exchanges on custom pieces.

For non-custom items, please contact us within 3 days of delivery if there’s a serious issue. Your satisfaction means everything to us.