T&C's, Shipping, Returns

Handmade

All items (apart from your ClayBare Collection and selected items) are now handmade in our studio here in Suffolk by our wonderful small team. Each item is made with love and care but this does take time. Our current turnaround for all orders is 6-8 weeks from day of order. 

We thank you for your patience while we work hard to get your order to you.

 

All UK standard shipping is free on orders over £50.

UK shipping usually takes between 1-3 working days once shipped. International shipping may take anything up to 28 days so please take this into account when ordering. 

Please note that we use both Royal Mail and DHL/DPD for our shipping services. All large items including but not limited to Luxe bags and changing mats are sent via DHL/DPD due to the size of these items.

 

       Collections

      • All collections must be collected within 14 days of your 'ready to pickup' email being sent.
      • Any collections not collected within 14 days will be cancelled.
      • If you have any issues with pickup dates and times please pop an email to help@claybearofficial.com where we will assist

       

      Terms and Conditions

      Please note that any international customs and import duties are the customers responsibility. Since Brexit there is a strong possibility that out customers in Europe will incur customs fees.

      Please be aware that any parcel returned to us due to customer error will incur a redelivery fee to resend your order to you.

      For return and refund policy please find information in our return policy.

      Please note all imperfection items are non returnable and non refundable. 

      Please be aware any orders which have been adapted (for example extra length added, extra width added) are non returnable and non refundable as these are custom made for you.

      Returns postage is at the customers cost

      Please note that if you are returning an item purchased as part of a deal, this may invalidate the offer used. For example, if returning on item as part of a BOGOF order the item returned will be classed as the 'free item' and no refund will be provided. For a full refund you must return ALL parts of your deal. When purchasing as part of a 3 for 2 offer the 'free item' MUST be returned alongside the item you are choosing to return. 

      Due to the nature of our handmade items, the printing can vary from batch to batch, this is across all products.

      All mystery/let us pick bundles are only returnable as a bundle ONLY. We keep a record of what was included in each individual bundle and a refund will only be provided if the entire bundle is received back to us. If an item is returned to us from the bundles due to an error this cannot be guaranteed to be the same item due to stock.

      Loyalty Programme

      Your loyalty programme rewards your for spending money with us! We get rewarded, you get rewarded!

      Please note

      • When returning an item you have used points to pay for you WILL NOT be refunded the points. Please be aware of this before using points to pay for any item.
      • If using points to pay for an item and then returning you will not get the monetary value for the points returned. e.g. you buy a £10 item and use £3 points and £7 cash. When returning you will be refunded £7 and will not be refunded the £3 in points or cash.
      • If purchasing more than one item in an order using points to part pay the points may be spread across all items. If returning one product you may lose points/money on this refund. e.g. You buy 5 items and use £10 of points towards these items. If you return one of the 5 items you will be refunded the cash amount minus £2 (the money value of £10 points split between the 5 items)
      • Points expire after 1 calendar year
      • Claybear Official reserve the right to remove points from any account without prior notice. 

      If you have any questions regarding using points to pay for an order/returns please email prior to ordering so we can answer your question.

       

      Your statutory rights are not affected