Refund policy
We want you to love your CLAY pieces. If something isn't right, here's how returns and refunds work.
Standard (In-Stock) Items
- You have 14 days from the date of delivery to request a return.
- Items must be unworn, unwashed, and in original condition with tags attached.
- To start a return, email support@claythepottersbrand.com with your order number and reason for return.
- Once approved, ship the item back to the return adress provided.
- Refunds are issued to your original payment method within 5–10 business days of us receiving the returned item.
- Sale items are final sale and not eligible for return, unless defective.
Preorder Items
Because preorder items are made specifically after you place your order, they are final sale and not eligible for cancellation or refund once production has begun, except in the case of defects or shipping damage. We'll always note clearly which items are preorders before you check out.
If you need to cancel a preorder, please contact us within [24–48 hours] of placing your order; after that window, production may have already started and we won't be able to cancel or modify it.
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at [your support email] with photos of the issue. We'll send a replacement or issue a full refund; no return shipping required on our end of the mistake.
Exchanges
Need a different size or color? Email us at support@claythepottersbrand.com. We're happy to help arrange an exchange where stock allows.