Returns & Refunds Policy

Last Updated: 06/10/2025

At Clay Shell, we strive to provide high-quality, handcrafted products tailored to your order. However, we understand that sometimes issues may arise. Please read our Return & Refund Policy carefully before placing an order.

1. NO RETURNS & EXCHANGES

Due to the custom-made and personalized nature of our products, we do not accept returns or exchanges if you change your mind. Please review your order carefully before placing it.

Important:

• Items returned to the sender without contacting our support team first will not be eligible for a refund. Our sender address and returns facility are different.
• Double-check your order details, including size, color, and shipping address, before confirming your purchase.

2. REFUND OR REPLACEMENT ELIGIBILITY

We only issue refunds or remakes in the following cases:

Defective or Damaged Items – If your item arrives damaged, defective, or incorrect, Contact Us within 30 days of delivery at love@clayshell.com with:

• Your order number
• Clear photos of the item showing the issue

Lost in Transit – If your package is lost in transit and does not show "Delivered" in tracking, we will investigate with the shipping carrier.

No Refunds or Replacements Will Be Issued If:

• The incorrect shipping address was provided by the customer.
• The item was lost or stolen after being marked as "Delivered."
• There are minor color variations due to screen settings.
• Delays occur due to factors beyond our control (e.g., customs, weather, courier disruptions).

What Happens Next?

• After reviewing your claim, if eligible, we will either remake the item and ship it at no extra cost or issue a refund (Shipping costs and Gift Wrap costs are non-refundable).
  

3. 2-Year Limited Warranty Policy

At Clay Shell, we take great pride in the quality and craftsmanship of our jewelry. Every necklace purchased from us is covered by a 2-year limited warranty against manufacturing defects in materials or workmanship.

--- Warranty Activation ---

To activate your warranty, please register your purchase within 30 days of receiving your order. Email love@clayshell.com with the subject line “Warranty Registration”, and include:

• Your full name
• Order number or proof of purchase
• A clear photo of your item

--- Warranty Coverage ---

This warranty covers manufacturing defects in materials or craftsmanship under normal use. It does not cover:

• Normal wear and tear, scratches, or tarnishing
• Accidental damage, loss, or theft
• Damage from improper care, storage, or handling

• Unauthorized alterations or repairs

--- Warranty Claims ---

If a registered item develops a qualifying defect after 30 days but within the 2-year warranty period, please email love@clayshell.com with the subject line “Warranty Claim” and include:

• Photos of the defect
• Your warranty registration confirmation

Once verified, we will, at our discretion:

• Repair the item,
• Replace it with the same or a comparable model, or
• Issue store credit if repair or replacement isn’t possible.

Important Notes*

• The warranty period begins on the original purchase date and does not restart after a replacement or repair.
• This warranty is non-transferable and applies only to the original purchaser.

• For questions or assistance, please contact us at love@clayshell.com.

4. REFUND PROCESSING & TIMING

Once your refund is approved:

• Refunds are processed within 7 business days after approval.
• You will receive a confirmation email once your refund is issued.
• It may take 5-10 business days for the refund to reflect on your bank statement.

Important: Shipping costs and Gift Wrap costs are non-refundable. Your refund will cover the product cost only.

5. SHIPPING DELAYS & LATE ITEMS

• Unexpected delays (natural disasters, COVID-19, etc.) may affect delivery times. If your order hasn’t shipped yet, you may cancel it.
• Once an order has left our facility, it cannot be canceled.
• If your parcel is undelivered after 30 days, we’ll issue you a full refund.

6. ORDER CANCELLATIONS

• You can cancel your order within 1 hour of purchase for a full refund. 
• After 1 hour, your order may already be processing or dispatched and cannot be canceled or refunded.
  

7. LOST OR STOLEN PACKAGES

• We are not responsible for lost or stolen packages once marked as delivered.
• If tracking shows “delivered” but you haven’t received it, please report the issue to your shipping carrier and consider filing a police report.
• Need help? Email us at love@clayshell.com.
  

8. SHIPPING CARRIER CONTACT INFORMATION

If you believe your package is lost or delayed, you can contact the carrier directly:

USPS (USA Only): 1-800-275-8777
UPS (USA Only): 1-888-742-5877

9. EXCEPTIONS & SPECIAL CASES

If your situation does not fit into the categories above, please Contact Us at love@clayshell.com for a case-by-case review. While we adhere to our policy, we strive to provide the best customer service possible.

Final Note

By placing an order with Clay Shell, you agree to the terms outlined in this Return & Refund Policy. If you have any further questions, feel free to reach out!