FAQ

GENERAL

How do I place an order?

Select your favorite product and choose the size, color, quantity, or any personalization options you like.

Click “Add to Cart”. You’ll be taken to your cart, where you can review your items and add an order note if needed.

When you're ready, click “Checkout.”

Fill out all required information in English.

Continue to the Shipping Method step and choose the available option. If free shipping is included, it will apply automatically.

Finally, proceed to Payment, select your preferred method, and complete your purchase.

What payment methods are available?

We accept all major credit cards, PayPal, Shop Pay, Shop Pay Installments, Google Pay, Apple Pay, and Amazon Pay.
Payment is required in full before your order ships.

At checkout, simply proceed to the payment step and choose the option that works best for you.

We currently support:

  • Visa
  • MasterCard
  • American Express
  • Discover
  • PayPal
  • Shop Pay & Shop Pay Installments
  • Google Pay
  • Apple Pay
  • Amazon Pay

Which currency does the store accept for payment?

Prices may appear in your local currency for convenience, but all orders are processed in US Dollars (USD).

At checkout, your payment will be completed in USD using the most up-to-date exchange rate.

Is my information secure when making payments at Claycali?

Absolutely. Your information is protected with the highest level of security. We never store your payment details, and all transactions are processed through encrypted, industry-leading payment providers. Our checkout uses advanced SSL protection and continuous fraud monitoring to ensure every purchase is safe, secure, and fully authenticated.

Who is responsible for customs duties, VAT, and taxes?

All prices on our site are shown tax-free in USD. Depending on your country, you may be required to pay customs duties, VAT, or import taxes when your order arrives. These charges are set by your local customs office and are the customer’s responsibility.

Claycali is not responsible for any customs delays or for orders held or confiscated by local authorities. For exact information, please contact your local customs office.

Where do your other items come from?

All of our pieces are prepared and fulfilled through our U.S. partners to ensure a smooth, seamless experience.
For certain designs or specialty materials that aren’t available locally, we collaborate with a select group of trusted manufacturers around the world who meet our high standards of craftsmanship.

Every piece — no matter where it's crafted — goes through careful inspection and must meet the same Claycali quality standards.This ensures you always receive something beautifully made, reliable, and designed to last.

I haven’t received my order confirmation?

Not to worry! This usually happens if there was a typo in the email address during checkout. Please contact us at contact@claycali.com with your full name, shipping address, and the phone number used for the order. We’ll be happy to help you locate it and update your details.

✈️ ORDER & SHIPPING

How much does shipping cost?

At Claycali, we offer Free Worldwide Shipping and tracking on every order.

Do you ship internationally?

Yes — we proudly ship worldwide. Delivery times vary based on destination, and all orders include tracking for full visibility.

Because we serve customers globally, we maintain fulfillment locations in various regions to help reduce delivery times.

However, not all items are available in every location at all times, so some orders may ship from a different region than the one closest to you.
If this happens, we kindly ask for a little extra patience — your package will still arrive safely and with full tracking from the moment it ships.

Processing Time:

Orders are typically processed within 1–2 business days. You’ll receive a shipping confirmation email as soon as your package is on its way.

Shipment Packaging:

For logistical reasons, some items in the same order may ship in separate packages. If that happens, you’ll receive a tracking email for each shipment, and your items may arrive at slightly different times.

What are the estimated delivery times?

You can find our estimated delivery times Here.

Can I change my shipping address or cancel my order?

Because we process orders rapidly, changes or cancellations are not guaranteed. If you notice a mistake, please contact us immediately at contact@claycali.com, and we will do our best to assist you before your order is dispatched. Once shipped, an order cannot be canceled.

Please ensure all shipping details are accurate. Claycali is not responsible for orders lost due to incorrect or incomplete information. If a package is returned to us due to an address error or refusal, the customer is responsible for re-shipping costs. In cases where a refund is requested for a returned package, shipping and return fees will be deducted from the total.

How do I track my package?

When your order has been dispatched, we’ll send a notification email with your tracking number.

Tracking information may take a little time to update, as some carriers only activate the status once the package leaves its origin country or passes through the first customs checkpoint.

This is normal, so if you don’t see movement right away, please allow a little more time and the tracking details will appear as soon as the carrier processes your shipment.

You can check the status of your order Track Your Order Here.

My tracking number states “Delivered” but I have not received my order. What should I do?

We’re so sorry for the inconvenience! While delivery issues are rare, unforeseen circumstances can occasionally occur.

If your order is marked as "Delivered" but you cannot locate it, we recommend checking around your property and with neighbors first. Please allow 3 business days for any carrier updates, then submit a claim directly with your local carrier using your tracking number.

If you still haven’t received your order after taking these steps, please contact us within 7 business days at contact@claycali.com, and we’ll be happy to guide you through the next steps.

My order is missing an item or I received the wrong product?

We are so sorry for the mistake! Please notify us at contact@claycali.com within 3 business days of delivery. To help us resolve this quickly, please include:

  • Your order number.
  • Clear photos of the items you received.
  • A photo of your shipping label.

Our team will immediately investigate the shipment with our warehouse to ensure you receive the correct items as soon as possible.

📦 EXCHANGE & RETURN

What is your return & exchange policy?

You can check our return and exchange policy Here.

How much is the return shipping fee?

While we provide free shipping on all outgoing orders, customers are responsible for the cost of return shipping. The fee is determined by the courier service you choose (e.g., local post, DHL).

We recommend using a service that provides a tracking number to ensure your return reaches us safely.

How do I start a return?

If you are eligible for a return after reviewing our Return & Exchange Policy, please reach out to our support team at contact@claycali.com with the information below. We will review your request and guide you through the next steps:

  • Order Number
  • The specific item(s) you wish to return or exchange
  • A brief reason for the return (and photos if the item is faulty)

🛡️ WARRANTIES

What does the Lifetime Color Warranty cover?

We stand behind the lasting brilliance of our jewelry. Every piece is backed by a Lifetime Color Warranty covering significant fading or tarnishing resulting from manufacturing defects under normal wear. If your finish loses its shine, we’ll make it right with a replacement or store credit.

Store credit issued from a warranty claim is specifically provided for a replacement of the original piece. These credits are considered final sale, cannot be combined with other offers, and are calculated based on the final price paid after any promotional discounts. Gifted jewelry is eligible for store credit only.

Items must be purchased directly from claycali.com. Please retain all damaged items, as they may be required for future warranty claims. Claycali reserves the right to deny any warranty claim at our sole discretion.

Coverage includes:

  • Significant gold or silver color issues or tarnishing.

Does not include:

  • Lost or stolen items.
  • Normal wear and tear (including scratches, accidental breakage, or minor damage).
  • Discoloration or natural variations of freshwater pearls.
  • Damage from misuse of jewelry or improper storage.
  • Free mystery items or promotional gifts.

To submit a claim, please email contact@claycali.com with the following:

  • Your full name and current shipping address.
  • Your original order number.
  • A brief description of the problem along with clear photos of the item.

What does the Broken/Faulty Item Warranty cover?

If you receive a damaged item or your jewelry experiences a structural break due to a manufacturing defect, you have 30 days from the delivery date to submit a warranty claim. Once approved, we will provide a replacement or store credit. We always aim to replace the original piece; however, if it is out of stock, store credit may be issued automatically.

Personalized items are covered only for manufacturing defects or errors caused by our team. We cannot offer replacements or store credit for customer input errors, such as incorrect spelling submitted at checkout.

Store credit from a warranty claim is for a replacement only. It is considered final sale, cannot be combined with other codes, and will reflect the promotional price paid. Gifted items are eligible for store credit only.

Items must be purchased directly from claycali.com. We ask that you keep the damaged item as it may be needed for future warranty claims. Claycali reserves the right to deny any warranty claim.

Coverage includes:

  • Manufacturing defects

Does not include:

  • Lost or stolen jewelry.
  • Normal wear and tear (including scratches and minor damage).
  • Damage caused by misuse, accidental breakage, or improper storage.
  • Promotional gifts or free mystery items.

To submit a claim, please email contact@claycali.com with the following:

  • Your full name and current shipping address.
  • Your order number.
  • A brief description of the problem along with clear photos of the item.
  • A short video if necessary (i.e bracelet clasps).