Refund policy

Returns & Exchanges

At Claycali, your happiness is our priority. We take great pride in our craftsmanship and want you to love your new jewelry. If for any reason you aren’t completely satisfied, we are here to help make it right.

30-Day Return Window

We offer a 30-day return window from the date your order is delivered. To be eligible for a return or store credit, items must be in their original, unused condition, with all tags intact, and kept in their original packaging.

Order Cancellations

We start crafting your personalized pieces almost immediately to ensure fast delivery. If you need to cancel your order, please contact us within 2 hours of purchase. After this window, the crafting process has begun, and the order can no longer be canceled.

Personalized & Custom Items 

Because our personalized pieces are crafted uniquely for you, they are considered Final Sale and are not eligible for returns or exchanges. In the event of a manufacturing defect or an error made by our team, please contact us at contact@claycali.com with your order number and a photo of the item so we can arrange a replacement.. 

Promotional Offers & Bundles

We love offering great value through our promotions! To keep things fair:

  • Full Returns: If the entire bundle/set is returned, you will receive a full refund or store credit.
  • Buy 1 Get 1 50% Off (BOGO): If you keep part of a "Buy One Get One" deal, your refund will simply be the price you paid for the specific item returned.
  • Buy 2 Get 1 Free (B2G1): You will receive an 80% refund or store credit based on the effective discounted value per item after the promotion is applied.
  • Buy 2 Get 2 Free (B2G2): You will receive a 50% refund or store credit based on the effective discounted value per item after the promotion is applied.
  • Free Gifts: If your order included a free gift, it must be returned along with your items to receive a full refund.

Exchanges

If you’d like to try a different style or size, we are happy to offer store credit to help you find your perfect match within our 30-day window. To receive your store credit, the original item must be sent back to our facility in its original condition with tags. All returns must be approved by our team before being sent back. Once we receive and inspect your return, we will issue a personalized code for you to use on your next order. Please note that all exchanges are final.

Refunds

Once your return is received and inspected, we will process your refund to your original payment method. Please allow 7-14 business days for the credit to reflect in your account. You will receive a notification email as soon as the refund is completed.

Return Shipping

For returns and exchanges, customers are responsible for shipping costs and must provide a valid tracking number as proof of return shipment.

Missing Packages

If your tracking shows that your package was delivered but you haven't received it, please contact your local post office. Once a package is marked as "Delivered," Claycali is not responsible for lost or stolen items, but we will do our best to assist you in locating your shipment.

How to Start a Return

Our support team is here for you! Simply email us at contact@claycali.com with your order number and a photo of the items in their original packaging with tags. We will review your request and provide approval and instructions to ensure a smooth experience.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.