Shipping policy

Shipping Locations

We offer shipping within the United States & international destinations. 

Processing & Shipping Times

We ship orders daily from the USA. We aim to process and ship all orders within 1 business day of purchase, excluding weekends and public holidays. Please note that during peak periods or promotional events, processing times may be slightly longer. We truly appreciate your understanding and patience.

 

Personalized pieces take a little extra time — please allow an additional 4–8 business days for us to craft them with care.

Customs, Duties & Taxes

Customs duties, taxes, or import fees applied by your destination country are the responsibility of the customer and are non-refundable. If a shipment is refused due to import fees, original shipping and return costs will not be refunded.

Order Tracking

Once shipped, you will receive a confirmation email with tracking information. Please allow a few business days for tracking details to update in the system.

Lost, Stolen, or Damaged Shipments

Please allow for possible carrier delays, especially during peak periods. An order is officially considered lost only if it has not arrived within 30 days of the shipping date. If your order has not arrived after this window, please contact us at contact@claycali.com and we will gladly assist you.

If your tracking is marked "Delivered" but you haven't received your package, we recommend checking around your delivery location and with neighbors. Please allow 3 business days for any carrier updates, and then submit a claim directly with your local carrier. If you still haven’t received your order after taking these steps, please reach out to us within 7 business days of the marked delivery date at contact@claycali.com, and we’ll gladly help guide you through the next steps. Please note that Claycali is not liable for carrier errors or theft after delivery.

Shipping protection

Customers who purchased Shipping Protection at checkout are fully covered against loss, theft, or damage. Please contact contact@claycali.com for priority assistance.

Missing or Incorrect Items

If your order arrives with missing or incorrect items, please first check your tracking information, as orders with multiple items may sometimes arrive in separate packages from different warehouses.

If all packages have been delivered and an item is still missing or incorrect, please contact us within 3 business days of delivery. To help us resolve this quickly, please include your order number, clear photos of all items received, and a photo of your shipping label.

Address Accuracy

Claycali is not responsible for parcels sent to an incorrect address provided at checkout. If a package is returned to us, reshipment costs will be the responsibility of the customer.

Warranties:

Claycali Lifetime Color Warranty

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.

Claycali’s Broken / Faulty Item Warranty

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).