Last updated September 2026

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Delivery and Shipping Policy

Every Clayways piece is made and packed with care. We want your ceramics to arrive safely and will keep you informed as your order progresses.

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Making your personalised order

Please allow a minimum of approximately three working weeks for us to create your personalised gifts, starting once payment and all personalisation details have been received. Working weeks exclude weekends and bank holidays.

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This is the making time; delivery takes additional time.

 

As each piece is handmade and requires drying, glazing and firing, some orders may take longer. We will confirm the expected timescale for your order and keep you updated about its progress and any delays. Any extension to an agreed delivery deadline will be discussed with you.

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If you need an item for a particular date, please contact us before ordering so we can confirm whether this is possible.

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Careful packaging and photographs

We carefully package every pot and ceramic gift to help protect it during transit. We take photographs of your items and their packaging before dispatch to record their condition and how they have been packed.

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Signed for delivery and insurance

We use signed for delivery to provide a record of receipt and help protect both our customers and Clayways. Every item is insured during transit at our expense.

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We remain responsible for your order until it is received by you or someone you have nominated to accept it. Our insurance arrangements do not limit your statutory rights.

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Delivery costs and dispatch details

Delivery charges and available destinations are shown at checkout or confirmed before payment for bespoke orders.

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Once your order has been dispatched, we will share the delivery provider’s details, any tracking or delivery reference available and the estimated delivery timescale.

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Please check that your delivery address is correct and arrange for someone to receive and sign for your parcel. If you miss a delivery, follow the delivery provider’s instructions to arrange collection or redelivery.

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Damage, missing items or other problems

Please check your order promptly on arrival. If anything is damaged, missing or incorrect, please let us know in writing within 48 hours where possible by emailing hello@clayways.co.uk. Please include your order number, a description of the problem and, where possible, photographs of the item, outer packaging and protective packing. Please retain the packaging while we look into the issue, if it is safe to do so.

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The 48 hour request helps us investigate promptly; it does not affect your statutory rights or prevent you from reporting a problem later. Signing for your parcel does not mean you have accepted that its contents are undamaged.

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We will work with you to resolve the issue and arrange an appropriate remedy, including a replacement or refund where required. We will handle any claim with the delivery provider or insurer ourselves.

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Delayed or missing deliveries

If your parcel has not arrived within the expected delivery timescale, please contact us. We will investigate with the delivery provider and keep you updated. You do not need to pursue the courier or insurer yourself.

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Contact us

For questions about your order or delivery, email hello@clayways.co.uk or call us / message us on WhatsApp at 07738 629343.

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