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SHIPPING POLICY
1. Order Processing & Production Time
In-Stock Items: Orders are processed and dispatched within [2 to 4] business days after payment confirmation.
Made-to-Order / Pre-Orders: If an item is made to order, please allow [2 to 4] weeks for creation, firing, and preparation before dispatch. Expected lead times are listed on the specific product page.
Orders are not processed or shipped on weekends or Portuguese national holidays.
2. Shipping Rates & Packaging
Because ceramics vary significantly in weight, size, and fragile nature, shipping costs are calculated dynamically at checkout based on the total weight, volume of the package, and destination.
To ensure your items survive transit, we use heavy-duty cardboard boxes, eco-friendly bubble wrap/biodegradable peanuts, and custom padding. The total shipping fee reflects both courier transit fees and protective packaging materials.
3. Shipping Destinations & Estimated Delivery Times
We currently ship from Portugal to the following regions:
- Portugal (Mainland): [1 – 3] business days
- Portugal (Azores & Madeira): [3 – 7] business days
- European Union (EU): [3 – 8] business days
- Rest of the World (International): [7 – 15] business days
Note: Delivery times are estimates provided by carrier services (e.g., CTT, DPD, DHL) and are not strictly guaranteed. Delays caused by customs, weather, or courier backlogs are beyond our control.
4. ORDER TRACKING
For orders shipped outside the European Union:
- Customers are responsible for any import duties, customs taxes, or clearance fees levied by the destination country.
- Clay Freckles is not responsible for delays caused by local customs processing.
5. CUSTOMS, DUTIES & TAXES (INTERNATIONAL SHIPPING)
For orders shipped outside the European Union:
- Customers are responsible for any import duties, customs taxes, or clearance fees levied by the destination country.
- Clay Freckles is not responsible for delays caused by local customs processing.
6. DAMAGED OR BROKEN ITEMS UPON ARRIVAL
Ceramics are fragile, and despite our best packaging efforts, accidents during transit can occasionally happen. We've got you covered.
If your item arrives broken or damaged, please follow these steps within 48 hours of receiving the package:
01. Email [clayfreckles@gmail.com] with your Order Number.
02. Attach clear photos showing:
- The damaged item itself;
- The outer shipping box showing the shipping label;
- The internal packaging materials used.
Once verified, we will arrange a replacement piece (subject to stock/production time) or issue a full refund for the damaged item. Requests made after 48 hours of delivery confirmation cannot be honored.
7. Incorrect Shipping Address & Unclaimed Packages
Please double-check your shipping address during checkout. Clay Freckles is not responsible for packages delivered to incorrectly provided addresses.
If a package is returned to us due to an incorrect address or failure to pick it up from a local postal hub, the customer will be responsible for the cost of re-shipping the order.
8. Contact Us
If you have any questions regarding your shipment, please reach out to us:
Email: [clayfreckles@gmail.com]
Last updated: September 18, 2026
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