Shipping and Returns

Upated 30th May 2022

Shipping delays that we have encountere throughout the pandemic WILL continue to happen from time to time.

Delivery services will be affected when staff have to self isolate, and during seasonally busy times like Valentine's Day, Mother's Day, Father's Day and Christmas. 

We and the Royal Mail are working as fast as we can and we really appreciate your understanding during this globally disruptive time. 

Thank you :)

Shipping to the EU

To all our EU customers, please be aware that, from July 1st 2021, you may have to pay import VAT (and customs duties, if payable) and a handling fee on your order. We are not liable for any of these duties. These charges will vary depending on your country and depending on the value of the items you ordered. We still love you and still want you to order from us, get in touch if you're not sure what customs duties you'll be charged and we'll do our best to work it out for you. If you want to work it out for yourself, this website will help you:

Shipping Delivery Times

We ship globally to all destinations serviced by Royal Mail.

Royal Mail First Class

If you have placed your order before 11am on a weekday, your order will normally be shipped the same day. 93% of all Royal Mail first class post arrives the next working day, however this is not a guaranteed or tracked service and sometimes it can take a little longer.

Royal Mail Second Class

If you have placed your order before 11am on a weekday, your order will normally be shipped the same day. Second class post takes 2-3 working days to be delivered. This is not a guaranteed or tracked service and mail can sometimes take longer to arrive at its destination. 

Next Day Special Delivery

If you have placed your order before 11am on a weekday and selected Next Day Delivery, you order will arrive with your recipient, guaranteed, before 9pm the next working day. Please note that someone has to be in to sign for the package. Please note that this service does not operate on Bank Holidays or weekends.

FREE Postage

When you select the FREE postage option at checkout, your order will be sent by untracked standard (second class) post.

A signature is not required for deliveries apart from:

If UK customers order Next Day Special Delivery. A signature is required for this delivery. We may send orders over £60 by recorded delivery.

When possible, all our orders are dealt with on a daily basis, so turnaround for delivery within the UK will usually be within 3-5 days, often sooner. Europe delivery time should be 7 days week and the Rest of World delivery should be 2-3 weeks. All UK orders should be received within 14 days and International orders within 4 weeks. In the instance that an item is out of stock the customer will be informed and given further options.

Lost Items

In the event that your order becomes lost in the postal system, we ask that you wait up to 21 working days from the date your order was dispatched before we can issue replacements or refund a missing order.

Circumstances beyond our control

Neither we, nor any delivery service that we use, shall be liable for any failure to deliver goods where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or industrial dispute or strike.

Customs, duties and taxes

Clay and Paper will not be held liable for any duties, taxes or any other payments whatsoever incurred in relation to the importation of its goods to another country. All such costs will be payable by the purchaser of such goods.

30 Day Returns Policy

We understand that from time to time you may wish to return a product to us. We have created this 30 day returns policy to enable you to return products to us in appropriate circumstances.

This returns policy applies to customers in England, Wales and Scotland. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).  
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:-  

we receive the returned product within 30 days following the date of purchase of the product;

the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact, with any labels still attached) and

otherwise in a condition enabling us to sell the product as new;

you comply with the returns procedure set out below; and

none of the exclusions set out below apply.  

Returns procedure

In order to take advantage of your rights under this returns policy, you must:-

E-mail and explain the situation.

Please give as much detail as possible as to why you are returning your item, order no. whether faulty, wrong item, dissatisfied with product etc.

We will them contact you with a returns number.

Once you have received this number you can then send the item(s), packaged securely and appropriately, including the returns number on the front of the parcel, by recorded delivery to:-

Clay and Paper, [Returns number] Returns, Sands Farm, Sands Hill, Dyrham, SN14 8ES 

You will be responsible for paying postage costs associated with returns under this policy, except in cases where we have acknowledged error.

We will notify you via e-mail of your refund once we've received and processed the returned item.

You should expect to receive your refund within 30 days of posting your package; however, in many cases you will receive a refund more quickly.

This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).   

- any product made to your specification including handwritten cards;

- any product made to order including handwritten cards;

- gift vouchers;

- earrings  


We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy (including the original delivery charges and excluding the costs of returning the product to us). 

We will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product.  

In the event that your order becomes lost in the postal system, we ask that you wait up to 21 working days from the date your order was dispatched before we can issue replacements or refund the missing order.

Improper returns

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):-  

we will not refund or exchange the product;

we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose 

of the returned product in our sole discretion without any liability to you.