AlkaClay (the “Company”, “we” or “us”) produces and sells handcrafted clay products through its website www.alkaclay.com. This Shipping & Returns Policy (the “Policy”) forms part of and should be read together with our Terms and Conditions and Privacy Policy.

By placing an order through our website or via any official AlkaClay sales channel, you acknowledge and agree to this Policy.

1. Order Processing and Production

• AlkaClay products are handcrafted and may be produced on a made-to-order or pre-order basis.
• Order processing times may vary depending on product availability, production schedules, and order volume.
• Estimated processing timelines will be communicated at checkout or through direct order confirmation.
• Order confirmation does not guarantee immediate dispatch for made-to-order or pre-order items.

We reserve the right to delay or cancel orders in cases of material unavailability, production constraints, or operational reasons. In such cases, you will be informed promptly.

2. Shipping Destinations

We currently ship:

• Within Jordan, and
• Internationally, subject to destination availability, carrier coverage, and applicable regulations.

We reserve the right to restrict shipping to certain locations where delivery is not feasible, prohibited, or commercially unreasonable.

3. Delivery Timelines

Delivery timelines are estimates only and are not guaranteed.

• Domestic (Jordan): typically dispatched within the communicated processing time, with delivery usually taking 2–5 business days after dispatch.
• International: delivery times vary by destination, carrier, customs clearance, and local postal services.

Delays may occur due to customs inspections, weather conditions, carrier delays, public holidays, or other factors beyond our control.

4. Shipping Fees, Duties, and Taxes

• Shipping fees are calculated at checkout or communicated during order confirmation.
• Prices displayed on the website exclude customs duties, import taxes, VAT, clearance fees, or other charges imposed by authorities in the destination country unless explicitly stated otherwise.

For international orders, you are solely responsible for any duties, taxes, or fees charged by your local authorities.

Failure to pay applicable customs charges may result in delays, return of the shipment, or disposal by customs authorities, for which AlkaClay bears no responsibility.

5. International Shipping

• Shipments may be subject to customs inspections and clearance procedures.
• AlkaClay cannot control or predict customs processing times.
• You are responsible for ensuring that products ordered comply with local import regulations.

AlkaClay is not liable for shipments delayed, refused, or seized by customs authorities.

6. Damaged, Defective, or Incorrect Items

Due to the fragile nature of handcrafted clay products, customers must inspect their order immediately upon delivery.

If you receive:

• A damaged item,
• A defective item, or
• An incorrect item,

You must notify us within 24 hours of delivery by contacting info@alkaclay.com, and provide:

• Your order number,
• A clear description of the issue, and
• Clear photos of the product and original packaging.

Failure to report issues within this timeframe may result in the claim being declined.

Upon verification, we may, at our discretion:

• Replace the item,
• Offer store credit, or
• Issue a refund where appropriate.

7. Returns and Exchanges

Due to the handcrafted, fragile, and made-to-order nature of AlkaClay products:

• Returns for change of mind are not accepted.
• Exchanges are not guaranteed and are considered only in cases of verified damage, defect, or incorrect delivery.

Any approved return or exchange must:

• Be authorised in writing by AlkaClay prior to return, and
• Follow the return instructions provided.

Unauthorised returns will not be accepted.

8. Non-Returnable Items

The following items are non-returnable and non-refundable:

• Used products
• Products damaged due to misuse, improper care, or failure to follow care instructions
• Products with natural variations in colour, texture, or finish inherent to handmade clay
• Items reported outside the required notification timeframe

Natural variations are not defects, but an essential characteristic of handcrafted clay products.

9. Risk of Loss

Risk of loss or damage passes to you upon delivery to the shipping address provided. For international shipments, risk may pass earlier as determined by applicable shipping terms or carrier policies.

10. Force Majeure

We are not responsible for failure or delay in shipping or delivery caused by events beyond our reasonable control, including but not limited to natural disasters, strikes, pandemics, government actions, customs delays, or carrier service interruptions.

11. Changes to this Policy

We may update this Shipping & Returns Policy from time to time. Changes will be posted on our website, and continued use of our services constitutes acceptance of the revised Policy.

12. How to Contact Us