Shipping

CHRISTMAS CUT OFF DATES:

If you are thinking of gifting Klay cushions, Pillowcases, Pouches or Floppy Totes this year, please place your orders ASAP so we are able to get them to you in time.

Because Klay items are made-to-order (we only cut & sew once you have bought something on our website), our Christmas cut off dates are earlier than other small businesses.

For all non-Klay items from our website (ie books, pottery etc) that are ordered separately, the cut off dates are later. But if you order Klay items WITH non-Klay items, we will send them together 10 days from your order.

Please see below for the cut off dates for your region.

Klay items cut off for 2020 orders:

New Zealand: Saturday 5th December

Australia, USA & rest of the world: Friday 20th November

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Non-Klay items (books, pottery etc) ordered on their own (without a Klay product):

New Zealand: Monday 14th December

Australia, USA & rest of the world: Tuesday 1st December

Please note, that these dates are our estimates based on current average delivery times, once we dispatch items, we do not have control over how long they take. With Covid and usual Christmas delays, extra planning is needed this gifting season. Delivery times may take longer (or faster) than the usual 2 weeks for Australia & the rest of the world due to unknown delays, please take this as a guide as we are not able to take responsibility if items do not reach in time.

DISPATCH TIME

Our made-to-order lead time is currently 10 days. If you order a Klay item (ie a book, pottery, kettle etc) + a non Klay item, your order will be dispatched in 10 days. If you would like the non Klay item, please order these separately from the Klay item. 

NEW ZEALAND ORDERS

A tracking number will be emailed to you once goods are dispatched.

Within NZ items are usually delivered on the next working day, but can take up to 4 working days to be delivered once dispatched.

We can not send to PO addresses.

When shipping within NZ we usually use Castle Parcel or Post Haste.

Our default shipping option is signature required. We can send items without signature at the customers request, but without signature, we can not take responsibility if items are lost or stolen.

INTERNATIONAL ORDERS

Expect some delays due to COVID-19. 

By default, Klay ships worldwide using NZ Posts international service, but we can also ship internationally with DHL.

NZ Post partners with the main/ govt postal services in other countries. The tracking info on the NZ Post website can be limited once the package leaves NZ, so we suggest typing in the tracking number (that is emailed to you from us when dispatched) into the main postal service in your country for better updates on its progress.

Ie:

USA: USPS

Australia: Australia Post

UK: Royal Mail/ Parcel Force

Once dispatched, international delivery from NZ takes between 2-10 days.

If you would like us to send using DHL (very speedy!) and it is not coming up as an option when you checkout, please email us for a quote hello@klay.co.nz

Klay does not pay customs duties (local taxes) for international orders. This is not included in the cost. Once the goods arrive in the local country you may be contacted by customs. 

Customs policies vary from country to country. Please contact your local customs office for more information.

All orders are marked as 'Merchandise'. We will not mark the package as 'Gift', or reduce the value of the contents. This is illegal and we can be charged large fines for this.

Please keep an eye on your delivery by checking the tracking number for updates. If you miss your delivery and do not arrange redelivery, or collection of your package within a certain amount of time (varies from country to country) this is your responsibility and we are not able to cover the cost of shipping back to you if it gets sent back to us. Re-delivery costs will need to be repaid to us to resend it.

As per our returns policy, we do not offer refunds, but do offer exchanges.

For customers in France - please note we are unable to send your items tracked.

For all international shipping - please double check your billing & shipping info, as we can not re-route packages after they are dispatched.