Our made-to-order lead time is currently 10 days for Klay items that are not batch made. If you order a Klay item (ie a cushion) + a non Klay item (ie a book, pottery, kettle etc), your order will be dispatched in 10 days. If you would like the non Klay item sooner, please order these separately from the Klay item.
Non made-to-order items ordered alone are dispatched within 1-3 days of your order.
For all orders: if you do not see an order confirmation email when you have placed your order & an email with you tracking number once it is dispatched please check your spam/ junk folder in your inbox.
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.
When shipping within NZ we usually use CourierPost.
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.
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.
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 email@example.com
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.