Orders 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 despatched please check your spam/ junk folder in your inbox.

Please keep an eye on your delivery by monitoring 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.

A tracking number will be emailed to you once goods are despatched.
Within NZ items are usually delivered on the next working day, but can take up to 4 working days to be delivered once despatched.
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.

If your building has an ATL (authority to leave) to override the signature required (some apartments etc have this) & your package is stolen, we are not able to take responsibility for it once it has been delivered. If a package delivered with ATL is stolen after delivery, this is a police issue for the receiver to file a report of theft.

We send orders by DHL express or NZ Post.
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 type in the tracking number (that is emailed to you from us when despatched) 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 despatched, international delivery from NZ with DHL takes 2-7 days, or if you order goes with NZ Post, it takes between 1-3 weeks with NZ post (bulky orders).

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.

For customers in France, Qatar and India - please note we are unable to send your items tracked, unless you pay for DHL shipping.

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

If you return or exchange items that were sent with a free shipping offer, the shipping cost to you will be deducted from the refund. If you would like to exchange an item made on a free shipping offer, shipping of the exchanged item will be additional.