Frequently Asked Questions

Placing an order and payment methods:

Orders can be placed via our online store and we use payfast or eft to process payments. If the item is not in stock, lead time will be 3-4 weeks. If you see an item on one of our social media pages that is not available via the website and would like to place an order, you are welcome to email us at info@clayheart.co.za International: we ship worldwide. If you are interested in purchasing any products, please get in touch directly via info@clayheart.co.za

What is your refund/returns policy?

Ceramics are fragile and we try our best to package them as safely as possible, but in the unfortunate event that there is a breakage during transit, we will either fix the item or replace it for you. Please contact us, via email, within three days of arrival. We reserve the right to issue refunds as per our discretion. Please note: should you wish to return any item, the cost of shipping it back to us will be to your account.

Do you do custom orders?

Yes! We would love to hear your ideas and hopefully accommodate your request. You are welcome to get in touch via email or our contact form.

Shipping

All orders ship from Cape Town, South Africa and will be processed within 3 to 5 working days of purchase or 3-4 weeks if the item is out of stock. As each piece is handmade, there can be a delay on the rare occasion but we will contact you as soon as possible with an alternative arrangement. South Africa: Orders are delivered via courier to your door within 1-5 working days depending on your location and shipping will be calculated at checkout. Shipping is free for orders over R1000. All parcels are tracked. You are also more than welcome to collect from our studio in Milnerton, Cape town. We will contact you and arrange a pickup time when the order is ready. International: Orders placed directly with us are delivered via Expedited Mail Services to your door, depending on your location. Please note any delays in customs may affect delivery time. All parcels are insured and tracked. Clayheart is not responsible for any duties or taxes charged your side.

Why doesn’t my piece look exactly like the one online and why does it take 3-4 weeks for a product that is not in stock?

Items may look slightly different due to the handmade process and the unique quality of each item. No two pieces will ever look identical. The ceramic process has a few stages to get through before it is ready. There is the greenware stage where the item is made by hand and left to dry. The bisque stage where your piece is fired, painted with underglaze and then refired. The Glazing stage with another firing at a higher temperature for that glossy look. If pure gold lustre is added, another firing is needed after glazing. Each firing takes a day to fire and a day to cool. Ceramics is a labour of love!

Are my items microwave and dishwasher safe?

It all depends on your order. Dinnerware is safe for both but handwashing is recommended. Any piece with gold is not microwave-safe. Any sculptural pieces can be wiped down with a soft wet cloth.

Any other questions?

You are welcome to get in touch via email or the contact form with any other questions or concerns you might have