Shipping policy
Shipping Policy
Order Dispatch & Delivery Times
We aim to dispatch most orders within 48 hours. If ordered over a weekend, your goods will be dispatched on the next working day. Occasionally, it might take a little longer, especially during busy periods.
UK Shipping Costs
Shipping fees are calculated at checkout based on the total weight of your order. Our standard UK delivery rates are:
0 – 2kg: £4 (2-4 working days)
2 – 5kg: £6 (2-4 working days)
5 – 10kg: £10 (2-4 working days)
Over 10kg: £15 (2-4 working days)
All deliveries are tracked and signed for, and you’ll receive an email with tracking information once your order has been dispatched.
If you find yourself in a bind and you need your item by a certain time, please feel free to email us at orders@citrusandclay.com — we’ll always do our best to help speed things up where possible.
Our Shipping Partners
We work with trusted courier Royal Mail 48hr Tracked & Signed and DHL. These providers have proven to be reliable and offer flexible options for tracking and rescheduling deliveries.
If needed, you can request that your parcel be left in a safe place. Please note that once your parcel has been delivered to the specified location, we cannot accept responsibility for any loss or damage of your purchased item.
General Delivery Information
Please ensure all delivery details, including the postcode, are correct before submitting your order. We'd advise you check these before placing your order.
Once your order is placed, please double-check the confirmation email and contact us at orders@citrusandclay.com straight away if you spot any errors.
Kindly note that we cannot be held liable for delivery delays or failures resulting from circumstances beyond our control. This includes, but is not limited to, vehicle breakdowns, incorrect delivery information, major roadworks or closures, and unforeseen or uncontrollable events (force majeure).
Inspecting Your Order on Arrival
Please check all items carefully as soon as your order arrives. Any faults or damages must be reported within 24 hours of delivery, as indicated by the tracking. Unfortunately, issues reported after this period will be treated as general wear and tear, and we will not be liable.
My Order Arrived Damaged
We're so sorry to hear your item arrived broken. Please be assured we do all we can to avoid these things from happening! In this event please email us at orders@citrusandclay.com including your order no. with a few clear photos of the parcel as it was received, including the damaged item, along with a brief description of the issue. We'll get back to you as quickly as possible to sort things out.
Kindly refrain from attempting to repair the item yourself or through a third party, as this may affect your eligibility for a refund, replacement, or reimbursement.
Rest assured, we’ll cover the delivery cost for any replacement sent out.
My Order Is Missing
If your order hasn’t arrived or you’ve encountered any issues with delivery, please contact us at orders@citrusandclay.com. We’ll investigate the matter with our courier partners as quickly as possible.
Please note, we’re unable to offer a refund or resend any items until the courier’s investigation is complete, as the parcel is no longer within our control once it leaves our premises. If the courier concludes that the item was successfully delivered based on their tracking and evidence, we regret that we may not be able to take further action. However, you’re welcome to raise a dispute directly with the courier service at any time.
To allow us to properly investigate, please get in touch within 14 days of your expected delivery date. After this period, we may no longer be able to obtain the necessary information from the courier to resolve the issue.
Returns
We hope you're over the moon with your C&C purchase, but if you’d like to return an item, please email us at orders@citrusandclay.com within 14 days of receiving your order.
Returned items must be sent back within 14 days of delivery. To qualify for a refund, items must be unused, in their original condition, and returned in their original packaging.
Holiday Returns: For orders placed during the festive season, our returns window is extended until 20th January to allow a little extra flexibility after all those Mince Pies!
Please note, sale items are not eligible for returns.
Return Shipping Costs
Unless otherwise agreed, customers are responsible for the cost of returning items. Please note that original shipping charges are non-refundable. If a refund is issued, the original delivery cost will be deducted from the total refund amount.
We recommend using a tracked and insured shipping service for returns, as we cannot guarantee receipt of returned items.
To arrange a return, please email us at orders@citrusandclay.com, and we’ll provide you with the necessary return instructions.
If you’re returning fragile items, please take extra care with packaging. Items damaged in transit due to insufficient packaging may not be eligible for a refund.
Refund Confirmation & Processing
Once we receive and inspect your returned item, we’ll send you an email to confirm its arrival and let you know whether your refund has been approved.
If approved, your refund will be processed and a credit will be issued to your original payment method. Please allow a few working days for the transaction to appear, depending on your payment provider.
Citrus & Clay reserves the right to decline any return or exchange that does not meet the conditions outlined in our returns policy.
Exchanges
If you’d like to exchange an item, for example, for a different colour, please return the original item within 14 days of receiving it and place a new order for your preferred choice.
We only offer direct replacements for items that are faulty or damaged on arrival. If this applies to you, please get in touch within 24hrs of receiving your order so we can arrange a suitable replacement.
Questions
If you have any further questions about shipping that haven't been answered above, please get in touch at info@citrusandclay.com.