*please note, due to changes in USPS system there have been delays in tracking being updated and delays in some shipping. Overseas shipping including Canada have been put on hold due to delays up to 3 months. We plan to reopen international shipping soon!
Small businesses have been hit hard with shipping complications during this time and providing excellent customer service is of course our top priority. Although shipping is out of our hands once dropped off at the shipping provider, we still want to give our customers the best of us! To protect this business we are enforcing a new policy during this time. ANY packages lost by USPS, UPS, FEDEX, DHL, *this will read as “in pre-shipment” for longer than 15 business days* will result in store credit to be used at a later time. Lost packages are not at the fault of the seller and if insurance is not purchased by the buyer a claim CANNOT be filed on the buyers part nor the sellers part. Packages that HAVE been scanned in and/or marked as delivered can absolutely be tracked by the shipping provider and in that case the buyer will have to deal with the shipping provider first hand, not the seller.
Here is where you will find Cotton & Clay Co. policies. If a questions is not answered, please feel free to email our customer service email and we will do our best to answer your question!
About my earrings:
*Please know before buying* all my earrings are hand made, from scratch, and with that there might be slight imperfections. I try my absolute best to eliminate bubbles and markings HOWEVER because they are handmade it is impossible to make them blemish free. I will never send out earrings with large imperfections, but I also believe handmade means KNOWING and being proud of the slight imperfections. This is my art, if you like pieces that are different and tell a story then you are in the right place!
We understand that things get competitive during restocks and placing multiple orders might be easiest for some, however orders will not be combined and shipping will not be refunded. Our shipping fees are LESS than it actually costs to ship and it is based not only USPS prices but also the materials that go into transporting your earrings (while also being reasonable for you) It is more convenient and efficient for us to ship in order of when orders are placed.
PLEASE NOTE that during this time with COVID-19 tracking may not update on their end immediately (allow 72 hours to update)
All regular restock items will ship in 5-7 BUSINESS day’s. Any items that state they’re MADE TO ORDER such as the SECOND CHANCE RESTOCK, please allow 10-14 business days for your items to be made and shipped out. If you are ordering earrings that need to be made as clip ons please note they are needing to be made special and these will take 5-7 business days.
These processing times are for getting your items shipped out. From there is normally takes 2-3 business days for USPS to deliver your goodies. If for some reason there has been an issue with USPS please contact them directly first as I do not have a part to play in their handling. If you have further questions or concerns please reach out and I will do my best to help, but their mistakes and technicalities are not my responsibility.
RETURNS and EXCHANGES
Returns for damaged earrings are accepted within 30 days of purchase other damaged returns will be met on a case to case basis. If you are not happy with a purchase, exchanges are accepted within 5 days after receiving your product. With custom pieces no returns are accepted. There are no exchanges for Sherby's or any other earrings that include the description "made from a slab. each earring will be different but have the same color scheme" by buying these earrings you are agreeing to those terms. If you are returning due to damage you can only receive a duplicate of your previous order. Please note we send out returns/exchanges 7 business days after receiving the original pair.
Please email for return address. When returning, earrings must be returned in proper protective packaging. Any earrings that arrived damaged will not be refunded. If they need to be remade the customer will be liable to pay the full price for another pair.
Polymer clay is very durable and even bendable HOWEVER please do not bend your earrings. I understand that accidents do happen so if for some reason you break your earrings please contact me via email. I will review on a case by case basis. No instagram DMs regarding replacements and orders will be accepted.
email us at email@example.com
*emails will be returned within 1-2 days*
*DUE TO THE COMPETITIVENESS DURING RESTOCKS ORDERS CANNOT BE CANCELED AFTER PURCHASE. SUCH AN INCONVENIENCE CAUSES OTHERS WHO WANTED EARRINGS TO MISS OUT AND CAUSES THIS SMALL BUSINESS TO LOSE MONEY*