We send out an email every step of the way! Order confirmations are sent as soon as your order is placed. An email is sent out once we have shipped your order, and once the shipment has arrived. Make sure to check your SPAM or PROMOTIONS folder on your email platform. A lot of customers have found these emails sent there. If those are not showing your email confirmations, make sure that the spelling of your email was correct during the order process. If you have any other tracking questions please contact Route shipping here
Yes, we ship all over the world. International shipping costs will apply, and will be added at checkout.
All clay items are made-to-order: This means that everything is made by hand and assembled once your order is placed! Because of this, please allow 5 business days (M-F) before items are shipped off with tracking. Domestic orders processed will take 2-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
UPS, USPS, and DHL (intl. orders only)
Sometimes mail carriers mark a package as delivered before it arrives. Super annoying and very confusing, we know! Give it 48 hours to see if the package arrives before reaching out to take the next steps. 9 out of 10 times, the package shows up! If you purchased Route shipping insurance, please let them know if you are unable to locate your package after 48 hours. Route shipping insurance only insures orders 30 days from purchase. Contact Route here.
We offer ROUTE+ shipping insurance! It's amazing y'all! The option pops up by your cart automatically at checkout. It's super affordable and ensures that if your package is lost/stolen, they replace it at no extra charge for you! They even have an app that allows for easy tracking and filing a claim if an issue does arise. This is a wayyyy easier method than reaching out to the carriers directly, which can be a very long and frustrating process. We strongly recommend purchasing Route with your order, as we are not liable for uninsured packages.
Product and Orders
Please send a photo and your order number to our support team here.If it has been 30 days or less, we will offer a replacement at no extra charge.
However, if we no longer offer that item,we will provide store credit, items of equal value, or a refund.
If an item is defective within 60 days of purchase, we will offer 100% store credit.
For breakages on items ordered 60 days or more, we are happy to provide repair assistance via email if possible!
30 DAY HASSLE-FREE RETURNS AND EXCHANGES
If metal items arrive damaged or are defective within 30 days of purchase, we are happy to send out a replacement.
If clay items arrive damaged or are defective within 30 days of purchase, we can send a replacement. However, if we no longer offer that item, we will provide store credit, items of equal value, or a refund.
If an item is defective within 60 days of purchase, we will offer 100% store credit.
Need to add another item to your order? Chose the wrong color or size? No problem! Just shoot an email to our support team here with your order number ASAP, and we will make the edits for you!
Leave a note at the checkout screen! You can leave a small message, and we will handwrite a note on your behalf to include in your package. We never add paper receipts (because we are conscious of sustainable practices and love our trees), so there are no worries about them seeing the price tag. If you did the speedy checkout and didn't see the spot to leave your note, shoot us an email ASAP to the email HERE with your message and order number, and we will add it to your order!
Care Instructions
If you get any streaks, paint, dyes from hair or clothes on your clay jewelry and it absorbs the color, don't worry! Grab a Q-tip and some rubbing alcohol, and gently cleanse the area concentrating on the stain in a gentle circular motion. If that doesn't work, plan b will be to grab some nail polish remover! The same process goes for this method, but be extra careful with the acetone, as it is 3X stronger than the rubbing alcohol and can dissolve the clay if applied too heavily.
Treat them like your little clay babies. Hehe! Make sure to keep them in a box or sunglasses case (something with a hard outer shell) to protect them during travel! If you throw them in your purse and they get tossed around and pressed against, they can eventually break from too much force and manipulation. Make sure to take them off when showering and swimming to keep the gold plating and brass as bright and shiny as possible! Brass cleaner or baking soda + lemon works great on brass components to restore shine and luster!
Other
Absolutely! Sign up for our email blasts at the bottom of the homepage and you will see it pop up! This is where we send out flash sale and first dibs announcements. We also have a rewards program, you can sign up for here.
