Shipping & Returns
All orders are dispatched from our studio in 10 working days as we are a made to order business.
Free shipping worldwide for orders over $90. Sale items and Floppy Totes excluded.
For international orders, please provide a phone number for customs purposes and shipping.
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.
Please keep an eye on your delivery by checking 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. Delivery costs will either need to be repaid to us to resend it, or a refund can be given, but the cost of shipping and certain fees will be deducted from the final amount.
We send all goods with tracked shipping. A tracking number will be emailed to you once goods are shipped via our courier service ‘Go Sweet Spot’.
Within NZ items usually take between 2-5 working days to be delivered once dispatched and internationally between 4-10 working days.
We can not send to PO addresses.
Please provide an address where someone can sign for the package during working hours (Monday - Friday 9am - 5pm).
We send all packages with signature required by default, unless specified. If you want your package sent without signature, please let us know. But we can not be responsible for goods delivered without signature.
When shipping within NZ we usually use Post Haste and internationally we use NZ post (tracked).
Please double check your billing & shipping info, as we can not re-route packages after they are dispatched.
We are unable to provide cash refunds, but items can be exchanged. This must be within 7 days of invoice and it being returned to us in the same new condition with tags. Return shipping & shipping of exchanged item will be at customers expense. We do not offer exchanges on sale items.
If you would like to exchange an item please email us at firstname.lastname@example.org before sending it back to us.
We do not offer exchanges, repairs or refunds on items that have faded or been damaged due to general wear and tear, poor storage or not following the care instructions. Care instructions for each item is sewn into the side of garments or on the inside of cushion covers & bags. Please look after your KLAY goods and they should last you for years.
If your item is faulty, please contact us with a description and images. If the fault is ours we will happily refund, exchange or repair the item.