Refund policy

RETURN AND REFUND POLICY
Sora & Clay
Last updated: November 10, 2026

We want you to love your order. If you don't, you can return most items within 30 days of delivery for a refund.

1. RETURN WINDOW
You have 30 days from the date your order is delivered to request a return. Requests made after 30 days can't be accepted.

2. WHAT CAN BE RETURNED
To be eligible, items must be:
- Unused and in the same condition you received them
- In their original packaging
- Free from chips, cracks, stains or damage caused after delivery

3. HOW TO START A RETURN
1. Email support@soraclay.shop within 30 days of delivery with your order number and the item(s) you'd like to return.
2. We'll reply within 1 to 2 business days with the return address and instructions.
3. Pack the items securely (ceramics and glass need good padding) and send them back with a tracked service. Please keep your tracking number.
Please do not send items back without contacting us first, because we won't be able to match them to your order.

4. RETURN SHIPPING COSTS
- Change of mind or wrong choice: you pay the cost of return shipping.
- Damaged, defective or incorrect item: we pay the cost of return shipping, or we may ask you to keep or dispose of the item and we'll refund you or send a replacement.

5. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, defective or not what you ordered, email support@soraclay.shop within 7 days of delivery with your order number and clear photos of the item and the packaging. We'll offer you a replacement or a full refund, including the original shipping cost.

6. REFUNDS
- Once we receive and inspect your return, we'll email you to confirm.
- Approved refunds are issued to your original payment method within 5 to 10 business days. Your bank or card company may need extra time to show the refund.
- Original shipping costs are refunded only if the return is due to our error (a damaged, defective or incorrect item).
- Import duties or taxes charged to you directly by customs or a carrier are collected by those authorities and can't be refunded by us. You may be able to reclaim them from the carrier or customs office.
- If a return arrives damaged because of poor packing, or is not in its original condition, we may refuse the refund or refund a reduced amount. We'll contact you before doing so.

7. EXCHANGES
To exchange an item, return it as described above and place a new order for the item you'd like. This is the quickest way to make sure you get what you want.

8. CANCELLING AN ORDER
You can cancel an order before it ships by emailing support@soraclay.shop as soon as possible. Once an order has shipped, please follow the return process above.

9. LATE OR MISSING REFUNDS
If you haven't received your refund after 10 business days, first check your bank account and contact your card company. If you still haven't received it, email us at support@soraclay.shop and we'll look into it.

10. CONTACT US
Sora & Clay
17 Strathclyde Gardens, Cambuslang, Glasgow, G72 7ET, United Kingdom
Email: support@soraclay.shop
Hours: Monday to Friday, 9:00 to 17:00 (UK time)
We reply within 1 to 2 business days.