Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at alexclaycharacters@gmail.com. Please note that returns will need to be sent to the following address: Office 10111, 321-323 High Road,
Chadwell Heath, Essex, RM6 6AX. UK
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at alexclaycharacters@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Custom made sculpts, unless they are faulty and not described, as these have been made on request, they would also be regularly updated with social media posts, any alterations should be requested before the final baking.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at alexclaycharacters@gmail.com.

Returns & Refund Policy

Last updated: 02 July 2026

Thank you for shopping with Alex Clay Characters. Each of our polymer clay creations—including figurines, paintings, key rings, cups, and other handmade items—is carefully handcrafted with attention to detail. We want you to be delighted with your purchase. This policy explains your rights and our returns and refunds process.

Your Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If your item is faulty, damaged, not as described, or not of satisfactory quality, you are entitled to the remedies provided under UK consumer law.

Your Right to Cancel

If you purchase from us online, you generally have the legal right to cancel your order within 14 days of receiving your goods under the Consumer Contracts Regulations.

To exercise your right to cancel, you must notify us in writing by email at alexclaycharacters@gmail.com, before the 14-day cancellation period expires.

Once you have notified us, you have a further 14 days to return the item to us.

Refunds will be processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been returned, whichever is earlier.

Items That Cannot Be Cancelled or Returned

Under Regulation 28 of the Consumer Contracts Regulations, the right to cancel does not apply to certain goods, including:

Personalised or custom-made items created to your specifications.
Items made specifically for you or customised with names, colours, designs, or other personal requests.

As many of our handmade creations are made to order or personalised, these items cannot be cancelled or returned unless they are faulty or damaged.

Condition of Returned Items

If you are returning an item because you have changed your mind, it must be:

Returned within the required timescales.
Unused and in its original condition.
Returned with any original packaging where reasonably possible.

We reserve the right to make a deduction from your refund if the value of the item has been reduced due to handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Faulty, Damaged or Incorrect Items

Please inspect your order upon arrival.

If your item arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery at [Your Email Address] and include:

Your order number.
A description of the issue.
Clear photographs of the item and its packaging.

Where appropriate, we will offer one of the following remedies in accordance with your legal rights:

A replacement.
A repair (where suitable).
A full or partial refund.

If the item is confirmed to be faulty or we have made an error, we will cover the reasonable cost of return postage.

Return Shipping

If you are returning an item because you have changed your mind under your statutory cancellation rights, you are responsible for the cost of returning the goods unless we have stated otherwise.

We recommend using a tracked postal service, as we cannot be responsible for returned items that are lost in transit.

Refunds

Refunds will be issued using the original payment method.

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds are usually processed within 5–10 business days, although your bank or payment provider may take additional time to credit your account.

Original standard delivery charges will be refunded where required by law. Any enhanced or express delivery charges are non-refundable.

Exchanges

As each item is handmade, we do not offer direct exchanges. If you would like a different item, please return the original item (where eligible) and place a new order.