Last Updated: 2 July 2026

Thank you for shopping with Alex Clay Characters. We take great care in creating, packaging, and shipping every handmade polymer clay item. Please read our Shipping Policy before placing your order.

Processing Times

As our products are handmade, processing times may vary depending on the item and current order volume.

Unless otherwise stated on the product listing:

• Ready-made items are typically dispatched within 2–5 business days.

• Made-to-order or personalised items are typically dispatched within 5–10 business days.

If there are any unexpected delays, we will contact you using the email address provided with your order.

Shipping Methods

Orders are shipped using trusted delivery partners such as Royal Mail or another reputable courier, depending on the size, weight, and destination of your order.  Evri is my preferred carrier but you can specify which your preference

A tracking number will be provided where a tracked delivery service has been selected or included.

Shipping Costs

Shipping charges are calculated at checkout based on the delivery destination, parcel size, and shipping method selected.

Any applicable shipping costs will be displayed before you complete your purchase.

Delivery Estimates

Estimated delivery times begin once your order has been dispatched.

Typical delivery estimates are:

• United Kingdom: 2–5 business days

• Europe: 5–10 business days

• International: 7–21 business days

These times are estimates only and are not guaranteed.

Delivery delays may occur due to customs processing, adverse weather, postal disruptions, public holidays, or other circumstances beyond our reasonable control.

International Orders

We are happy to ship internationally where available.

Customers are responsible for any customs duties, import taxes, VAT, handling fees, or other charges imposed by their country's customs authorities.

Unfortunately, we have no control over these charges and cannot predict what they may be.

Packaging

Every order is carefully packaged to help ensure it arrives safely.

As many of our products are handmade from polymer clay, we take extra care to protect fragile items during transit.

Where possible, we use recyclable or environmentally friendly packaging materials.

Delivery Address

Please ensure your delivery address is complete and accurate before placing your order.

We cannot be held responsible for delays or additional costs resulting from incorrect or incomplete delivery information.

If an order is returned to us due to an incorrect address supplied by the customer, the customer will be responsible for any additional shipping costs required to resend the order.

Lost or Delayed Parcels

If your parcel has not arrived within the estimated delivery timeframe, please contact us at alexclaycharacters@gmail.com.

We will work with the delivery provider to investigate the issue.

Please note that parcels are not generally considered lost until the delivery provider's investigation period has passed.

Damaged Parcels

If your order arrives damaged, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please include:

• Your order number.

• Photographs of the damaged item.

• Photographs of the packaging.

• A brief description of the damage.

Where appropriate, we will arrange a replacement or refund in accordance with our Returns & Refund Policy and your rights under the Consumer Rights Act 2015.

Split Shipments

Where an order contains multiple items with different processing times, we may choose to ship the items together once all products are ready, unless otherwise agreed.

Delivery Responsibility

Risk in the goods passes to you when the goods are delivered to the delivery address you provided.

Ownership of the goods transfers to you once full payment has been received.

Contact Us

If you have any questions regarding shipping or your order, please contact us:

Alex Clay Characters

Email: alexclaycharacters@gmail.com

Website: My Store