Last updated: October 2026
Below you will find all the details regarding our return conditions, damaged items, and online order cancellations.
The Return Policy
We operate a 14-day return policy. This means you have up to 14 days after receiving your item to request a return.
- Eligibility criteria: To be eligible for a return, your item must be in the exact same condition that you received it. It must be unused, with all original tags attached, and in its original packaging. You will also need to provide the receipt or proof of purchase.
- How to start a return: Please contact us at info@claycue.be before sending anything back. Items sent back to us without first requesting a return will not be accepted.
- Shipping fees and address: Return shipping fees are to be covered entirely by the customer; we do not provide a free of charge return label. All returns must be sent to the following address:
Groot-Gelmenlaan 161
3800 Sint-Truiden
BELGIUM
- Questions: You can always contact us for any return-related questions at info@claycue.be.
Damages and Issues
We highly recommend inspecting your order immediately upon arrival.
- What to do: Please contact us immediately if the item is defective, damaged, or if you receive the wrong item. This allows us to evaluate the issue promptly and make it right for you.
Exceptions and Non-Returnable Items
Certain types of items cannot be returned or exchanged.
- Custom and personalized goods: Custom products (such as special orders or personalized items) cannot be returned or exchanged. Please get in touch if you have specific questions or concerns about your unique item.
- Sales and gift cards: Unfortunately, we cannot accept returns on sale items or gift cards.
European Union 14-Day Cooling-Off Period
Notwithstanding the terms above, if the merchandise is being shipped into the European Union, you hold the statutory right to cancel or return your order within a specific timeframe.
- Right to cancel: You can cancel or return your order within 14 days, for any reason and without providing a justification.
- Product condition: As stated above, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. The receipt or proof of purchase is also required.
Refunds
We will notify you immediately once we have received and thoroughly inspected your return.
- Approval process: We will let you know whether your refund has been approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days.
- Processing time: Please remember it can also take some time for your bank or credit card company to process and post the refund to your account.
- Follow-up: If more than 15 business days have passed since we approved your return and you haven’t received it, please contact us at info@claycue.be.