Dispatching
We do our very best to dispatch your order as soon as possible.
You see in our shop if the item is in stock or out of stock. This information is not always correct because some customers may order the same item at the same time. In this case, we will send you a personal message to inform you about the delay.
Orders passed during our holidays are dispatched first in, first out. You are informed about holidays by a popup message in our shop.
Pick-up in our shop
You can pickup your order by prior arrangement in our shop during the jewellery workshops. You find the timetable on our website www.createur.lu. You can arrange a pickup out of our regular classes when the total value of the order is higher than 150 EUR.
Shipping costs
We offer the following options: ECONOMY, STANDARD (if available) or PREMIUM.
We ship with different services:
ECONOMY: DPD
PREMIUM: DHL Express
The shipping rate is based on the total amount of your order.
SURCHARGES
Surcharges for some heavy items may apply e.g. for kilns.
DHL Express applies "Remote Area" surcharges to certain destinations. For Germany, Austria, France, Switzerland, and Greece, our system automatically recognizes the applicable postal codes. For shipments to other countries, the surcharge is identified when the shipping label is generated. In such cases, we will reach out to you to settle the additional charges.
Please download the complete file and check if your zipcode is in the list:
DHL Express: PDF
Your country is not listed?
Please contact us if your country is not in the list.
HOW IS THE DELIVERY TIME CALCULATED?
The delivery time is calculated on the basis of two variables:
1. the time to process your order. We will endeavour to process your order within 24 hours (except Sunday or holidays) if the goods you have ordered are in stock. Process time is dependant on factors such as stock availabilty, workload etc.
2. the transit time in other words the time between the moment your order leaves our warehouse and the moment it arrives at your door.
ECONOMY
If your order is not time critical, this may be the best choice. It is the cheapest service. We prepare your order as soon as possible, transit time can be up to 7 days (usually it is shorter).
PREMIUM
PREMIUM orders are processed with priority over STANDARD orders.
The transit time is usually 1 to 2 days (in Europe), depending on the address, the size of the parcel and the time of year.
DELIVERY TO A PARCEL LOCKER
If you want to choose delivery to a parcel locker, please contact us before placing your order. In some cases, you can redirect the parcel once it has been dispatched.
CONTACT THE DELIVERY SERVICE IF YOUR PARCEL HASN'T ARRIVED
The stated delivery times are non-binding standard delivery times in working days (Mon.-Fri.) based on experience. Delivery times may vary for transport to certain areas or destinations. METALCLAY-SHOP.COM cannot be held liable for changes in delivery times.
Delayed delivery
We are closely monitoring your delivery. Replacement shipments are only sent if the carrier officially reports the package as lost or if at least 4 weeks have passed since shipping. This helps us avoid duplicate shipments, saving resources and protecting the environment.
If the package is not delivered within this period, we will of course arrange a replacement shipment immediately.
Shipping big kilns
We want to make sure your new kiln arrives in perfect condition. As parcel services have to handle large quantities of parcels, kilns are treated no differently than the rest. Nobody likes damaged goods, and we always try to make the shopping experience a positive one. For this reason, we only ship large kilns by freight forwarder.
As freight forwarding prices are subject to significant fluctuations, we calculate an average. However, we cannot know in advance where the order is going. Depending on the region and area, there may be significant price differences between our average price and the actual rate. Unfortunately, we cannot always bear this difference. In such cases, we will contact you and inform you that the shipping will be more expensive than originally calculated. You can then still decide whether you want to maintain the order and pay the difference or whether you want to cancel the purchase.
We are sorry, but we don't ship to the United States of America anymore.
Shipping to United Kingdom
If you want to place an order from United Kingdom, please use the forwarding service forward2me.com.
We ship your order to their german warehouse. forward2me will send the parcel to your address in United Kingdom (or any other country). Please check the pricing on their website.
Shipping to Switzerland
Please read our article "Swiss customers".
Returns
Returns should be made within 14 days after you have received the parcel.
Please contact us by mail if you want to return one or more items.
Please read our terms of condition for further details.