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 two options: STANDARD or PREMIUM.
When you choose STANDARD, we will ship your order with the best partner for your combination value of the order and destination. Partners may be FedEx Regional Economy, UPS Standard, DPD ...
When you choose PREMIUM, we ship either by DHL EXPRESS or FedEx International Express / Priority.
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 and FedEx apply "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. You can download the complete list here.
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.
STANDARD
Orders are processed in chronological order. The transit time is between 3 and 7 working days.
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.
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.
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.