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Have a question? Well, we’ve got some answers.

What is Claysphere?

Claysphere is is an online marketplace and a one-of-a-kind community where people come together to make, sell, buy, and collect unique items. The creative people selling the things they love. Buy directly from someone who put their heart and soul into making something special. We make the whole process easy, helping you connect directly with makers to find something extraordinary. And if you ever need assistance, we are always ready to step in for support.

Who are the sellers of Claysphere?

Each shop on Claysphere is independent. Shop owners (or “sellers”) are independent micro-businesses who create or curate their own inventory and manage their own orders. If you have questions about an item you’re interested in or a recent purchase, the seller is the best person to ask.

If you have trouble with your account or order—your purchase wasn't received or isn’t as described—you might consider contacting us at Support@claysphere.com. Your friends at claysphere are available and their ears are primed and waiting to hear from you.

How to contact a shop before buying?

To contact a shop about a product, on the product page click ASK QUESTION button and type your question into the textbox. To check the status of your order, select the Contact Seller option on the shop home page and type your question into the textbox. Click Submit, the seller will be notified of the new message and can respond to you directly.

Please be reminded that you aren’t already signed in to your Claysphere account, you may be prompted to sign in.

If you have trouble with your order—your purchase wasn't received or isn’t as described—you might consider contacting us at Support@claysphere.com. Your friends at claysphere are available and their ears are primed and waiting to hear from you.

What do I do if the seller is not responding?

If you contacted the seller about an order, and the seller hasn’t responded in a reasonable amount of time, Claysphere Support can help with the problems & questions. To contact us, write to support@claysphere.com.

How to get help before I order?

Not ready to complete your purchase? We’d love to help! 

Ask the seller

For questions about items or shipping, contact the seller:

  1. On a listing page, click ASK QUESTION beside the listing title.
  2. If you aren’t already signed in to your Claysphere account, you’ll be prompted to sign in.
  3. Type your question into the textbox.
  4. Click Send. The seller will be notified of the new conversation and can respond.
  5. You can see the response from the seller in the buyer-seller communication history in dashboard

Ask Claysphere

Have an issue that the seller can't help you with? Contact Claysphere Support at support@claysphere.comWe will address your concerns at the earliest. 

What is the processing time for an item?

The processing time is the length of time the shop needs to get an order ready to ship, or the length of time between when you place an order and when the shop ships your order. If an order is custom, the processing time will include the time it takes to create the custom item.

Sellers can set the processing times for items in their shop. The processing time can vary from item to item within one shop.

You can find the processing time for an item on the item’s listing page:

  1. Click an item you’re interested in on Claysphere.com.
  2. On the listing page, you’ll see either:
  • Ready to ship in: This shows the processing time for the item.

  • Estimated delivery date: The date range when you can expect this order to arrive.

For extended support, you can write to us at support@claysphere.com

Is it safe to use my credit/debit card on Claysphere?

All Credit/Debit card details remain confidential and private. Claysphere and our trusted payment gateways use SSL encryption technology to protect your card information and keeps your transaction details confidential at all times.

Claysphere does not collect or store your account information at all. Your transaction is authorized at multiple points, first by our trusted payment gateways and subsequently by Visa/MasterCard/Amex/JCB secure directly without any information passing through us.

Purchasing

Is it necessary to have an account to shop on Claysphere?

Not really, you can shop on Claysphere by providing just your email ID. While it is not necessary to have an account to shop for and purchase items, it is recommended that you create one. By creating your own account, you can enjoy a personalized shopping experience, quicker checkout and can easily manage your orders as well.

Can I customise the products?

Most creative sellers of Claypshere provide customisation for their products on request. This customisation purely depends on the seller and on the availability of materials and the time required for the work. Please contact the seller directly clicking ASK QUESTION on the product page and type your question into the textbox. Click Submit, then the seller will be notified of the new message and can respond to you directly.

How to request a personalized or custom item?

Many creators on Claysphere offer personalized or custom, made-to-order items. You can request a personalized or custom item from the product page on claysphere.com.

How to request a custom item

To request a custom item, you’ll need an account on Claysphere. If an item want be personalized, you’ll have to contact the shop to see if the seller offers custom items unless it is mentioned in the product description.

To personalize an item:

  1. On claysphere.com, open the product page that you want to buy.
  2. Click on the ASK QUESTION button to contact the seller.
  3. Fill out the requested information into the textbox. Click Submit, the seller will be notified of the new message and can respond to you directly. Please don’t forget to mention the personalisation required for the item.

Here are some suggestions on how to best convey what you're looking for:

  • > Add an image to help illustrate what you’re looking for.
  • > Ask how much the custom piece will cost depending on time, materials, or other details.
  • > Discuss the length of time it will take to make the item.
  • > Add a “needed by” date if you require the item by a particular time.
  • > Discuss the specifics of your request with your seller to make sure you both know what will be created.

After you send a request, you’ll see the message on your Buyer seller communication history. Check the communication folder for updates from the seller regarding the custom request.

If the seller can create the item, they may create a private custom order for you. You’ll be notified via email and Messages, so that you can place the order for the customised item. This way, the seller has a record of the transaction, and you have a safe and secure way to pay for the customised item.

Can I order a product that is 'Out of Stock'?

Unfortunately, products listed as 'Out of Stock' are not available for sale. Please contact the shop so that they can intimate you when the item stock up again for sale. To contact the shop, select the Contact Seller option on the shop home page and type your question into the textbox. Click Submit, then the seller will be notified of the new message and can respond to you directly.

How do I pay for a purchase?

Claysphere offers you multiple payment methods. Whatever your online mode of payment, you can rest assured that Claysphere's trusted payment gateway partners use secure encryption technology to keep your transaction details confidential at all times.

You may use Internet Banking, Debit Card, Credit Card and Cash on Delivery to make your purchase. We also accept payments made using Visa, MasterCard, American Express and JCB credit/debit cards.

Orders & Returns

How do I know my order has been confirmed?

Once you place your order, we confirm receipt of the order and start processing it with the seller of the product. You will receive an email containing the details of your order. In this email, you will be provided with a unique Order ID listing the item(s) you have ordered. You will also be notified when the product(s) are shipped to you. Shipping details will be provided with the respective tracking number(s).

What does the different order status mean?

  • Order confirmed: We have received authorization from the payment gateway and your order is confirmed for processing.
  • Processing Order: Your order is getting ready to be shipped to you.
  • In Transit: Your order has been shipped out from us and is on its way to your delivery location.
  • Partially shipped: Sometimes when you have ordered multiple items from different shops, we may have to ship them separately.
  • Delivered: Your order has been delivered to your specified delivery location.
  • Order Cancelled: The order has been cancelled.

How to get a refund for an order?

If you’re unsatisfied with an order, or if your order hasn’t arrived, or the items aren’t as they were described on Claysphere, you may be able to request a refund for your order depending on the shop’s policies. To request a refund, you'll need to place a return/exchange request from your registered account.

For extended support, write to Claysphere support at support@claysphere.com

How to cancel an order?

All items on claysphere are sold by independent sellers. Each seller has their own set of policies that you can find on their shop homepage. Check the shop’s homepage to see their cancellation policy.

To cancel a purchase on Claysphere:

  1. Sign in to Claysphere.com.
  2. Click the Your Account icon.
  3. Find the order you want to cancel. 

Or

  1. Click Contact Seller at the shop home page to contact the shop.
  2. Request the seller to cancel the order and click Send. 

Claysphere can help with other problems or questions. To contact Claysphere Support, write to us at support@claysphere.com.

What do I do if I didn’t receive my order?

Items on Claysphere include processing times that the sellers set to let you know how soon they can ship an order. Check the processing time or estimated delivery date in the product page description to know when the item should have been shipped.

If you haven’t received your order, you should check if the shop shipped your order yet. To check if your order was shipped, contact the same shop from which you bought the items. Click on the Contact Seller button on the shop home page and type your question into the textbox. Click Submit, the seller will be notified of the new message and can respond to you directly. Please don’t forget to mention the order details clearly.

If your item is Shipped, you will get the notification by mail with the tracking information. Tracking information is provided by the shipping carrier and usually provides updates on where your order is in transit.

Claysphere can help with other problems or questions. To contact Claysphere Support, write to support@claysphere.com.

Shipping

How to track my Claysphere order?

You can check the shipping status of your order on Claysphere.com. If the seller added tracking information, you can track where your order has reached. To track your purchase:

  1. Sign in to Claysphere.com.
  2. Click the Your Account icon.
  3. Click on My Orders.
  4. Find your order. 
  5. You’ll see the shipping status to the right of your order:
  • Track package: If the seller added a tracking number, you’ll see Track Number. Click on the Tracking Number to see more tracking updates. You may need the email id and order number to track your shipment.

You can also see shipping information in the shipping notification emails for your order. Click Track Shipment in the email notification to view the status of your delivery.

Why wasn't tracking information provided for my order?

Not all shipping methods include tracking information. You can contact the shop to see if they have tracking information for your order.

If you have any questions for your seller, contact them directly by clicking Contact Seller in the shop home page. Mention order ID that is the order confirmation ID that was emailed to you after purchase.

How can I change a wrong shipping address on an order?

If you moved and forgot to update your Claysphere account, or you misspelt the address to send a gift to, don’t worry! You can change to the correct address for your order before it’s shipped.

  • Change the shipping address after you placed an order

My order is Not Shipped yet

If you placed an order with an incorrect shipping address, first check that your order hasn’t shipped yet. If your item is Not Shipped yet, you can contact the shop to update your address on the order or cancel your order. You can then re-order the items with the correct shipping address.

My order was already Shipped

If your item is Shipped, check the seller’s policies to see if they are able to offer a replacement or refund. Each seller has their own policies that are on their shop homepage. Contact the shop to request a replacement or refund.

  • Change the shipping address to a different country

If you need the shipping address on your order changed to a one in a different country, you’ll have to cancel your order and place it again with your new address.

How about purchasing and shipping internationally?

Each seller on claysphere determines their own shipping methods, and each shop has different options for shipping around the world.

Determining where a shop ship to

  • Check the seller's shipping policies section near the bottom of the shop's home page for shipping options and the countries they ship to. 
If you don't see your option, you may also want to contact the seller using Claysphere buyer-seller messaging system. To contact a shop. Click on the Contact Seller button on the shop home page and type your question into the textbox. Click Submit, the seller will be notified of the new message and can respond to you directly. Please don’t forget to mention the country you want the items to get shipped
For extended support, Claysphere can help with other problems or questions. To contact us, write to support@claysphere.com.

Why is the COD option not offered in my location?

We are providing COD feature for all the shops but the availability of Cash on Delivery depends on the ability of our courier partner servicing your location to accept cash as payment at the time of delivery.

Some courier partners may have limits on the cash amount payable on delivery depending on the destination and your order value might have exceeded this limit.