Frequently Asked Questions

Please note that all claims are handled on case-by-case bases, and insufficient evidence may result in your claim being rejected. Please direct any questions or concerns regarding our Return Policy to [email protected]

1. Pick up orders

In addition to regular shipping, we also offer the possibility to pick up your order at our Al Quoz Studio in Dubai. If you want to do so you can select "pick up at our Dubai office" at checkout. When you select this option we will email you the time options for your pick up

2. Where are we located ?

We are located in the heart of the ceramic district in Al Quoz. Our studio is situated inside of Slab Ceramic studio. You can visit us during the following hours: Tuesday to Sunday - 10 am to 8 pm

3. Are our pieces dishwasher and Microwave safe ?

They are suitable for dishwashers and microwaves. Care should be taken when stacking and washing the ceramics to prevent chipping. Avoid thermal shock from quick changes in temperature from heating and cooling

4. How long does it take to place order for a custom piece ?

It generally takes between 4 to 6 weeks for an order to be complete. However, please take note that we go through periods where we have an influx of custom orders and the lead time may increase

5. Why do each pieces look different ?

The beautiful thing about our vases is that every single piece is completely unique and different from the next. All of our pieces are handmade from start to finish, each piece goes through a very lengthy process to get it to the product you see in front of you. Therefore they may vary in size and shape

How to lodge a damaged goods claim ?

To lodge a damaged goods claim, email [email protected] with the following information: Proof of Purchase OR Order Number Date of Purchase Items damaged  Supporting images of the damaged box and item

Return Policy

Due to the fragile nature of our products and with the planet in mind, Clay de mon Coeur encourages a considered purchase. Please take the time to ensure your Clay de mon Coeur  piece will find a place in your home forever. We offer returns for full-priced items purchased online subject to the following conditions: 

  • The item is returned within 14 days of receiving your order.
  • The item is in original condition, packed in original packaging, and well protected. Clay de mon Coeur  does not accept responsibility for damages incurred in return transit.
  • Return shipping costs are at the customer's expense, and Clay de mon Coeur  cannot be held liable for return parcels that are lost or damaged during return transit. 
  • A Return request is to be authorised by the Clay de mon Coeur  team. A return may not be approved if we believe the pieces have been used for staging or loan purposes.
Return Request

To request a return, please email [email protected] with the below information:

  • Proof of Purchase OR Order Number
  • Date of Purchase
  • Reason for return and any supporting images

Due to the fragile nature of our products, each item is individually packaged to ensure safe transport. Therefore, items returned will incur a re-pack fee of aed 30 per item. Our customer care team will be in touch to approve the return, provide you with a return authorisation number, return shipping label and return shipping instructions

Refunds

A full refund will be provided subject to meeting the Clay de mon Coeur  return policy. Subject to return authorisation, once we receive your return, your refund will be applied via the original payment method minus original and return shipping costs and re-pack fee. Please allow 3-10 business days for the refund to appear on your bank statement.

Pre-Orders

Pre-orders are unable to be cancelled before receiving your order. Products purchased on pre-order are no different to full-priced items. Pre-ordered pieces are eligible for refund, subject to meeting the guidelines in the return policy.

Damaged Items

If an item arrives damaged, please get in touch with [email protected] to submit a damaged goods claim. This claim is to be lodged within 24 hours of receiving the item/s.

How to lodge a damaged goods claim ?

To lodge a damaged goods claim, email [email protected] with the following information:

  • Proof of Purchase OR Order Number
  • Date of Purchase
  • Items damaged 
  • Supporting images of the damaged box and item