Refund policy

Last updated: 08.08.2026

Thank you for shopping with Cute Clay by Lemon Lady! Every item is handcrafted, which means small variations in colour, shape, and finish are part of the charm (literally) — not a defect. This policy explains how returns, exchanges, and refunds work for our handmade polymer clay pieces.

1. Our Promise

We want you to love your order. If something arrives damaged, defective, or isn't what you ordered, we'll make it right with a replacement, exchange, or refund.

2. Return Window

You have 14 days from the date your order is delivered to request a return or exchange. After 14 days, we're unable to offer a refund or exchange.

To be eligible for a return:

The item must be unused, unworn, and in its original condition
The item must be in its original packaging
You must provide your order number and name

3. Non-Returnable Items

Because our pieces are handmade and often made in small batches or as one-of-a-kind designs, the following are final sale and cannot be returned or exchanged:

Custom or personalized charms (made to your specifications, initials, colors, etc.)
Earrings, for hygiene reasons, unless they arrive damaged or defective
Items marked "final sale," clearance, or discounted at checkout
Gift cards

4. Damaged, Defective, or Incorrect Items

Handmade polymer clay is durable but not indestructible, and items can occasionally be damaged in transit. If your item arrives broken, defective, or isn't what you ordered:

Contact us within 48 hours of delivery at support@cuteclaybylemonlady.com
Include your order number and clear photos of the damaged item and packaging
We'll send a free replacement, or a full refund, whichever you prefer — no need to return the damaged piece unless we ask

5. How to Start a Return

Email support@cuteclaybylemonlady.com with your order number and the reason for the return
We'll confirm whether your item is eligible and send you the return address
Pack the item securely (charms are delicate — please use padding) and ship it back
Once we receive and inspect the item, we'll notify you of the approval status of your refund

Return shipping costs are the buyer's responsibility, unless the return is due to our error (wrong or defective item). Shipping costs on the original order are non-refundable.

We recommend using a trackable shipping service, as we can't guarantee we'll receive your returned item.

6. Refunds

Once your return is received and inspected, we'll email you to confirm approval.

Approved refunds are issued to your original payment method within 5–10 business days
Depending on your bank or card provider, it may take additional time for the refund to appear on your statement
Original shipping fees are non-refundable

7. Exchanges

Want a different design, color, or size instead of a refund? Let us know when you request your return, and we'll swap it out as soon as we receive the original item back (subject to availability, since many designs are made in limited quantities).

8. Late or Missing Refunds

If you haven't received your refund after 10 business days:

Check your bank account again
Contact your credit card company — it may take time before the refund is officially posted
Contact your bank, as processing can add extra time
Still nothing? Email us at support@cuteclaybylemonlady.com and we'll look into it

9. Order Cancellations

If you need to cancel or change an order, contact us at support@cuteclaybylemonlady.com as soon as possible. We can only cancel or modify orders within 3 hours of purchase, since many charms are handmade to order and go into production quickly after that.