The small print
Back up the trail
Changing your mind, and who to talk to when you do.
Who handles it
The retailer you bought from. We are a catalogue, not a shop, so a return starts in the account where the order lives and follows whatever window and process that retailer publishes. They are usually generous and they are always faster than asking us.
Before you send clay back
Two things are worth trying first, because both of the complaints we hear most are fixable. Clay that feels too wet and sticky out of the bag usually behaves after a few minutes of kneading on a dry surface; this is a batch-to-batch variation and not a fault. Clay that feels too firm revives with wet hands, as described in our field notes.
When it genuinely is faulty
A broken brick, a split bag or a kit that is missing its tools is a real defect and worth reporting straight away. Photograph it before anything is unpacked further, because that is what makes the conversation short. Reviewers of our block sets mention the occasional mis-molded piece in a box of two hundred and fifty, and that is exactly the case the retailer's process exists for.
What we can do
Tell you what should have been in the box, which is more useful than it sounds. If you write to us with the item and the problem, we will confirm the correct contents, the piece count and the expected texture, so you can state plainly what is wrong. We will also fix our page if our description was the thing that misled you.