In Case you're wondering...
FAQs
GENERAL
If I have a question, who do I contact?
You can contact us either on Instagram @claymi.co or via support@claymi.com.au and one of our customer service members will get back to you as soon as possible. Typical response time is within 2 business days.
How are my kits packaged?
The amazing thing about our Claymi kits, is that its an all-in-one DIY kit so you have everything you need to make a Claymi Charm from start to finish! For more information on whats included in the kit, visit our product page and expand the “whats in my box?” banner.
Do you have tutorials?
Each kit comes with a detailed instructions card covering 4 of Claymi’s most popular charms! These instructions teach all the required techniques to create any of our charms by yourself! Think of it as an in-game tutorial, we teach you the basics, the rest is up to you. We didn't want to take away all the fun! If you want some inspo, check out our instagram at @Claymi.co, or our collections page here.
How many people is one kit for?
Lets put it this way - one kit makes at least 6 charms! There is a generous amount of clay so most likely you will have left over clay. We generally believe one kit can keep 1-2 people busy.
Is your kit suitable for children?
Creativity doesn't discriminate! Ingredients are non-toxic and suitable for children. Our recommendation is ages 13 and up. Sharp tools and accessories will require adult supervision.
ORDERS AND PAYMENT
Why was my card declined?
We use a third party card processing system for the security of all parties involved. If your payment was refused, please try again with a different card and check that your bank account and card are working correctly.
Will I get an order confirmation?
You should receive an email confirmation once your order is completed. Please allow 15 minutes to receive this and check your junk/spam folders.
Can I alter or cancel my order?
Once you place your order, it cannot be cancelled or changed. Please double check and make sure everything is correct when clicking the check out button.
How do I make payment?
We accept all major credit and debit cards as well as Shop Pay and PayPal payments.
CLAY
Is a kiln required?
Nope! All our clay is premium air-dry clay that sets and naturally dries when exposed to air. This means you can create your charms from start to finish in the comfort of your own home. Our kits are really as simple and straightforward as it seems!
How long does it take for the clay to set?
You dont want to begin painting until your clay is 100% dry from the inside out. This time may vary depending on environmental conditions the clay is kept at. Generally speaking, we recommend within 24-28 hours for the clay to fully set.
Help! My clay has cracks in it!
Cracks are not uncommon in your clay as it dries. The good thing is, cracks are superrrr easy to fix! Just create some 3:1 ratio of clay:water mixture, and spread the wet clay over the cracks to fill them in. Will look as good as new! Avoid cracks by letting your clay dry naturally.
How long can I store my clay?
To ensure optimal outcomes, we recommend using the clay within 1 month of opening the seal. If the clay becomes dry, rehydrate with water.
Why not foam clay?
Our premium Claymi clay is easier to smooth out rough surfaces, has better finishes and feels better as an end product, rather than a cheap toy.
SHIPPING
How much is shipping?
Standard shipping is free on all orders over $60. For orders under $60, standard shipping is dependent on weight starting from $9.99.
How long is the shipping time?
Delivery time typically varies between 2-8 business days after the order leaves our warehouse.
If your order is substantially delayed feel free to contact us at and our support team will provide an update as soon as possible.
How does shipping and delivery work?
Orders usually ship from our warehouse within 3 business days. During peak season, processing times may be higher. Once your order has shipped, you’ll receive an email with tracking details so you can keep a close eye on your order until it reaches its destination.
Once items are shipped, you can expect your order to arrive within 2 to 8 business days. Standard shipping is free for all orders over $60. We primarily use Australia Post for most domestic deliveries.
*Please note: All shipping timeframes are based on the advertised date of dispatch. Shipping times may deviate from the expected timeframe on certain occasions.
How can I track my order?
Once your order ships you will receive a shipping confirmation that includes your shipping courier tracking number.
Do you offer express shipping?
Currently, we do not offer express shipping. We are looking into providing this option soon!
What should I do if my product was damaged in transit / delivered faulty?
Please email us at support@claymi.com.au within 3 days of receiving your product. Please include photos of the damaged goods and include your order number. Our team will perform an assessment. If approved, we can replace the damaged goods for you.
Help! My order is lost / hasn't been delivered!
Although Australia Post quote us 2-8 business days for standard delivery, they may not always be able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
If your order isn’t delivered within 20 days, please contact us and we can launch an investigation with Australia Post.
*Please note: The investigation outcome timeline can vary from courier to courier. We’ll do our best to help with a timely resolution.
Do you ship outside Australia?
We are a local business focused on the local market in Australia only. We do plan to expand internationally but currently we do not offer that option.
RETURNS
What is the return policy?
Due to the nature of our products, we only accept returns for defective items. If you receive a defective product, we will express ship you a replacement. Please contact us at support@claymi.com.au with details of the defect and your order number. Once received, we will help resolve the issue as soon as possible.
Click Here for our full return policy.
What if my item is faulty?
If the item is deemed faulty or if we are responsible for shipping out an incorrect product, please email us immediately at support@claymi.com.au upon receiving your order along with your order number, so we can assist you in the best possible way.
Still got an unanswered question?
Feel free to reach out to us on support@claymi.com.au and we will respond as soon as we can!