Orders & Shopping

How do I place an order?

Browse our collections, select your preferred product, choose any available options, and click Add to Cart. Once you're ready, proceed to checkout, enter your shipping details, and complete your payment through our secure checkout.

Can I change or cancel my order?

If your order has not yet been processed or shipped, we may be able to modify or cancel it. Please contact us as soon as possible at sales@carlosklay.com, and we'll do our best to assist you.

How will I know if my order is confirmed?

After placing your order, you'll receive an order confirmation email with your order number and purchase details. If you don't receive it within a few minutes, please check your spam or junk folder.

Shipping & Delivery

Do you ship internationally?

Yes. Carlosklay proudly ships to selected countries worldwide. Shipping availability, delivery options, and shipping costs are calculated automatically during checkout based on your destination.

How long does delivery take?

Orders are generally processed within 1–3 business days. International delivery usually takes 7–21 business days, although delivery times may vary depending on your country, customs clearance, and local courier services.

Can I track my order?

Yes. Once your order has been dispatched, you'll receive a shipping confirmation email with tracking information whenever tracking is available.

Will I have to pay customs duties or import taxes?

Depending on your country's regulations, your order may be subject to customs duties, import taxes, or other government charges. These fees are determined by your local customs authority and are the responsibility of the customer.

Products

Where are your products made?

Our collections celebrate Sri Lankan creativity and craftsmanship. Many of our products are handcrafted or sourced from talented local artisans and trusted manufacturers, bringing authentic Sri Lankan quality to customers worldwide.

Will handcrafted products look exactly the same?

Because many of our products are handmade, slight variations in colour, texture, pattern, or finish may occur. These natural differences make every piece unique and are part of the beauty of handcrafted products.

Are the product photos accurate?

We do our best to display product colours and details as accurately as possible. However, colours may vary slightly depending on your screen settings and device.

Payments

Which payment methods do you accept?

We accept secure online payments through the payment methods displayed during checkout, including major credit and debit cards.

Is my payment information secure?

Yes. Your payment is processed through secure payment gateways using industry-standard encryption technologies. Carlos Clay does not store your complete payment card details.

Returns & Refunds

Can I return my order?

Eligible products may be returned in accordance with our Return & Refund Policy. Please review our policy for complete details regarding return eligibility, timeframes, and conditions.

What should I do if my order arrives damaged or incorrect?

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Include your order number along with clear photographs of the item and packaging so we can resolve the issue as quickly as possible.

Customer Support

How can I contact Carlosklay?

If you have any questions before or after placing your order, we're here to help. Simply email us at sales@carlosklay.com, and our customer support team will respond as soon as possible.

I couldn't find the answer I was looking for.

We're always happy to help. If your question isn't answered here, please contact us at sales@carlosklay.com, and we'll assist you as quickly as possible.