Refund policy
Made to order
Every Terra Clava piece is produced after you order it. Nothing is picked from a shelf, so we are not able to accept a return simply because you changed your mind or chose the wrong size. Full measurements for every garment and every size are on the size guide. Please check them before ordering.
Cancelling an order
You can cancel for a full refund at any point before your order enters production. Production usually begins within 24 hours of ordering, so contact us as soon as possible with your order number.
Once production has started the garment is already being made for you and the order can no longer be cancelled or changed.
Damaged, defective or incorrect items
If your order arrives damaged, faulty, printed incorrectly, or is not the item you ordered, we will replace it or refund it. That is not conditional on how you feel about the fit.
Contact us within 14 days of delivery with:
- your order number
- clear photographs or a short video showing the problem
Once we have confirmed the issue we will reprint the piece or refund it, whichever you prefer. You do not need to ship the item back to us unless we ask you to.
Orders that do not arrive
Delivery is confirmed when the carrier's tracking marks the parcel as delivered. If tracking shows your order has not arrived and the delivery address was correct, contact us and we will reprint it or refund it.
Incorrect delivery addresses
Please check your address at checkout. If an order is undeliverable because the address given was wrong or incomplete, any redelivery cost falls to you, and if the parcel is lost as a result we are not able to refund it.
Refused or unclaimed parcels
Orders refused at delivery, or left unclaimed and returned by the carrier, cannot be refunded.
Exchanges
We do not run exchanges. Because each piece is made individually, the fastest route to a different size or colour is a new order.
How refunds are paid
Approved refunds go back to the original payment method. Depending on your bank it can take up to 10 business days to appear after we process it. If it has not arrived within 15 business days of us confirming the refund, email us and we will chase it.
Contact
info@terraclava.com. Include your order number and we will come back to you.