Contact Information

If you need help with an order, a return or anything else, please get in touch. Below are our full company details, the ways to reach us, and when you can expect a reply.

Support Hours

Our support team is available Monday to Sunday, 8:00 AM to 4:00 PM MT, seven days a week. Messages sent outside these hours will be answered the next day.

Response Times

We reply to most emails within 12 hours on average. If your message arrives late in the day, it may take a little longer.

What to Include When You Write to Us

To help us answer you on the first reply, please include the following:

Your order number
The full name and email address used at checkout
The item or items your message is about
A short description of the problem or the question
Clear photos, if the item arrived damaged, faulty or incorrect

If an item arrived damaged, faulty or is not what you ordered, please tell us with photos within 48 hours of delivery. If something is missing from your package, please let us know within 7 days of receiving it. Returns must be approved by us before anything is sent back.

Charges on Your Bank Statement

Charges from our store appear on your bank or card statement as Craftedbyclara.com. If you see this on your statement and do not recognise it, it relates to an order placed with us. Please contact us with the date and amount of the charge and we will look it up for you.

We never see or hold your card details. They are entered directly into our payment provider at checkout.

Cancelling an Order

If you need to cancel, please contact us within 1 hour of placing your order. After that, the order may already be in processing and we may not be able to stop it.

Our Policies

Refund Policy: returns, refunds and how long they take
Shipping Policy: delivery times, carriers and where we ship
Privacy Policy: what we collect and how we use it
Terms of Service: the terms that apply when you order from us