What's the best way to reach you about an order?

Please contact us by email at shop.thaiane@gmail.com or via WhatsApp at +351 925 619 355 for any questions or queries. I kindly ask that you do not contact me via Instagram — by email or WhatsApp I can better track and respond to your needs.

How fast do items ship?

For in-stock items, your order will be dispatched within 1–3 working days and should be delivered within 5–10 days from the date of order. Working days do not include Saturdays, Sundays, or bank holidays. Once the package has been sent, it is out of our hands and we cannot control the delivery time. All domestic orders are sent with a tracking code so you can follow your parcel every step of the way.

Do you accept returns or exchanges?

We accept exchanges within 14 days of receiving your order, provided the item has not been used and is in its original condition. For hygiene reasons, we are unable to accept exchanges on items that have been worn.

If your order arrives damaged, we will of course arrange an exchange for you — please contact us immediately with your order number and photos of the damage. We take great care with every package to ensure your jewellery arrives safely, but if something does go wrong, we are here to make it right.

Please note that items are non-refundable outside of the above circumstances. If in doubt, please don't hesitate to get in touch at shop.thaiane@gmail.com.

The colour of my jewellery looks different from the photos. Is that normal?

Colours may vary slightly depending on the device you are using and your screen brightness settings. Light conditions during photography can also affect how colours appear. Although we do our best to keep photos as true to life as possible, there may be a slight variation in the actual piece. Each item is also unique and handmade, so small differences are part of its charm.

My jewellery has some small marks or imperfections. Is this normal?

Yes — this is all part of the character of handmade polymer clay jewellery! Each piece is made by hand, so there may be slight imperfections or small fingerprint marks from the manual handling of the clay. This is completely natural and makes each piece truly unique. Every item is created with care and love, and I do my best to ensure it leaves in the best possible condition.

What metal do you use for earring posts and backs?

We use hypoallergenic stainless steel for all our earring posts and backs.

Are your earrings suitable for sensitive ears?

We use hypoallergenic materials for earring posts and backs to minimise the risk of irritation. However, everyone's skin is different, so if you have known metal allergies, please check the product description for the specific metal used and consult with your doctor if unsure.

How do I care for my jewellery?

Please be gentle with your pieces! Polymer clay can be brittle, so avoid bending or dropping them. Store your jewellery in a clean, dry place away from direct sunlight, heat, oils, and chemicals. Remove earrings before showering, swimming, or applying perfume or hairspray. For a full care guide, visit our Care Guide page.

Do you take custom orders?

We occasionally accept custom orders depending on availability and workload. If you have something special in mind, feel free to send us an email at shop.thaiane@gmail.com and we'll let you know if we can make it happen!

Are the pieces in your shop one-of-a-kind?

Many of our pieces are made in limited quantities and some are truly one-of-a-kind. Because everything is handmade, even pieces from the same collection can have subtle differences — that's what makes each one so special. Once they're gone, they may not come back, so if you love something, don't wait too long!