Clayven™ ✦ CUSTOMER CARE
Frequently Asked Questions.
Thoughtful answers for choosing a candle light, placing an order, and caring for it after delivery.
Every detail,
considered.
Explore answers about the Clayven™ collection and the steps from checkout to delivery. Individual product listings and the total shown at checkout provide the details for the item and order you select.
For help with an existing purchase, have your order number ready when you contact customer support.
About the
candle lights.
What is the Vesper Series?
Vesper is Clayven™’s candle light collection, designed around warm light and intimate evening settings. Each model has its own form and product details. The relevant product page identifies what is offered in the item you choose.
What is included with a candle light?
Package contents can differ by model. Please read the individual product description and the contents shown on that page before checkout. Styling objects visible in photographs are not included unless the listing specifically says so.
Do the products need a candle or an electrical connection?
Please follow the power source, compatible candle type, and operating directions listed for the specific product. Do not assume that instructions for one Vesper model apply to another.
Why might the light look different from the photographs?
Screen settings, room lighting, surrounding surfaces, and camera exposure can change how a warm glow or metallic finish appears. The product photographs illustrate the design; the written listing provides the specifications for the item sold.
Before and after
checkout.
How do I know whether my order went through?
A completed checkout generates an order confirmation using the email address entered for the order. If you cannot find it, check your spam folder and then contact customer support with your name, approximate order time, and the email used at checkout.
Can I change or cancel my order?
Contact service@clayven.com promptly with the order number and the change requested. Whether a change or cancellation is possible depends on the order’s current processing stage. If it has already entered fulfillment, we will explain the available next step.
Can I change my delivery address?
Send the order number and corrected address to customer support as soon as you notice the error. Address changes cannot always be applied after fulfillment or carrier handoff. We will check the order status and respond accordingly.
Can I order more than one item together?
You can add available items to the same cart and review the combined order at checkout. Any shipping charge and total for that order are displayed before you submit payment.
Amounts and
payment status.
Which payment methods do you accept?
The available payment methods are shown at checkout and can vary by destination, currency, or payment provider. Choose from the options displayed for your order.
Is a pending bank charge a completed payment?
Not necessarily. A pending amount can be a temporary authorization rather than a captured charge. Check the order confirmation and payment status. If you are unsure, contact us with the order details before placing another order.
How are shipping charges and taxes calculated?
The checkout presents the applicable shipping charge, taxes, discounts, and order total before payment. Review the final amount and currency there before confirming the purchase.
What if I think I was charged twice?
Check whether you have two order confirmations and whether either bank entry is still pending. Send customer support the order numbers, dates, amounts, and redacted statement entries. Never email a complete card number, security code, or one-time verification code.
From checkout
to your door.
Where do you deliver?
Enter your delivery address at checkout to see whether shipping is available for that destination. The shipping options and charges offered for your particular order appear before you pay.
When will my order arrive?
Review the timing shown at checkout, in the order communication, and in the Shipping Policy applicable to your purchase. Carrier transit can depend on destination and the selected service. A carrier tracking update, when available, shows the shipment’s latest status.
How do I track an order?
If tracking is available for your shipment, its details are provided through the shipping confirmation or subsequent order communication. If you cannot locate an update, contact support with your order number.
What if my package is marked delivered but I do not have it?
Check the delivery location, household members, and any carrier notice first. Then contact customer support with the order number and tracking information so we can review the shipment and advise on the next step.
Help after
delivery.
What if an item arrives damaged or incorrect?
Contact service@clayven.com with the order number, a description of the issue, and clear photographs of the item and packaging. Keep the packaging while the issue is reviewed. The Return & Refund Policy explains the applicable process and your legal rights remain in effect.
How do I request a return or refund?
Email customer support with the order number and reason for the request. Read the Return & Refund Policy for the procedure that applies. Do not send an item to the business address without return instructions from support.
How should I use and care for my product?
Follow the product-specific instructions and safety information included with the item or shown on its listing. Keep the light away from flammable materials and unstable surfaces. If a product uses an open flame, never leave a burning candle unattended and allow it to cool before handling.
Where can I ask a question not covered here?
Contact Clayven™ at service@clayven.com or +86 186-8392-4102. Customer service hours are 8:00 AM – 10:00 PM daily. Include your order number when the question concerns a purchase.