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Check out our FAQ below
Check out our FAQ below
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What is the return policy?
Most of Kilnsong’s pieces can be returned for a full refund within 30 days of delivery with proof of purchase. To maintain the highest standards of our artisanal integrity, please note that custom and personalized products, as well as sale items, are final sale and non-refundable.
While we provide complimentary outbound shipping, return shipping costs are the responsibility of the customer. Once your item is received and inspected, returns are processed within 5–7 business days.
What is the exchange policy?
At Kilnsong, we want you to feel complete confidence and harmony with your selection. Most items can be exchanged within 30 days of receipt, provided they are in their original, unworn condition and accompanied by proof of purchase.
How can I track my order?
After you complete your purchase, you will receive an email confirmation with shipping information. You can enter your tracking number click here.
What methods of payment do you accept?
To ensure a seamless and secure shopping experience, Kilnsong accepts all major credit and debit cards, including VISA, MasterCard, American Express, Discover, and JCB, processed securely via Stripe.
For your convenience, we also support Apple Pay and Google Pay for a faster, one-touch checkout. Your financial security is our priority; all transactions are fully encrypted to protect your personal information.
Sales And Promo Codes
Our system allows the usOur system allows the use of only one promo code per order. Unfortunately, we do not offer price adjustments and promo codes cannot be prorated or combined. After your first order, you will receive a promotional discount applicable to your second order, and this code cannot be retroactively applied to the first order.
Will I be charged tax on my order?
No hidden surprises. At Kilnsong, we value your peace of mind. All prices displayed on our website are inclusive of import duties and local taxes (such as VAT for UK orders). We operate on a DDP (Delivered Duty Paid) basis, meaning we handle the customs clearance and pre-pay all standard taxes on your behalf.
Disclaimer: While we cover all standard import duties and taxes, please note that in rare instances, local customs authorities or carriers may impose small administrative “handling fees” or specific regional charges that are beyond our control. However, our global community rarely encounters such fees. If you have any questions during the delivery process, please contact us at info@kilnsong.com.
I would like to change or cancel my order.
You may change or cancel any Kilnsong`s order as long as the order status is “in process.” Once the order status has changed to “shipped,” we can not change or cancel your order as it is now in the hands of our carriers.
What is the cost of shipping?
Complimentary Worldwide Delivery.
We are pleased to offer free standard international shipping on all orders, regardless of destination. Your selection is fully insured and tracked, with all import duties and taxes pre-paid by us. The price you see at checkout is the only price you pay.
When will you ship my order?
Most orders are shipped within 3 business days. Once your order ships, we will notify you via email. Please note that during busy seasons, processing an order can take 5-7 business days.
I didn’t receive an order number. How do I know my order is complete?
Our system sends a confirmation email after you make your purchase and it will include your order number.
If you didn’t receive it, please check your Spam Folder.
If you are concerned that your order didn’t go through, and you haven’t received a confirmation email, please email us at info@kilnsong.com
How long does it take for an order to arrive?
Standard Arrival: 5–15 Business Days.
Processing: Please allow 3 business days (5–7 during peak seasons) for our artisans to prepare your selection.
Shipping:
UK: 5–9 Business Days.
US: 5–12 Business Days.
Rest of the World: 7–15 Business Days.
Note: While we strive for timely delivery, arrival dates are estimates. Delays may occur due to customs clearance, local holidays, extreme weather, or remote destinations.
Will my order be shipped in one package?
To ensure that your items are shipped as quickly as possible, some items may arrive separately.
I received a tracking number but it hasn’t been updated.
Please allow our carriers 2-3 business days after the shipment date to update your tracking info.
Can I update my shipping address?
Yes, before dispatch.
If you need to update your address, please email info@kilnsong.com immediately with your order number. We can only make changes while your order is within processing window.
Disclaimer: Shinya’s is not responsible for lost, delayed, or misdelivered packages due to incorrect or incomplete addresses provided at checkout. If a package is returned to us due to an address error, the customer will be responsible for any additional re-shipping costs.
Do you ship internationally?
Yes, we ship to most regions worldwide.We are proud to share our artisanal creations with a global audience. We currently offer tracked international shipping to the majority of destinations, including the UK, US, Europe, and beyond.Disclaimer: While we strive for global reach, certain remote regions or countries with specific import restrictions may be excluded. If we are unable to fulfill an order to your location, we will notify you and provide a full refund immediately
Can I read your Full Shipping Policy?
You can read it here.
Can I exchange something that I purchased online at a retail location?
Unfortunately, our system requires that all exchanges be made where they were purchased. Please exchange your online purchase by contacting us at info@kilnsong.com and then shipping the item(s) back to us.
The item I received doesn’t look like the picture on the website.
Fire and earth create no two identical treasures. Because we work with handcrafted ceramics and natural kiln transformations, every piece possesses its own unique glaze variations, texture, and color depth. This means your selection is a one-of-a-kind creation, distinct from any other.
We take great care to ensure our photography reflects the true essence and quality of our collection. If you feel the item you received is significantly different or was sent in error, please email a photo to info@kilnsong.com so our artisans can personally verify your order.
My item is broken.
Our pieces are handcrafted with meticulous attention to detail and quality. Due to the delicate nature of artisanal ceramics, breakage can occasionally occur, though it is rare.
Damaged on Arrival or Defective: If your item arrives damaged or proves to be defective, please contact us by sending a photo of the item and your receipt to info@kilnsong.com. We are happy to offer a free replacement within 30 days of purchase.
Accidental Breakage Care: We know how much you cherish your pieces and that accidents happen. If you accidentally drop or break your item within 1 year of purchase, simply email us a photo of the broken piece and your receipt. We will be happy to provide a special promo code for 50% off a replacement of the same item.
What is your Return and Exchange Policy?
30-Day Window: Most Kilnsong pieces can be returned or exchanged within 30 days of delivery.
Exclusions: To maintain our artisanal standards, the following items are Final Sale and cannot be returned or exchanged:
Customized: Engraved pieces or custom-designed ceramics.
Clearance: Any items marked as “Final Sale.”
How long do returns take to process?
Returns are processed within 5-7 business days after being delivered and received. Due to our limited stock, we cannot guarantee replacements or exchanges to 100%. If the item you wish is out of stock you will have the possibility to pick a different item for a replacement. Online purchases may only be returned or exchanged through our customer support team at info@kilnsong.com Return labels will be provided only for damaged or defective products within the policy time. Please note that shipping fees are non-refundable.
How do I return an international order?
Global Logistics. As our fulfillment center is in China, international customers are responsible for return shipping fees and customs duties (unless the item is defective).
Process:
Email info@kilnsong.com with your order number to obtain an RMA.
Securely pack your item in its original condition.
Ship via a trackable carrier. Returns are processed within 5–7 business days of receipt.
Can I put my Kilnsong pieces in the dishwasher or microwave?
While many of our high-fired ceramics are technically dishwasher and microwave safe, we highly recommend gentle hand washing with warm water and a mild sponge. Artisanal glazes and natural textures are delicate; hand washing ensures your piece retains its original luster and longevity.
Will my ceramic cup stain from coffee or tea?
Natural crackles (craquelure) and textured glazes will organically absorb the rich colors of tea or coffee over time. In the Wabi-sabi tradition, this is not a flaw, but a beautiful aging process that records your daily rituals. To minimize uneven staining, simply rinse your cup with warm water immediately after each use rather than leaving liquids to sit overnight.
Can I pour boiling water directly into my ceramic piece?
Artisanal ceramics are sensitive to extreme, sudden temperature changes (thermal shock). To prevent structural cracking, avoid taking a piece directly from a cold environment (like a refrigerator) and pouring boiling water into it. We recommend pre-warming your cup or teapot with warm tap water before filling it with boiling water.
Will the unglazed bottom of the ceramics scratch my table?
We carefully hand-sand the unglazed foot (base) of every Kilnsong piece to ensure it is as smooth as possible. However, due to the natural, earthy texture of the clay, we recommend lifting the piece rather than dragging it across delicate surfaces like wood or glass. Using a coaster or placemat is a wonderful way to protect your furniture while adding a touch of elegance to your ritual.
Why KilnSong?
Hand-Painted Originality
No two pieces are ever the same. Each creation is a one-of-a-kind work of art, hand-painted with care in our studio
Free Worldwide Shipping
We bring artisan ceramics to your doorstep with free shipping on all orders. Beautiful living should have no extra borders
Safe & Secure Shipping
Using professional eco-friendly packaging. If any piece arrives damaged, we’ll replace it immediately at no cost to you
From Etsy with Love
Transitioning from Etsy with a history of 5-star reviews. Still the same artisan spirit and reliable service you can trust
handmade with love and a bit of kiln-fire magic. hope it brings you joy!
Email：info@kionsong.com
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