FAQS
Shiping & Return Policy
We ship to more than 50 countries and regions worldwide. You may select your delivery address while browsing products or before checkout. All orders are shipped directly from our ceramic studio in Jingdezhen via trusted international logistics providers. Every parcel is fully insured for the total declared value of the goods.
Our logistics team will select the most suitable shipping method based on item size, weight and your required timeline to ensure safe transit. Please find shipping options and estimated transit times below.
Shipping Methods
Parcel Delivery (Door-to-Door)
Suitable for small individual orders and sample orders. Shipped via international couriers such as DHL or FedEx. Once the courier collects the goods, you will receive a tracking link to monitor the shipment online.
Note: Courier freight covers door-to-door delivery, but it does NOT include destination import duties, VAT or customs clearance fees.
Freight Shipment (Port-to-Port, Buyer Self-Pickup)
For bulk B2B wholesale orders and large, heavy ceramic artworks. Each ceramic piece is individually wrapped with custom EPE foam and packed in heavy-duty 5-layer export kraft cartons. For bulk orders, cartons are stacked on non-fumigated plywood pallets, secured with stretch film and strapping bands for forklift handling. Custom plywood crates are available as a paid upgrade for oversized, irregular or high-value vessels for extra protection.
⚠️ Important Notice (highlighted on page): Wholesale prices marked as including sea freight cover shipment only to the destination port. This is NOT door-to-door delivery. The buyer is fully responsible for destination customs clearance, terminal handling charges, bill of lading fees, storage fees and demurrage charges, and must arrange cargo pickup at the port. We do not provide local last-mile delivery, moving, installation or packaging waste disposal services at the destination. All follow-up operations and any additional fees incurred at the destination shall be borne by the buyer. If the buyer fails to pick up the cargo on time, all resulting port storage fees, demurrage, abandonment disposal charges and return freight will be at the buyer’s cost.
Processing Time
Once your goods are ready for dispatch, please allow up to 5 working days for packing, stock checking and preparation of all export documents. After the carrier collects your goods, the shipping method cannot be changed. We cannot hold, intercept or reschedule shipments after collection.
Remark: Processing time refers to preparation and packing, excluding sea or air transit time. We will notify you in advance if there are delays caused by large order volume, custom production or material shortages.
Average Transit Time
Transit time starts from the date the carrier collects the goods, excluding the above processing period. Times are for reference only. Delays caused by customs inspection, port strikes, severe weather, limited shipping space or airline schedule changes shall not constitute our breach of contract.
| Shipping Method | EU | UK | USA | Australia | Asia | MEA |
|---|---|---|---|---|---|---|
| Standard Parcel Delivery | 3–5 | 4–6 | 6–9 | 6–11 | 6–9 | 6–9 |
| Priority Parcel Delivery | 1–3 | 1–3 | 2–5 | 3–5 | 3–5 | 3–5 |
| Standard Freight Shipment (Sea to Port) | 28–40 | 30–42 | 32–45 | 30–42 | 18–30 | 32–42 |
| Priority Freight Shipment (Air to Port) | 4–8 | 5–10 | 8–12 | 10–15 | 8–14 | 8–12 |
Customs, Surcharges & Declaration Rules
- Import duties, VAT, customs clearance fees and inspection fees are the buyer’s responsibility. We will provide a commercial invoice for customs declaration based on the amount confirmed by both parties.
- It is the buyer’s obligation to verify import regulations, access requirements and certification rules of their country. Any detention, seizure or fines resulting from incorrect buyer declaration, restricted product status or missing local certificates shall be the buyer’s liability.
- Quoted sea freight covers basic ocean freight only. It excludes carrier surcharges such as bunker adjustment factor, peak season surcharges and currency adjustment factor.
Natural Variations of Handmade Products
All vessels are hand-thrown and high-temperature fired art ceramics from Jingdezhen. Natural subtle variations in glaze tone, hand-painted strokes, texture, shape and size are expected, and each piece is unique. Dimensional tolerance of ±1–2 cm is acceptable. Minor glaze shifts, tiny pinholes and natural glaze flow marks are inherent features of hand-fired pottery and shall NOT be regarded as defects. Claims, returns or payment deductions based on such natural variations will not be accepted. We highly recommend placing a sample order first to confirm color, texture, craftsmanship and dimensions before bulk production.
Inspection & Receipt Guidelines
- Please inspect the cargo on-site upon arrival at the port or courier delivery. If damage is found, clearly note the damage on the delivery receipt or bill of lading, and keep all original packaging (carton, EPE foam, pallet). Do not discard packaging materials, as they are required for insurance claims.
- Damage reports submitted after the cargo has been signed for and removed from the port or courier depot cannot be filed with the logistics provider or insurer, and we reserve the right to reject such claims.
Return & Refund Policy
B2B Bulk Orders
Bulk wholesale orders are non-returnable without valid grounds. Claims will only be accepted in two scenarios: (1) breakage during transit; (2) goods differ materially from the pre-approved sample or PI agreement. Custom ceramics made according to the buyer’s specifications, including custom color, size and logo engraving, cannot be returned or rejected under any circumstances.
Retail / Sample Orders
A return request may be submitted within the agreed period for retail and sample orders. Custom items are non-returnable. All returns must be shipped back in the original packaging. Return shipping fees and any import duties incurred are borne by the buyer. No restocking fee applies. Once goods are received at our studio and verified in original condition, we will process the refund to the original payment method within 5 working days.
Damage Claim Process & Settlement Terms
- All damage claims must be submitted within 48 hours of receipt. Claims received after this window will not be accepted.
- Complete documentation is mandatory: order number, clear photos and videos of damaged items, full outer carton, all internal packing materials, tracking slip or bill of lading.
- Settlement options (to be selected by us): send a replacement piece, issue a partial refund for the damaged value, or credit the amount to your next order. Unilateral deduction from payment by the buyer is not permitted.
- Maximum compensation is limited to the value of the damaged goods. We are not liable for any indirect losses such as project penalties, labor costs or compensation to your clients.
Order Cancellation & Modification
- For in-stock items: cancellation may be negotiated before packing and dispatch. Once packed and collected by the carrier, the order cannot be cancelled.
- For custom orders: once the 50% deposit is received and production starts, the order cannot be cancelled, and changes to size or color are not allowed. The deposit is non-refundable.
- If the buyer rejects the cargo or abandons the shipment without valid reason, all incurred logistics and customs declaration fees are payable by the buyer, and the remaining balance must still be settled.
Force Majeure
We shall not be liable for any losses caused by events beyond reasonable control, including war, port strikes, changes in customs policy, natural disasters, pandemic, flight/vessel suspension and international sanctions. We will inform you promptly and negotiate rescheduling or order cancellation.
Payment Terms (aligned with Wholesale Policy)
Bank T/T transfer is the only accepted payment method for wholesale orders. A 50% deposit confirms your order and triggers production. The remaining 50% balance must be paid before shipment. Goods will only be released after full payment is received. Quotations are valid as stated on the Proforma Invoice. Prices are subject to adjustment due to raw material and logistics cost fluctuations.