Shipping policy

Shipping & Delivery

1.1 Standard Product Shipping

For in-stock products, we typically dispatch orders within 2–4 business days after payment is confirmed.

Depending on product availability and your delivery destination, orders may be shipped from one of our international fulfillment locations using the most efficient available logistics route.

For most destinations, delivery generally takes approximately 5–10 business days after dispatch. Delivery to remote areas may require additional time.

Actual delivery times may vary depending on the destination, customs clearance, local courier operations, public holidays, weather conditions, and other circumstances outside our control.

Please refer to the product page or shipping information shown at checkout for any product-specific delivery estimates.

1.2 Made-to-Order or Special-Request Products

Some Echo Kiln pieces are handcrafted in small batches or prepared specifically after an order is placed.

For made-to-order, personalized, or special-request products, the estimated preparation and delivery time may vary depending on the item and the nature of the request.

Where applicable, estimated production or preparation times will be shown on the product page or confirmed by our team.

If you have any questions before ordering, please contact us at [email protected].

1.3 Warehouse Location and Delivery Times

Our products may be stored and dispatched from different fulfillment locations depending on inventory availability and destination.

For certain orders, additional delivery time may be required due to customs clearance, geographical distance, local delivery conditions, or transportation arrangements.

Where a specific estimated delivery time applies to an item, please refer to the relevant product page for details.

1.4 Split Shipments

If your order contains multiple items, they may occasionally be shipped separately due to differences in stock location, preparation time, or logistics arrangements.

If your order is divided into multiple shipments, you may receive separate tracking information for each package.

1.5 Shipping Promotions

From time to time, Echo Kiln may offer free shipping or other shipping promotions.

Any applicable promotion and its terms will be clearly displayed on our website. Shipping charges, if any, will be based on the offer available at the time your order is placed.

If you experience any issues while placing an order, please contact us at [email protected].

Returns

We offer a 30-day return policy. You have 30 days from the date you receive your order to request a return.

To be eligible for a return, the item must be in its original, unused condition and returned with all original packaging and accessories.

For teaware, this means the item must not have been used for brewing, drinking, or food preparation and must not show signs of use, washing, staining, or damage.

A receipt or proof of purchase is also required.

To request a return, please email [email protected] within 30 days of receiving your order and include:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photos of the item where appropriate

We will review your request and provide further instructions.

Return requests submitted more than 30 days after delivery will not be accepted.

Non-Returnable Items

The following items cannot be returned:

  • Personalized or custom-made products

  • Made-to-order items specifically produced or modified for you, where stated on the product page

  • Items that have been used, washed, stained, damaged, or otherwise altered after delivery

  • Gift cards, if applicable

Because many Echo Kiln pieces are handcrafted, slight variations in shape, glaze, texture, color, brushwork, firing marks, or dimensions may naturally occur.

These characteristics are part of the handmade process and are not considered product defects.

If you request a cancellation before your order has been shipped, any shipping fee paid may also be refunded.

Once an order has been dispatched, the original shipping fee is non-refundable. This does not affect orders that qualified for free shipping.

Approved refunds will be returned to the original payment method.

If customs duties, taxes, or clearance fees are incurred when returning an item, these costs are the responsibility of the customer. If such charges are paid by us in order to receive the return, the amount may be deducted from your refund.

Tax and customs requirements vary by country. We recommend checking with your chosen return carrier or local customs authority before sending the parcel.

If your return request is approved, we will provide return instructions and, where applicable, return shipping information.

Items returned without prior authorization may not be accepted or refunded.

Exchanges

To request an exchange, please contact [email protected] within 30 days of receiving your order.

Please include your order number, the item you wish to exchange, and the reason for the exchange.

Exchange requests submitted more than 30 days after delivery will not be processed.

Exchange Conditions

To qualify for an exchange:

  • The item must be unused and in its original, saleable condition.

  • The item must be returned with its original packaging and accessories.

  • Teaware must not have been used, washed, stained, or damaged.

  • Personalized or custom-made products cannot be exchanged.

  • Made-to-order products may not be eligible for exchange where stated on the product page.

Unless the item is defective or we sent the wrong product, you are responsible for the return shipping cost.

Once the returned item has been received and inspected, we will arrange shipment of the approved replacement item.

Damaged or Defective Products

Every Echo Kiln item is carefully inspected and securely packed before shipment.

Because ceramic and glass products can be fragile during international transportation, we recommend inspecting your order as soon as it arrives.

If an item arrives broken, damaged, or with a manufacturing defect, please contact [email protected] within 24 hours of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photos of the damaged or defective item

  • A photo showing the entire product

  • Photos of the outer shipping box

  • Photos of the internal protective packaging

Please keep the damaged item and all original packaging until we have reviewed your claim, as this information may be required for verification with the shipping carrier.

Claims submitted more than 24 hours after delivery may not be accepted.

Handmade Characteristics

Echo Kiln works with handcrafted ceramics and traditional production techniques.

As a result, individual pieces may naturally vary slightly in:

  • Glaze color and distribution

  • Surface texture

  • Shape and dimensions

  • Brushwork or decorative details

  • Firing marks

  • Small glaze spots, pinholes, iron spots, or other characteristics created during firing

These variations are part of the character of handmade ceramics and do not normally constitute defects.

If you are unsure whether something is a natural handmade characteristic or a product issue, please send us a photo at [email protected] and we will be happy to review it.

Undelivered or Returned Packages

If a package is returned to us because:

  • No one was available to receive the delivery

  • The recipient did not collect the package within the carrier's required timeframe

  • The courier was unable to complete delivery

  • The shipping address provided was incorrect or incomplete

  • The recipient refused the package

we will review the order once the returned parcel has been received by us.

Where a refund is applicable, we will refund the product value only.

Original shipping fees are non-refundable.

If you would still like to receive the products, a new order may need to be placed.

Any additional shipping, customs, handling, or return costs incurred as a result of an unsuccessful delivery may also be deducted from the refundable amount where applicable.

Duties & Taxes

For most international orders, our prices include applicable sales taxes and import duties, so you should not normally be required to pay additional customs charges when your package arrives.

In short, for eligible destinations, your order is delivered fully cleared and duty-paid.

However, for destinations with stricter or more complex import regulations, including but not limited to:

Russia, Ukraine, India, Brazil, Chile, Peru, South Africa, Thailand, Israel, and certain Middle Eastern countries or regions,

you may be required to pay local import duties, taxes, customs fees, or other charges and complete customs clearance procedures yourself.

In these cases, Echo Kiln does not collect or control these charges and cannot predict the amount that may be assessed by your local customs authority.

By placing an order for delivery to a destination where duties and taxes are not included, you acknowledge that:

  • Any applicable import duties, taxes, or customs fees are your responsibility.

  • You may be required to provide information or documentation to local customs authorities or shipping carriers.

  • You are responsible for cooperating with the customs clearance process where required.

Important Notice

If a shipment is delayed, returned, abandoned, or destroyed because the recipient fails to pay applicable duties or taxes, provide required customs information, or complete the customs clearance process, a refund may not be available.

Please make sure you understand your country's import requirements before placing an order.

If you are unsure whether duties and taxes are included for your destination, please contact us before ordering at [email protected].