Shipping policy

Every order is packed by hand in our Tokyo studio and shipped from Japan, with fragile pieces cushioned for a safe journey. And if anything arrives damaged, you're covered by our Refund Policy. Here's exactly how shipping works.

Processing Time

Orders are usually prepared and dispatched within 1–3 business days after payment is confirmed. You'll get an email as soon as your order is on its way.

Shipping Cost

Your shipping is calculated automatically at checkout based on your destination, so you'll see the exact amount before you pay. We don't add any surprise handling or shipping fees afterward. (Import duties set by your country are separate — see below.)

Delivery Time

Estimated delivery times depend on your destination and, where available, are shown on the product page and at checkout. They're estimates only and can be affected by customs clearance, local postal conditions, holidays, or carrier delays.

Tracking

Every order ships with a tracking number, so you can follow your parcel from Japan to your door. If you're ever unsure where it is, just email us and we'll help you check.

Customs, Duties, and Import Taxes

Any customs duties, import taxes, VAT, or similar charges applied by your destination country are the buyer's responsibility and are not included in your order total. We can't control these charges or any delays they cause at customs.

Packaging

Almost every piece arrives in a box, presentation box, or gift-style packaging. Fragile items are wrapped and cushioned with protective materials for safe delivery from Japan — gift-ready when they reach you.

Correct Address

Please double-check that your shipping address is complete and correct before ordering. We can't be responsible for delays or losses caused by an incorrect or incomplete address.

Here to Help

Questions about shipping, timing, or a specific destination? Email support@zen-kiln.com before you order — we're a small Tokyo studio and we reply personally.