FAQs

We ship from Japan to the United States, Canada, Australia, New Zealand, Hong Kong SAR, Singapore, Thailand, Qatar, France and the Netherlands.

Available shipping options and charges are confirmed at checkout. See our shipping policy for details.

Orders ship from Japan, usually within 1–3 business days. After dispatch, delivery to Singapore usually takes 3–5 calendar days; other destinations usually take 6–14 days. Customs clearance and exceptional carrier delays cannot be predicted. Check our shipping policy, or contact us before ordering for a specific gift date.

For orders to the United States, France and the Netherlands, duties and import taxes are prepaid by us (DDP) — nothing to pay on delivery.

For other destinations, import duties, taxes or clearance charges may apply under local rules and are payable by the recipient. See our shipping policy.

We email your tracking information when your order ships. Use the link in that email to follow the delivery. If you cannot find it or need help with an update, contact us with your order number.

Contact us with your order number, a short description and clear photos of the item and its packaging. Do not send it back until we have confirmed the return instructions.

After reviewing the issue, we will offer an appropriate solution: a replacement, partial refund or full refund. For damaged, defective or not-as-described items, ZenKiln covers reasonable return or replacement costs where applicable. See our refund policy.

Under our 30-day commercial policy, for an eligible return or exchange, contact us within 30 days of delivery. Include your order number and reason, and wait for our return instructions before sending anything back.

Commercial returns must be in their original condition and packaging. The buyer pays commercial return shipping and is responsible for any loss in value if the item is not returned in its original condition.

Custom, personalized, final-sale and clearly marked non-returnable items are excluded from commercial returns unless damaged, defective or not as described. See the refund policy for the full conditions, including your statutory rights.

Consumers in France also have a separate 14-day statutory right of withdrawal for eligible online purchases. No reason or prior approval is required. Return the goods within 14 days after notifying us. Direct return shipping to Japan is at your cost where disclosed before purchase. See our Refund Policy for the refund rules, legal exceptions and model withdrawal form. Commercial conditions do not override this right.

To request cancellation, contact us within 12 hours of purchase. After that, the order may already be in processing or packed for shipment, so cancellation cannot be guaranteed.

This 12-hour window concerns requests to stop order processing. It does not limit any statutory right of withdrawal.

Packaging varies by product. A presentation box or wooden box is included only when stated on the product page. An included box does not mean gift wrapping is provided.

Contact us before ordering, or immediately after placing the order, so we can confirm what is possible for your item.

Check the Care section on the individual product page. Requirements vary by material, decoration and maker; do not assume that all ceramics are microwave- or dishwasher-safe.

For donabe, also check the stated heat sources and first-use instructions. If anything is unclear, send us the product link before using it.

Send us the product link. We will check whether another piece is available. We cannot promise a restock or delivery date before confirming it.

Japanese ceramics, teaware, sake ware, donabe, lucky cats, vases and other craft objects. Browse our collections to find a category.

Check the individual product page for its country of production. We state a different country of origin when applicable.

We check product information against available maker and supplier records. If a maker is unconfirmed, we do not present a known region or brand as the maker.