Frequently Asked Questions

Free on US orders over $50. Below that it is a flat $8. We do not do surprise fees at checkout — the number you see in the cart is the number you pay.

Orders leave our US fulfillment partner within 1–2 business days, and most land 3–7 business days after that. You get a tracking number by email the moment the label is created.

Not at the moment. We built the current setup around US domestic delivery so pieces arrive in days rather than weeks. If you are elsewhere and want to be told when that changes, join the newsletter at the bottom of the homepage.

If the parcel has not shipped, yes — email support@purekiln.com with your order number as soon as you can. Once a label is generated we cannot reroute it.

PO boxes yes. APO/FPO addresses are handled case by case — write to us first and we will confirm before you order.

Send a photo to support@purekiln.com within 14 days. We ship a replacement free and you keep the pieces — there is nothing to return and no form to fill in. This is the whole policy.

30 days from delivery, for unused pieces in their original packaging. Email us first and we will send return instructions.

If the fault is ours — wrong item, damaged, not as described — we do, and we do not ask for the item back. For a change of mind, return postage is yours.

We process within 2 business days of the return arriving. Your bank then takes 3–10 days to show it, which is outside our control.

Yes, if it has not shipped. Email us with the order number. After shipping, treat it as a return.

Real porcelain. Dehua clay fired to 1300°C, vitrified all the way through — not an earthenware body sealed with a white glaze. Hold a thin rim to a window and you will see light pass through it. The full test is in this guide.

Lead-free and cadmium-free, third-party lab tested. The white body carries no colourant at all, and the cobalt on hand-painted pieces sits under the glaze, sealed by the firing.

Yes, on a normal cycle. Vitrified porcelain does not absorb water, so there is nothing for the dishwasher to damage. Details in the long answer.

Microwave is fine for reheating liquid. Do not dry-heat an empty piece, and do not use these in a conventional oven — they are tableware, not bakeware.

No. Matte here means unglazed-looking, not porous — the body underneath is glass-tight. Wipe with a damp cloth. Avoid abrasive scouring pads, which will polish shine into the surface over time.

No. It is hand-brushed under the glaze and sealed by the 1300°C firing, so it sits physically beneath a layer of glass. Decal-printed ceramics fade; underglaze cobalt does not.

Because a person threw them. Wall thickness, height and glaze pooling vary by a millimetre or two across a set. If you want machine-identical repetition, this is the wrong product category.

Yes. The body is non-porous, so water will not seep and stems will not stain the interior. Rinse between arrangements.

Never. There is no price on the packing slip and nothing on the outside of the box that gives it away.

Yes, free. Leave your message in the Order notes field at checkout — about 200 characters fits comfortably on the card. See the gift guide.

Unbleached recycled kraft with a die-cut foam cradle per piece and paper tape. No plastic clamshells, no loud branding. More in Sustainability.

Yes — ten pieces or more. Email support@purekiln.com with “Bulk” in the subject. We can split-ship to individual addresses. Allow two to three weeks for larger runs; hand-thrown stock moves slowly.

All major credit and debit cards through our checkout. Card details never touch our servers.

New subscribers get 15% off with ZENDEHUA15. Sign up at the bottom of the homepage — one email a month, unsubscribe in one click.

Almost always. Everything is made in small batches, so gaps happen. Email us the piece you want and we will tell you the next firing date rather than guessing at you.

Email support@purekiln.com. A person answers, usually within one business day and always within two. More ways to reach us on the contact page.