FAQS

Shopping & Products

What is EchoKiln?

Echo Kiln offers handcrafted teaware and ceramic art inspired by Chinese tradition and modern simplicity. Each piece is created in collaboration with independent artisans using time-honored techniques and small-batch firing processes.

Are all your products handmade?

Yes, every item is handcrafted by skilled artisans, often using wood-fired or traditional kilns. No two pieces are exactly the same—each carries its own texture, glaze variation, and maker’s mark.

Where are your products made?

Most of our pieces are made in Jingdezhen and Yixing, China’s historic centers of porcelain and zisha (purple clay) craftsmanship. We work directly with local makers to ensure authenticity and fair practices.

Can I request a custom order?

We offer limited customizations on select items—please contact us at friends@echokiln.com with your ideas and we’ll see what’s possible.

What materials do you use?

We primarily use porcelain, stoneware, and natural zisha clay. Glazes are lead-free and food-safe. Some pieces use natural mineral pigments or gold detailing—details are listed on each product page. In fact, due to regional limitations, some raw materials have become increasingly scarce. Many of our artisan partners use materials they stocked years ago, which is why certain items may not be restocked once sold out.

Are your products dishwasher/microwave safe?

Unless otherwise stated, we recommend handwashing your pieces to preserve their finish. Avoid microwaving items with metallic accents or unglazed bases.

How are EchoKiln products different from mass-produced teaware?

Our pieces are made in small batches with traditional techniques, not industrial molds. Each vessel reflects the rhythm of the artisan’s hand and the uniqueness of the firing process—something no machine can replicate.

Do you offer gift packaging?

Yes! We offer gift-ready packaging for most items at no extra cost. If you’re sending a gift, simply leave a note at checkout and we’ll handle the rest with care.

How can I choose the right teaware for me?

It depends on the type of tea you enjoy. For example, zisha (purple clay) is great for oolong and pu’er, while porcelain works well with green and floral teas. Feel free to contact us for personal recommendations.

Is your packaging eco-friendly?

Yes. All of our packaging is made from environmentally friendly materials.

Do your products contain lead?

No, they do not. All of our products are handcrafted in small batches by master artisans and have passed relevant food safety tests. Thanks to our strong partnerships and strict quality standards, we also conduct regular spot checks on both finished products and raw materials.

Shipping & Delivery

Do you ship internationally?

Yes. We ship worldwide from Hong Kong. Most orders are processed within 1–3 business days. Delivery usually takes 8–14 business days depending on your destination. You’ll receive a tracking number as soon as your order ships.

Why does my tracking status say “awaiting pickup” for a long time?

This is normal during international shipping. Until your package clears customs in your country or region, the tracking may show as “awaiting pickup” or remain unchanged. Once it clears customs, the tracking will update and continue as expected. Rest assured, we guarantee delivery within the promised time frame. If you have any concerns along the way, feel free to contact us.

What if my item arrives damaged?

We carefully pack each item to minimize breakage. If your order arrives damaged, email us within 3 days with photos of the item and packaging. We’ll make it right.

Can I change my delivery address?

Yes, you can update your delivery address within 8 hours of placing your order by emailing us at friends@echokiln.com

How do I know when my order has been shipped?

We will notify you via email once your order has been shipped.

Why was my package held by customs?

Customs procedures vary by country, so we can’t give a one-size-fits-all answer. That said, we’ve successfully shipped to over 80 countries and have not encountered customs holds in the vast majority of cases. If any issue arises, we’ll do our best to assist you.

Where will my order be shipped from?

We ship from our international warehouses in Hong Kong, using the most efficient route based on your order.

Payment & Taxes

Do prices include customs duties and taxes?

For most destinations, yes. Our prices include all applicable sales taxes and import duties, so you won’t have to pay anything extra upon delivery. See our Shipping Policy for full details.

Orders & Returns

Can I return items purchased on sale?

Yes, absolutely—sale items can be returned just like regular items, as long as they meet our return policy conditions.

Do I have to pay for returns?

We don’t charge any return fees, but you will need to cover the cost of shipping the item back to us. Please note that due to the nature of the item, we do not accept returns shipped via sea freight.

How long does it take to receive a refund?

Refunds are issued to your original payment method. Processing time depends on your payment provider—typically 3-5 business days. In some cases, it may take longer if your refund falls within the provider’s billing cycle.

Will you resend my order if it gets lost in transit?

If your order is confirmed lost in transit, we’ll offer either a full refund or a free replacement—whichever you prefer. However, please note that if a package is marked as “delivered” but goes missing after delivery (e.g., from your doorstep), we may not be able to cover the loss under shipping policies. In such cases, we recommend contacting your local courier and checking with neighbors.

Where can I check the status of my order?

We will notify you via the email address you used when placing your order. Please note that this email address, along with the phone number you provided for delivery, will serve as our main channels of communication. To protect the security of your account, if you contact us using a different email address, we will verify it against the one associated with your order.

What is your return policy?

Please email your order number, detailed information on how to handle the item, and the reason for the return to Friends@echokiln.com within 30 days of receiving the product. Once we receive your email, we will process it and respond as soon as possible. Returns will not be accepted if the product has been received for more than 30 days. Returned items must be in their original, saleable, unworn, and undamaged packaging. If your item is damaged or shows signs of use, we cannot accept the return. Personalized products are custom-made for you and cannot be returned. Your shipping costs are non-refundable. Refunds will be processed using the same payment method as the original order.

Regarding Product Defects

We carefully package and thoroughly inspect all items before shipping to avoid product defects. If you receive a defective item, please email Friends@echokiln.com within 24 hours of receiving the product, providing your order number, a description of the issue, and photos of the defect and the entire product. We will respond with a solution as soon as possible. We will not address defect issues if they are reported more than 24 hours after receiving the product.

Regarding Undelivered Packages

If no one is home If the courier cannot find a safe place to leave the package If you have not paid customs duties (applicable to international orders) causing the package to be returned to us, we will issue a refund for the items. Please note that shipping costs are non-refundable. If you still want the items, you will need to place a new order.

Customer Support

How can I contact customer support?

You can reach us anytime at Friends@echokiln.com We aim to respond within 12 hours on business days. Whether it’s a question, an issue, or just a hello—we’re here to help.

Do you have iMessage or WhatsApp?

Yes, you can reach us via iMessage and WhatsApp at +44 7731 746646. However, email is usually the fastest way to get a response.