Shipping & Returns

TENMOKU ATELIER dispatches handcrafted ceramic ware from Fuzhou, China. Every order is packed with protective materials selected for the individual piece and is sent with trackable delivery where available.

How shipping is calculated

Available delivery services and the final shipping charge are shown at checkout after a destination is entered.
Shipping is based on the completed package: protective packaging, actual packed weight, carton dimensions, destination and the carrier service available for that route.
For multiple pieces, we combine items only when their packaging class and protection requirements allow it. Fragile or oversized pieces may travel in separate cartons.

Duties, taxes and DDP service

For destinations and carrier services shown at checkout as DDP / duties and taxes included, TENMOKU ATELIER arranges prepaid import charges through the selected logistics service. No further import payment should be requested at delivery for that confirmed service. If a destination is not offered with DDP, any applicable local import charge is shown or handled under the checkout service terms before the order is placed.

Customs documentation

Commercial invoice data is generated from the order’s product, material, origin, destination and transaction information for carrier and customs processing. Product declarations are completed according to the applicable destination and carrier requirements.

Dispatch and tracking

After an order is packed and handed to the carrier, you will receive tracking details by email. The final-mile carrier is assigned by the 4PX service for the destination; it may differ by country and route.

Returns, changes and transit damage

Can I change or cancel an order?

Orders enter the packing process soon after payment is accepted. Please contact us as quickly as possible with your order number and the requested change. We will confirm what can still be changed.

What if an item arrives damaged?

Please contact us within 30 days of delivery with your order number and clear photos of the outer packaging and the item. We will review the shipment and arrange the appropriate replacement, refund or claim process.

What is the return policy?

For a return request, contact us within 30 days of delivery with the order number, item name and reason. Items must be unused and securely repacked. Return instructions are provided case by case because fragile ceramics require a suitable return method. Original shipping and processing charges may not be refundable unless the item arrived damaged or an error occurred on our side.