Envio e Devoluções

TENMOKU ATELIER dispatches handcrafted ceramic ware from Fuzhou, China. We currently ship only to selected destinations supported by our QC Standard Shipping service. Available destinations and the final shipping charge are shown at checkout after a destination is entered. Every order is packed with protective materials selected for the individual piece and sent with trackable delivery where available.

Como é calculado o frete

• Os serviços de entrega disponíveis e o valor final do frete são exibidos na página de finalização da compra, após a inserção do destino.
• The displayed shipping charge is calculated from the configured product and packaging data, destination, and the QC rate table available for that route.
• No caso de remessas com várias peças, combinamos os itens somente quando a classe de embalagem e os requisitos de proteção o permitirem. Peças frágeis ou de grandes dimensões podem ser transportadas em caixas separadas.

Duties, taxes and customs charges

Our current service is DDU (Delivered Duty Unpaid). Shipping charges shown at checkout cover transportation only. Any import duties, VAT or GST, customs clearance fees, or local handling charges imposed by the destination country are the responsibility of the recipient and may be collected on delivery. We currently do not offer DDP service.

Supported destinations

We ship only to destinations available in the checkout country list. If no shipping option appears after entering an address, the destination is not currently supported.

Documentação alfandegária

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

Envio e rastreamento

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 and may differ by country and route.

Devoluções, trocas e danos durante o transporte

Posso alterar ou cancelar um pedido?

Os pedidos entram no processo de embalagem logo após a aceitação do pagamento. Entre em contato conosco o mais rápido possível, informando o número do seu pedido e a alteração solicitada. Confirmaremos o que ainda pode ser alterado.

E se um produto chegar danificado?

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 customer return policy?

For a customer 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.

What happens if a parcel cannot be delivered?

If a parcel cannot be delivered because of an incorrect address, refusal, a customs issue, or another destination-side problem, an international return-to-sender service may not be available. Such parcels may be abandoned or destroyed by the logistics provider. Please contact us promptly so we can review the shipment and order circumstances.