Frequently Asked Questions

Everything you need to know about our handcrafted wood-fired ceramics

💰 Discounts & Promotions

Do you offer discounts for new customers?

Yes! Use code WELCOME15 for 15% OFF your first order. This is our welcome gift to you!

Are there any other discounts available?

Yes! We offer:

• SAVE25: Spend $150 and save $25
• VIP Discounts: Returning customers receive exclusive discount codes via email
• FREE Mystery Gift: Orders $88+ receive a complimentary gift box!

Can I use multiple discount codes?

Only one discount code can be used per order. The system will automatically apply whichever gives you the best savings.

What is the Mystery Gift Box?

Orders $88+ receive a FREE mystery gift box with handcrafted ceramic items, tea samples, or other surprises! Each box is unique - we guarantee you'll love it. The gift is automatically included with qualifying orders.

🎨 About Our Products

Why does each piece look different?

Each piece is 100% handmade and wood-fired in ancient kilns. During the 72-hour firing process at 1300°C, natural ash deposits, flame marks, and glaze variations occur unpredictably. This means no two pieces are ever identical - each one is a unique work of art with its own character and story.

What is Wabi-Sabi? Why are there "imperfections"?

Wabi-Sabi is a Japanese philosophy that finds beauty in imperfection and impermanence. The natural variations you see - pinholes, ash spots, flame marks, uneven glaze, and slight irregularities in form - are not flaws. They are the authentic signatures of the wood-firing process and what makes each piece valuable and collectible. In our craft, "imperfection is the true perfection."

What is wood-firing? How is it different?

Wood-firing is an ancient ceramic technique where pieces are fired in traditional kilns using only wood as fuel. Unlike modern electric or gas kilns, wood-firing creates:

• Natural ash glaze from wood ash landing on the clay
• Unique flame patterns and color variations
• Unpredictable and unrepeatable results
• A deeper connection between fire, ash, and clay

Our pieces are fired for 72 hours continuously, requiring constant attention and expertise.

What is special about Sishui clay?

Sishui clay comes from Jining, Shandong - near Confucius' birthplace. This rare clay has natural water-purifying properties:

• Contains natural minerals and unique porous structure
• Absorbs impurities from water
• Releases beneficial minerals
• Softens water and adjusts it to weakly alkaline
• Embodies the ancient Five Elements philosophy

Are your products food-safe?

Yes, absolutely. All our pieces are fired at high temperatures (1300°C) and are completely food-safe. The natural ash glaze and clay are non-toxic and safe for daily use with tea, coffee, and other beverages.

🍵 Care & Use

How do I use my piece for the first time?

First-time preparation:

1. Rinse with warm water
2. Soak in clean water for 2-4 hours (optional but recommended)
3. For teapots and cups: brew tea and discard the first infusion to "season" the piece
4. Your piece is now ready for daily use!

How do I clean and care for my ceramic?

Daily cleaning:

• ✅ Rinse with warm water after each use
• ✅ Use a soft cloth or sponge
• ✅ Air dry completely before storing
• ❌ Do NOT use soap or detergent (it can be absorbed into the porous clay)
• ❌ Do NOT use abrasive scrubbers

Can I use it in the microwave or dishwasher?

No. Our wood-fired ceramics are not suitable for microwave or dishwasher use. The porous nature of the clay and the handmade construction make them sensitive to:

• Sudden temperature changes (thermal shock)
• Harsh detergents
• High-pressure water jets

Hand washing with warm water is recommended to preserve the beauty and integrity of your piece.

Will my piece change over time?

Yes - and that's beautiful! With regular use, especially with tea, your piece will develop a natural patina. The clay will absorb tea oils and gradually deepen in color, creating a unique "tea养" (tea nourishment) effect. This is a cherished characteristic in traditional tea culture and adds to the piece's character and value.

📦 Ordering & Shipping

What payment methods do you accept?

We accept all major credit cards, PayPal, Shop Pay, and other secure payment methods. All transactions are encrypted and protected.

Do you offer free shipping?

Yes! We offer FREE worldwide shipping on all orders - no minimum purchase required. No hidden fees or surprise charges at checkout.

How long does shipping take?

Estimated delivery: 2-4 weeks

This timeframe includes:

• Processing: 1-3 business days
• Domestic transit (China): 3-7 days
• International shipping: 10-20 days

Our studio is located in the mountains of Yunnan and Shandong to preserve the purity of our craft. We appreciate your patience as your piece travels from the Eastern wilderness to your home.

Can I track my order?

Yes. Once your order ships, you'll receive a tracking number via email. You can track your shipment's progress through the carrier's website. Please allow 24-48 hours for tracking information to update after shipment.

Do I need to pay customs or import taxes?

No! We cover all taxes, duties, and customs fees. The price you see at checkout is your final price - no additional charges at delivery. This is our commitment to complete transparency and zero hidden fees. 💯

🔄 Returns & Refunds

What is your return policy?

We accept returns within 30 days for unused items in original packaging. However, due to the handmade and one-of-a-kind nature of our pieces, we do not accept returns or exchanges based on:

• Natural handmade characteristics (irregular form, pinholes, ash spots, flame marks)
• Uneven glaze or color variations
• Localized minimal grinding on the base (necessary post-firing finishing)

These are authentic features of wood-fired art, not defects.

What if my item arrives damaged?

We guarantee all pieces are thoroughly inspected and undamaged before dispatch. If your item arrives damaged during transit:

1. Record an unboxing video (REQUIRED) - This is your insurance
2. Contact us at flamekissedware@gmail.com within 48 hours of delivery
3. Provide the unboxing video and photos of the damage
4. We will arrange a free replacement (subject to availability) or provide a full refund

⚠️ Important: Without an unboxing video, we cannot process damage claims.

Why do I need to record an unboxing video?

Given the fragile nature of ceramics and the complexities of international shipping, the unboxing video serves as the sole valid evidence for transit damage claims. The video must clearly show:

• All six sides of the package's external condition
• The complete unsealing process
• The item from all angles upon removal

Can I cancel my order?

Since each piece is unique (inventory of 1), we reserve it immediately upon payment. Orders may be cancelled by contacting us within 1 hour of payment. After this period, the order enters our packing workflow and cannot be cancelled or modified.

How long do refunds take?

Refunds are processed within 5-7 business days after we receive and inspect the return.

🎁 Gift Packaging & Other

Do you offer gift packaging?

Yes - and it's completely FREE! Every piece is beautifully packaged in premium gift boxes at no additional cost:

• Solid Wood Box: Handcrafted wooden box for elegant presentation
• Hand-Woven Straw Box: Traditional artisan-woven straw box with natural charm

Our packaging reflects the artisanal quality of the ceramics inside. Whether you're treating yourself or giving a gift, your piece arrives ready to impress. No need to request - all orders include premium packaging!

Do you offer custom orders or commissions?

We do not offer custom orders or commissions. Each piece in our collection is a unique creation from the kiln, and we focus on presenting these one-of-a-kind works as they emerge from the fire. We invite you to explore our current collection and find the piece that speaks to you.

Will you restock sold items?

No. Each piece is one-of-a-kind and cannot be replicated. Once a piece is sold, it's gone forever. However, we regularly add new pieces from our kilns. Follow us on Instagram or subscribe to our newsletter to be notified of new arrivals.

How do I contact you?

We're here to help!

• Email: flamekissedware@gmail.com
• Response time: Within 24-48 hours
• Instagram: @Flamekissedware_Gallery / @Flamekissedware_Studio

Still have questions?

We're here to help! Contact us at flamekissedware@gmail.com

We typically respond within 48 hours