Here, we’ve gathered the questions we get asked most often. If your question isn’t answered here, feel free to reach out to us anytime — we offer 24/7 customer support!
About Our Products
Q: Are your products handmade? Will there be any differences?
A: Yes, all our ceramic pieces are handmade by independent artists from around the world. Because of this, slight natural variations in color, shape, or glaze may occur. These little differences are part of what makes each piece uniquely charming and adorable — they are not defects.
Q: Are the products suitable for daily use? Can they go in the dishwasher or microwave?
A: Our ceramics are designed for everyday enjoyment and are generally durable for both hot and cold beverages. For dishwasher or microwave safety, please refer to the care instructions on the specific product page. We recommend handling them gently to enjoy their warmth and softness.
Q: Will the product color match the photos on the website?
A: We do our best to show products as accurately as possible, but colors may appear slightly different depending on your screen settings and device. If you have specific color concerns, feel free to contact us before placing your order.
About Orders & Shipping
Q: Do you offer free shipping?
A: Yes! Currently, we provide free shipping on all products regardless of order value or shipping destination within the United States. We hope this makes your shopping experience even more enjoyable and worry-free.
Q: How long will it take to receive my order?
A: Most handmade items have a production time of about 15 days. The exact delivery time will be based on the order confirmation email. Actual arrival may be affected by production schedules, holidays, or logistics. Rest assured, we will ship your order as quickly as possible.
Q: How can I check the status of my order?
A: After placing your order, you will receive a confirmation email. We will also notify you by email once shipping information is updated. If you need help, feel free to contact our customer service for the latest status.
About Returns & Exchanges
Q: Can I return or exchange an item?
A: Yes! You can request an exchange within 30 days of receiving your order (we currently primarily support exchanges). The item must be in its original, unused condition and returned in the original packaging.
Q: Do I have to pay for return shipping?
A: In most cases, the customer is responsible for return shipping costs. However, if the item arrives damaged or defective, we will cover the related expenses. Please inspect your order as soon as it arrives and contact us promptly if there’s any issue.
Q: Can customized products be returned or exchanged?
A: Personalized or custom-made items may not be eligible for return or exchange. Please check the product page for specific details.
About Payment & Security
Q: Is payment secure?
A: Absolutely! We use secure payment gateways with full encryption technology. We guarantee 100% payment security so you can shop with peace of mind.
Q: What payment methods do you accept?
A: We accept major credit cards and other secure payment options. The available methods will be shown on the checkout page.
About the Brand & Others
Q: What makes Kiln Shadow Solo products special?
A: Our products are original ceramic works created by independent artists from around the world, featuring cute and healing cartoon-style designs. Each piece is a gentle “shadow” — Gentle Shadows Born Alone, Loved Forever. We hope they bring warmth and little moments of joy to your everyday life.
Q: Do new users get any discounts?
A: Yes! New customers can enjoy a 10% discount on their first order. Welcome to join us and let these adorable little pieces heal and brighten your days~
Q: How can I contact customer service?
A: We provide 24/7 support. Whenever you have questions, feel free to reach out to us at zixuanchen767@gmail.com. We will reply as soon as possible and help you with anything you need.