Frequently Asked Questions (FAQ)

�� PRODUCTS & CRAFTSMANSHIP

Q: Why does my item look slightly different from the website photos? A: This is the soul of Dragon Kiln wood-firing. At 1,350°C, the interaction between pine wood ash and mineral glazes creates a "Kiln Miracle" (窑变). The size of crystals, the depth of color, and the patterns of ash are spontaneous and unique to every firing. No two pieces are ever identical, meaning you own a masterpiece that is yours alone in the world.

Q: Is Crystalline Glaze prone to cracking? A: We use heritage formulas to ensure maximum stability. However, some pieces may feature natural "crazing" (micro-cracks in the glaze). This is a traditional aesthetic feature of ancient ceramics known as "living art," as the piece settles over time. It does not affect the structural integrity of the vessel.

Q: Are Kiln Still products dishwasher or microwave safe? A: We strongly recommend hand washing only. While Dragon Kiln ceramics are extremely durable, hand washing preserves the delicate crystalline surface and long-term collector value. Avoid harsh chemicals and do not use in the microwave.

�� SHIPPING & DELIVERY

Q: Is international shipping safe for such fragile items? A: Yes. We use museum-grade packaging standards. Each piece is wrapped in high-density shockproof foam, and larger vessels are secured in custom-built wooden crates. We have a 99% safety record for deliveries to North America, Europe, and beyond.

Q: What happens if my order arrives broken? A: Do not worry—your investment is fully insured. If an item arrives damaged, please email photos of the broken item and all original packaging to kilnstill8@gmail.com within 48 hours of delivery. Once verified, we will issue a full refund or arrange for a replacement from our next kiln opening.

Q: Are customs duties and taxes included in the price? A: Shipping fees do not include import duties, VAT, or local taxes. As the importer of record, the customer is responsible for these charges according to their country’s laws. We recommend checking with your local customs office for estimated rates before purchasing.

�� ORDERS & PAYMENTS

Q: Can I cancel my order? A: You may cancel your order at any time before it has been dispatched. Due to the labor-intensive nature of our specialized packaging, once a tracking number has been generated and the package has left our studio, we cannot intercept the shipment.

Q: What payment methods do you accept? A: We accept all major credit cards (Visa, Mastercard, American Express), as well as secure third-party platforms like PayPal and Shopify Payments.

�� HERITAGE & AUTHENTICITY

Q: Do you accept custom commissions? A: We accept a limited number of private commissions for bespoke sizes or specific glaze effects. Because the Dragon Kiln firing cycle is long and the outcome depends on the "blessing of the fire," custom orders typically require 2–3 months to complete. Please contact us via email for details.