FAQ

All pieces are carefully packed and dispatched from Japan within 5–7 business days. International delivery by tracked Japan Post typically takes a further 7–14 business days, depending on your destination and any customs processing. You will receive a tracking number as soon as your order ships.

We currently ship to Canada, the United States, the United Kingdom, Singapore, Hong Kong, and France. If you live elsewhere and would love a piece, write to us at info@the-zen-artisan.com — we will do our best.

The Zen Complete Set and the Xiang Do Trio ship free, worldwide — as does any order of the same value or more (CA$135+). Other orders are a flat rate by destination (about US$18 to the United States · CA$20 within Canada · about £15 to the United Kingdom · about CA$15 to Singapore & Hong Kong · about CA$20 to France). Everything is shown in your local currency at checkout.

Tracked Japan Post. Every parcel is packed by hand in Japan with generous cushioning designed for ceramics, and tracked to your door. If anything arrives damaged, we replace it or refund you in full.

If your order has not yet shipped, yes — email info@the-zen-artisan.com as soon as possible. Once a parcel is in transit, the address can no longer be changed.

Every shipment is tracked. If your tracking stops moving or your parcel goes missing, contact us and we will open an investigation with the carrier and make it right.

For most of our customers there are no surprises at the door. United States: import duties are prepaid — you pay nothing extra on delivery. Hong Kong: no customs duty and no tax — nothing extra to pay on delivery (Hong Kong is a free port). Canada: no customs duty (Japan–Canada CPTPP); Canada Post may collect GST/HST and a small handling fee (about CA$10) on arrival. France: French VAT (20%) and a possible carrier handling fee are collected on delivery. United Kingdom & Singapore: local taxes vary — email us before you order and we'll tell you exactly what to expect. We declare every shipment accurately.

Just email us at info@the-zen-artisan.com — we're glad to explain exactly what to expect for your country before you buy.

All major credit cards (Visa, Mastercard, American Express), PayPal, and accelerated checkouts such as Apple Pay and Shop Pay, processed securely through Shopify.

Yes. All transactions are encrypted and processed by Shopify Payments. Your card details never reach our servers.

Please email info@the-zen-artisan.com within 7 days of delivery with photos of the piece and the packaging. We will send a replacement or issue a full refund — whichever you prefer. Because each piece is one of a kind, a replacement will be a sister piece of the same form, with its own unique character.

Unused pieces in their original packaging may be returned within 14 days of delivery. Return shipping is at the customer's expense, and refunds are issued once the piece arrives back safely. For hygiene and safety reasons, incense cannot be returned once opened. Please note that natural variations in colour and texture are inherent to Suzu-yaki and are not grounds for return.

Our sincere apologies — email us with a photo of what arrived and we will resolve it immediately at no cost to you.

Orders can be cancelled free of charge any time before dispatch. Once shipped, the return policy applies.

Suzu-yaki is fired unglazed, and every surface is painted by flame and ash inside the kiln. No two pieces are ever alike — the piece you receive carries its own landscape of the fire. We consider this the heart of its beauty, not a defect.

Rinse by hand with warm water (a drop of mild soap if needed) and let it dry fully before storing. Please avoid dishwashers, microwaves, and long soaking. With gentle use, the surface deepens in character over the years.

Suzu-yaki is charcoal-black pottery from the Noto Peninsula, fired for centuries at the edge of the Sea of Japan and revived after near extinction. Read more on What is Suzu-yaki? and Our Story.