FAQ

All pieces are carefully packed and dispatched from Japan within 5–7 business days. International delivery by Japan Post EMS typically takes a further 7–10 business days, depending on your destination and customs processing. You will receive a tracking number as soon as your order ships.

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

Flat-rate worldwide: Canada CAD $30 · United States approx. USD $28 · Europe & UK approx. €24.95. Orders of CAD $148 or more ship free, worldwide — including our flagship Ritual Set.

Japan Post EMS — a fully tracked and insured express service, trusted for fragile goods. Every parcel is packed by hand in Japan with generous cushioning designed for ceramics.

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 and insured. 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.

Prices do not include import duties or taxes. Depending on your country, customs may charge import duties, taxes, and handling fees upon arrival; these are the responsibility of the buyer. As a guide: US orders may be subject to import tariffs on Japanese goods (approx. 15%); Canadian orders may incur GST/HST and a Canada Post handling fee; EU orders may incur a small flat import charge. We declare all shipments accurately and cannot mark items as gifts.

If a parcel is refused at customs, we will refund the order minus the original and return shipping costs and any fees charged to us. We therefore encourage you to check your country's import rules before ordering — and to write to us with any questions first.

All major credit cards (Visa, Mastercard, American Express) 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.