Returns & Refunds Policy

Returns Overview

At My Kiln Craft, we take immense pride in our artisanal craftsmanship and premium quality dinnerware. If you are not entirely satisfied with your curation, we are here to assist. We offer a 30-day return window for eligible standard collections from the date of delivery, subject to the conditions detailed below.

Eligibility Criteria

• To qualify for a return, your artisanal pieces must meet the following parameters:
• The items must be completely unused, unwashed, and in their pristine original condition.
• Items must be packed securely in their original protective box, structural inserts, and foam wraps to prevent transit damage.
• Bespoke commissions, custom glazes, and final sale vault collections are strictly non-returnable.

Fragile Items & Transit Damage (Breakage)

Due to the delicate nature of kiln-fired ceramics, we utilize specialized break-safe packaging. However, if your order arrives damaged or broken due to transit handling, please notify our concierge desk within 48 hours of delivery. Kindly provide your order number alongside clear photographic evidence of the damaged piece and the outer shipping box. Upon verification, we will arrange an immediate complimentary replacement or a full studio refund.

Return Process

• To initiate your luxury return, please follow our curated return registry steps:
• Contact our concierge customer desk via email at concierge@mykilncraft.com with your order details.
• Once approved, you will receive a Return Merchandise Authorization (RMA) number and detailed return shipping instructions.
• Pack the fine dinnerware securely. We highly recommend using a trackable, insured shipping service, as My Kiln Craft is not responsible for items broken or lost during return transit.

Refund Processing

Once your return package is received at our studio headquarters, our quality assurance team will inspect the items to ensure they are in resalable condition. We will notify you via email regarding the approval or rejection of your refund. Approved refunds will be processed automatically to your original method of payment within 7 to 10 business days.

Exchanges

We only replace items if they arrive defective, structurally flawed, or damaged during transit. If you wish to exchange a standard piece for a different glaze or collection variant, you must initiate a standard return for your original item and place a new purchase through our digital studio catalog.

Return Shipping Costs

Except in cases where items arrive damaged or defective from our side, customers are responsible for all return shipping logistics and costs. Shipping fees paid during the original purchase are non-refundable and will be deducted from your final refund credit.

Contact Our Concierge

• For any questions regarding fragile packaging, return tracking, or refund updates, reach out to us:
• Email: concierge@mykilncraft.com
• Phone: 1-800-KILN-CRAFT
• Studio Address: My Kiln Craft, Design District, Los Angeles, CA 90001