Shipping Policy

The Journey from Kiln to Hearth

• Handling Time: Each piece is inspected and packed with the utmost care to ensure its preservation. Please allow for up to 3 business days for your order to be processed and prepared for transit.

• Method: We primarily ship via UPS Ground or USPS Priority, as these carriers offer the best balance of speed and careful handling for fragile stoneware. If expedited shipping is required by you, please contact us before placing an order: inquiry@kilianware.com • 1-434-352-1665

• Sustainable Packaging: In keeping with our commitment and tradition, we use recyclable or biodegradable packing materials whenever possible.

• Tracking: Once your piece leaves the studio, you will receive a confirmation email with tracking information to follow its journey.

Return Policy

Authenticity & Expectation

• The Hand of the Potter: Please note that because our work is handcrafted using traditional methods, slight variations in glaze, texture, and form are not defects—they are the "fingerprints" of the craft. We believe these nuances are what make each piece a part of the American story.

• Returns: If you are not satisfied with your piece, returns are accepted within 14 days of delivery. The item must be in its original, unused condition.

• Return Shipping: The buyer is responsible for return shipping costs. Because of the fragile nature of ceramics, we strongly recommend insuring the return shipment. Items damaged during return transit cannot be refunded.

Incorrect Item Guarantee

Our Commitment to Accuracy

• The Guarantee: If you receive an item that is clearly different from what was ordered (e.g., a different form, glaze, or historical series), we will provide a prepaid return shipping label at no cost to you.

• The Resolution: Once the incorrect item is received back at the studio in its original condition, we will immediately ship the correct item to you (at our expense) or issue a full refund, including original shipping costs.

• Verification: To qualify for a free return, please contact us at help@kilianware.com within 48 hours of delivery with a clear photograph of the item received.

• Please note: As these pieces are born of fire and traditional earth-sourced materials, minor variations in glaze bloom or 'kiln kisses' are hallmarks of authenticity and are not considered errors in fulfillment.

Replacement & Damage Policy

The "Broken Sherd" Guarantee

Despite our best efforts in the packing room, the road can be rough. If your piece arrives broken:

1. Notification: Contact us at help@kilianware.com within 48 hours of delivery. Include your name and order number in the subject line.

2. Evidence: Please include photos of the damaged item and the exterior packaging. This is required for us to file an insurance claim with the carrier.

3. Resolution: Once verified, we will offer you a full refund or a one-time replacement at no additional cost.

   • Note: Since many of our pieces are unique or small-batch, an exact replica may not be available. In these cases, you may choose a similar piece of equal value or a full refund.

You should send the goods to the following address:

581 Hudson Circle,

Birdsong, Suite 3,

Chatham, VA 24531

We cannot be held responsible for goods damaged or lost in return shipment. Therefore, we recommend an insured and trackable mail service. We are unable to issue a refund without actual receipt of the goods or proof of receipt of the return delivery.

Refunds for Gifts

• Marked as a Gift: If the item was marked as a gift at checkout and shipped directly to you, you will receive a gift credit for the value of your return.

• Not Marked as a Gift: If the item wasn’t marked as a gift, or if the gift-giver had the order shipped to themselves first, the refund must be issued to the original purchaser’s payment method.

Contact Us

If you have any questions about our Shipping, Returns, and Refunds Policy, please contact us by email at inquiry@kilianware.com or by telephone 1-434-352-1665