Help & FAQ
Help & FAQ
Everything you need to know about KILN&COO pieces, orders, delivery, and care.
Can't find what you're looking for? Reach us at support@kilncoo.com.
PRODUCTS
What size candle fits the Calla Candle Holder?
The Calla Candle Holder is designed to fit a standard 7/8-inch taper candle.
Because taper candles can vary slightly between brands, minor differences in fit are normal.
Is a candle included with the Calla Candle Holder?
Unless otherwise stated on the product page, candles are not included and are sold separately.
Can I display Calla without a candle?
Absolutely.Calla was designed to work as both a functional candle holder and a sculptural object.
Beautiful with a flame. Sculptural without one.
Are there variations between ceramic pieces?
Subtle differences in color, glaze, and finish may occur between production batches and are part of the nature of ceramic materials.
Colors may also appear slightly different depending on your screen settings and lighting environment.
What materials are used?
Material and finish information is listed on each product page.
For additional information, visit our Materials & Making page.
CANDLE USE & CARE
How should I use my candle holder safely?
Always place your candle holder on a stable surface away from drafts, children, pets, curtains, and other flammable materials.
Never leave a burning candle unattended.
Trim the candle wick according to the candle manufacturer's instructions and discontinue use if the candle becomes unstable.
How do I remove candle wax?
Allow the wax to cool and harden completely before removing it.
Gently lift away hardened wax without using sharp metal tools that may scratch the glazed surface.
Any remaining residue can be wiped gently with warm water and a soft cloth.
How should I clean my ceramic piece?
For everyday care, wipe gently with a soft, damp cloth.
Avoid abrasive cleaners, rough scouring pads, or sharp tools that may damage the glazed surface.
For more information, visit our Care Guide.
ORDERS
How will I know when my order has shipped?
Once your order ships, you'll receive a confirmation email containing your tracking information.
Use the tracking link in that email to follow your delivery.
Can I change or cancel my order?
Please contact us as soon as possible at support@kilncoo.com.
We'll do our best to accommodate changes or cancellations before your order enters fulfillment, but we can't guarantee changes once processing has begun.
I entered the wrong shipping address. What should I do?
Contact us as soon as possible.
If your order hasn't entered fulfillment, we'll do our best to update the shipping address.
Once an order has shipped, we may not be able to redirect the package.
SHIPPING
How quickly will my order ship?
Most orders are prepared for shipment within 1–2 business days.
You'll receive tracking information once your order is on its way.
Orders placed on weekends or holidays will begin processing on the next business day.
Do you offer free shipping?
Yes.We offer complimentary standard U.S. shipping on orders of $200 or more.
Available shipping options and rates for orders below $100 are displayed at checkout.
Where do you ship?
We currently ship throughout the United States.
Additional destinations may become available as KILN&COO grows.
Will I receive tracking information?
Yes.Once your order ships, we'll send a shipping confirmation email with tracking details.
SAFE ARRIVAL PROMISE
What happens if my ceramic piece arrives damaged?
You're covered by our Safe Arrival Promise.
If your order arrives damaged, contact us within 7 days of delivery at support@kilncoo.com.
Please include:
- Your order number
- Clear photos of the damaged item
- A photo of the outer shipping box
- A photo of the shipping label
- Photos of the protective packaging
Please keep the damaged item and packaging until your claim has been resolved.
Once we've reviewed the information, we'll arrange a replacement at no additional product or shipping cost. If a replacement isn't available, we'll work with you on an appropriate alternative or refund.
Arrives safely, or we'll make it right.
Do I need to return a broken ceramic piece?
Usually, no.If the damage can be clearly verified from the photos provided, we'll let you know whether any further action is required.
Please keep the damaged item and packaging until your claim has been resolved.
RETURNS & REFUNDS
What is your return policy?
Eligible unused items may be returned within 30 days of delivery.
Items must be unused, undamaged, and in their original condition.
Whenever possible, please keep the original protective packaging until you're sure you'd like to keep your piece.
For complete details, visit our Shipping & Returns page.
Who pays for return shipping?
For standard returns due to a change of mind, return shipping costs are the customer's responsibility.
Incorrect, defective, or transit-damaged orders are handled separately through our Safe Arrival Promise.
Do you offer exchanges?
We currently don't process direct exchanges.
If you'd like a different color or product, return the eligible item according to our return policy and place a new order.
When will I receive my refund?
Once your return is received and inspected, we'll notify you of the refund status.
Approved refunds are issued to your original payment method.
Please allow additional processing time for your bank or card provider to post the refund.
DISCOUNTS
Do you offer a first-order discount?
Yes.
New customers can enjoy 10% off their first eligible order.
Sign up for KILN&COO emails to receive your welcome offer.
Can I combine discount codes?
Unless otherwise stated, discount codes and promotional offers cannot be combined.
GIFTS
Can I send a KILN&COO order as a gift?
Absolutely.KILN&COO pieces make thoughtful gifts for birthdays, housewarmings, weddings, hosts, and everyday occasions.
Do you offer gift wrapping?
Gift wrapping isn't available just yet, but we're working on making gifting with KILN&COO even better.
STILL NEED HELP?
We're happy to help.
Email us at support@kilncoo.com.
We aim to respond within 1–2 business days.