Shipping & Returns
Shipping & Returns
We want every KILN&COO piece to arrive beautifully — and for you to feel confident from the moment you order.
Because many of our objects are ceramic and require extra care in transit, every order is packed with protection in mind. Below you'll find information about processing, shipping, returns, and our Safe Arrival Promise.
Order Processing
Orders are typically prepared for shipment within 1–2 business days.
Once your order has shipped, you'll receive a confirmation email with tracking information.
Orders placed on weekends or holidays will begin processing on the next business day.
Please note that order processing time is separate from carrier transit time.
U.S. Shipping
We offer complimentary standard shipping on U.S. orders of $200 or more.
For orders under $200, available shipping options and rates will be shown at checkout.
Estimated delivery dates are provided at checkout and may vary depending on destination, carrier conditions, holidays, and other circumstances outside our control.
International Shipping
International shipping availability, rates, and estimated delivery times are shown at checkout where available.
International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country. Unless otherwise stated at checkout, these charges are the responsibility of the customer.
Customs processing may also affect delivery times.
Safe Arrival Promise
Arrives safely, or we'll make it right.
Ceramics should be a pleasure to receive, not something to worry about.
If your order arrives damaged, please contact us within 7 days of delivery at:
Please include:
- Your order number
- Clear photos of the damaged item
- A photo of the outer shipping box
- A photo of the shipping label and 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 is unavailable, we'll work with you on an appropriate alternative or refund.
Returns
We hope you love your KILN&COO piece. If it's not quite right, eligible items may be returned within 30 days of delivery.
To be eligible for a return, the item must be:
Unused and undamaged, in its original condition, and returned with its original protective packaging whenever possible.
To start a return, email:
with your order number and the item you'd like to return.
Please wait for return instructions before sending your package back to us.
Return Shipping
For returns due to a change of mind, the customer is responsible for return shipping costs.
We recommend using a tracked shipping service and packing ceramic items carefully in their original protective packaging.
KILN&COO cannot issue a refund for items that are lost or damaged during return transit because of insufficient packaging.
If your order arrived damaged, defective, or incorrect, please contact us instead of initiating a standard return. These situations are covered separately by our Safe Arrival Promise.
Refunds
Once your return has been received and inspected, we'll email you to confirm whether your refund has been approved.
Approved refunds will be issued to your original payment method.
Original shipping charges, if any, are non-refundable unless the return is the result of an error on our part or an eligible product issue.
After a refund is issued, please allow additional time for your bank or card provider to process the transaction.
Exchanges
We don't currently process direct exchanges.
If you'd like a different color or product, please return the eligible item following the instructions above and place a new order.
Final Sale & Non-Returnable Items
The following items are not eligible for standard returns:
Gift cards, personalized or custom-made items, and products clearly marked Final Sale at the time of purchase.
Items that have been used, altered, damaged after delivery, or returned outside the return window may also be ineligible for a refund.
Incorrect or Missing Items
If you receive the wrong product or something is missing from your order, please contact us at:
Include your order number and a brief description of the issue, and we'll help make it right.
Lost or Delayed Packages
If tracking hasn't updated for an extended period or your order appears to be lost in transit, please contact us and we'll help investigate with the carrier.
If tracking shows a package as delivered but you can't locate it, please first check around the delivery location, with household members or neighbors, and with the carrier.
If you're still unable to locate the package, contact us and we'll review the situation with you.
Order Changes & Cancellations
Need to change your order?
Contact us as soon as possible at support@kilncoo.com.
We'll do our best to accommodate address changes or cancellations before your order enters fulfillment, but we can't guarantee changes once processing has begun.
Need Help?
Questions about your order, shipping, or return?
We aim to respond within 1–2 business days.