FAQ

1. About Our Products

What materials are your products made of?

All our ceramic products are made from premium clay and fired at high temperatures above 1200°C to ensure durability and quality.

Are your products environmentally friendly?

We use eco-friendly production processes and only non-toxic ceramic paints, ensuring safety for both users and the environment.

Can your products be used in microwaves or dishwashers?

Most of our products are safe for use in microwaves and dishwashers, except for items with gold detailing or special designs. Please refer to the product descriptions for more details.

Can I order custom designs?

We are happy to accommodate custom design requests. Please contact us to discuss your ideas and receive a quote.

2. Ordering

How do I place an order?

Simply choose your favorite product, add it to your cart, and follow the payment instructions on our website.

Do I need an account to place an order?

No, you can place an order without an account. However, creating an account allows you to manage your orders more easily and enjoy exclusive offers.

How can I check my order status?

After placing your order, you will receive a confirmation email with a tracking code. Use this code to check your order status on our Track Your Order page.

Do you offer bulk order support?

Yes, we provide bulk order services with special pricing. Please contact our team for assistance.

3. Payment

What payment methods can I use?

We accept payments via credit cards, debit cards, and PayPal. All transactions are securely protected by PayPal and Shopify.

Does the website support international payments?

Yes, we accept international payments via credit cards and PayPal.

Is my payment secure?

We use advanced SSL encryption technology to protect your payment information. All transactions are processed safely and securely. For more information, please refer to our Privacy Policy.

4. Production and Shipping

What is the production time for products?

Since our products are handcrafted and made to order, the production time is 15-20 days.

How long does shipping take?

  • Domestic Vietnam: 3-7 business days.
  • Domestic USA: 7-10 business days.
  • International: 10-20 business days (depending on the destination).

How is the shipping fee calculated?

The shipping fee is based on the product weight, delivery address, and the shipping method you choose.

Can I track my order?

Yes, once your order is shipped, you will receive a tracking number via email to track it on the carrier's website. You can also track your order through the Track Your Order section on my website.

5. Returns, Refunds, and Warranty

What is your return policy?

You can return or exchange items within 7 days from the date of receipt if the product is defective or not as described. Please keep the packaging and receipt when requesting a return.

What should I do if the product is damaged upon arrival?

If the product is damaged during shipping, please take a photo of the item and contact us within 48 hours for assistance with a return or replacement.

Do you offer refunds?

Yes, if the product is defective or not as described, we offer a full refund upon receiving the returned item. Refunds will be processed to the original payment method.

Do your products come with a warranty?

Yes, we offer a 15-day warranty on all products to ensure quality and your satisfaction.
You can find more detailed information about our returns, refunds, and warranty policy in the Returns, Refunds, and Warranty section on our website.

6. Promotions

How can I get a discount code?

You can sign up for our email list or follow our Fanpage and Instagram to receive information about the latest discount codes and promotions.

Do you have a program for loyal customers?

Yes, loyal customers will earn points with each purchase and receive special offers when reaching certain membership levels.

What is the referral program?

Share a referral link with friends and earn extra rewards or discounts when they make their first purchase.

What are seasonal sales?

Keep an eye out for our seasonal sales and exclusive offers, where you can save even more on your favorite products!

7. Contact and Support

How can I contact you if I have any questions?

You can reach us via:

What are your customer support hours?

We are available from Monday to Saturday, from 8:00 AM to 6:00 PM (Vietnam Time, UTC +7), which is equivalent to:

  • 8:00 PM - 6:00 AM (New York, EST, UTC -5)
  • 9:00 PM - 7:00 AM (New York, EDT, UTC -4)